Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Four of my items not delivered to my new residence on 11-29-24. I made multiple calls. I spoke to ******. ****** was open to a concession. Subsequent messages left with ****** and Oregon District Manager *** ******. They never returned the calls. I filed an incident form on 12-4-24. On 12-5-24, I received four calls from ****** and ***** stating ***** was 25 minutes from my residence with my four items, ***** parked in front of my home for approximately 45 minutes. I had to leave my appointment and drive home. One of my items was damaged.

  Business Response

  Date: 03/10/2025

  Hello ** *******, 

   

  I am terribly sorry that you did not receive a prompt response regarding your lamps. We pride ourselves on our quick response time and resolving any issues. I would be grateful for a brief discussion regarding the result of this matter if you are available Once again, I apologize for any communication issues that may have occurred. I will make sure they are addressed. 

   

   

  -******** ******

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22758433
  
  I am rejecting this response because: I read ******** ******** response to my complaint. However, she's the individual who never returned my calls to discuss my concerns. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/20/2025

  *****, 

  We appreciate the opportunity to address this concern. While we regret any inconvenience, we did deliver the items within 24 hours of receiving notice. Our goal is always to provide timely and effective service, and we remain available to assist in resolving any outstanding issues. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22758433
  
  I am rejecting this response because: My items were delivered 6 days later, not 24 hours of receiving notice. I called multiple times requesting ******** ****** to call me but she never did.
  
  - ***** ******

  Business Response

  Date: 04/17/2025

  *****, 

   

  While we understand your frustration about your lamps delivery being delayed, we do not have any further information regarding damages. If there was damage to one of your lamps and we are responsible, we will be more than happy to assist. The only communication we have regarding this matter is in reference to the lamps being delivered and they were. If you can send over the information and photos of the damage, we will address the matter promptly.

   

   

  -******** C ******

   District Manager 

• Initial Complaint

  Date:06/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of service: 6/28/2024 The customer ********************** rep said they would be bringing a 24 ft truck with two movers. He said it would take 4-5 hours but most likely on the lower end because I was moving from a one bedroom and into another one bedroom across the river (about 30 minutes away). He said all supplies were included which I thought was unusual but was impressed by. They came on time but had not packing materials or tools. So they went back to get that. They came back and had a smaller than agreed upon truck (half the size) so they had to get a bigger truck to unload and reload. I had paid the city for 2 parking spaces. One guy quit mid move and they replaced him and brought on a third guy. I had asked for a third guy in the morning because I saw that they were moving extremely slow. The third guy came at 3 pm with the new truck and tools (they had forgotten to bring any tools). They made me sign a resolution or else they would not continue the move (my stuff was already in their truck).They charged me for packing materials. They used paper towels to wrap stuff. But mostly things were dumped into boxes haphazardly (my expensive pots with cleaning supplies with no wrappings, expensive candle holders just tossed in, tooth brush with dustpans, broken flowers, crooked lamps). They forgot balcony and left large, heavy wall clock. They put wires and cables in a jumbled mess on kitchen floor. Some of the boxes were damaged and had holes so not sure if things fell off.The move started at 9 am and ended at 830 pm, from a one bedroom into another one bedroom across the river, about 30 minute distance.I want part of my money back and real apology from them.They charged over 1300, which I can understand if it had been a smooth move without all these issues.

  Business Response

  Date: 08/02/2024

  ******, 

   

  I am always distressed to see a customer not being satisfied with the **********************. I see several issues here. The first being, the expectation for job completion. Our staff never guarantees how long a move will take. There are far too many variables that are out of our control. We can only give an idea based on a few things that can be quantified. Things like, square footage, access, distance, etc, can all help us understand an approximation of time. That is not to say that your expectations for time are invalid, just important to note the things I had mentioned. The simple fact of the matter is that you were not satisfied with the service. Any business should have the opportunity to rectify the situation. I am hoping that we can have a discussion about the move itself and work toward a  a fair and amicable resolution. Please give me a call at your convenience.                                                                                                                       

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ******** hired a moving company that guaranteed moving our home in two days. On the phone we let the company know that we have nice art work, garden statues in the yard, & a very large garage. On top of that our move our home is 2600 SF. We were very happy that the company recommended 4 movers and two trucks. Which was what our first couple of quotes suggested as well. The company arrives the day of the move to our surprise completely unprepared. We gathered this due to the guy in charge literally training 2 of his workers while in the process of moving our home. Time was passing & the work wasn't wrapping up. My wife asked for more men to come out & help. The company rejected this request & did not send more help. We were told that the entire home would be packed on day one. On the second day the truck would be loaded and subsequently our furniture would all be delivered the morning of day two. We were guaranteed in the first call that the move would be completed early on day two. On day one. A mover was assigned a small room to pack which is my wife's studio.He did Not complete that task. This room is still filled with tons of stuff as we speak. At the end of day one. There were items EVERYWHERE unpacked all over the home. Day two begins & now we are short a worker but another rookie was sent out in his place. The home again was not finished being packed by the end of the day. One of the men got a moving truck stuck into my neighbors driveway. This caused unbelievable drama. The crew stood around for hours panicked trying to mitigate this issue. A regional manager calls my wife subsequent to this error and tells her "we aren't finishing your move today because one of the trucks is stuck in your neighbor's driveway and that the young men are tired". The entire we are being charged for hours that the crew is not actually moving things. They are attempting to get that truck unstuck from my neighbor's steep driveway. Then he tells us that our furniture was not going to come to our home but stay on the stuck truck otw to portland to god only know's where. We expressed that he should leave our furniture in our driveway on the truck after the tow person removes it from our neighbor's driveway. They refused & against our wishes took our furniture with them. This made us incredibly upset simply not knowing what could possibly happen to our items. DAY 3: we get a phone call stating that the movers will be late due to the chosen driver not being able to drive the truck that our furniture was left on. Because the truck was a manual. & he doesn't know how to drive a manual. Now all of the workers are instructed to remove and go through all of our contents and move them onto another truck. This takes hours and by the time they arrive to our home they are already completely exhausted. We found that Several of our items were RUINED. Some items that were valuable like a luxury trunk that we planned to auction. I have a list of all items ruined. The move never completed. By the end of day three, lamps, tvs, the upper half of our garage, paintings, all of our garden statues, patio furniture, stuff still everywhere!...Thank god we own that home or we would have been penalized for not moving out on time. Please help us. They charged us almost $11,000 for not even finishing our move. And they took our things away without our permission overnight! And broke an incredibly expensive trunk, destroyed a shelf that's (built in) to our garage, several lamps broken, broken vase and mirrors, our new dryer was dented in, looks like it was in a car wreck. Our wall safe damaged as well. The list goes on. And they never finished! We take a little more each day to our new home. We don't even have any of our tvs here ! Hope that you all can read the extra characters in our complaint. Thank you kindly. Btw the company forces positive reviews on you at the end of each working shift. The lead worker which was the only person keeping this entire thing from getting any worse exclaimed that the review helped him personally earn more. And that the review was not for the company. Him being the only glue in the entire nightmare made us feel obliged to write something for him so that he can get his extra pay for that review. But we removed them both as soon as he snapped a photo of it to turn in for whatever bonus that he received. Which he deserved every cent because he called his boss several times asking for more help to ************ job. Which he never received.

  Business Response

  Date: 01/11/2024

  Hello *****,

  Thank you for your detailed explanation of your perspective on how the service went and the issues that arose. We are always disappointed to see a client that is not happy with the service in any capacity. We always take accountability when it is applicable and we will always work with our clients to resolve any issues and do our absolute best regain your confidence. The biggest obstacle here for your complaint specifically is that you have not yet filled out an incident form, which will initiate our internal review and formally begin the claims process. Instead of following the contractual guidelines you agree to upon us rendering service, you have chosen to leave your grievances on multiple online platforms without allowing us the opportunity to work with you to resolve the issue. While I completely understand your frustration and wanting to strengthen your position by doing so, you have left the matter in an unresolved state. There are two sides to every situation and I have been briefed on the matter quite extensively. I can see where we may have let you down. I also see where our business worked feverishly to complete your move over the course of 3 days (Dec 15th - 17th 2023) and gave a substantial discount to resolve the issues that were presented at the conclusion of the move. You agreed to the terms of said settlement. Our terms were followed, the terms on your end were not. This brings up several concerns on our part that you do not have the intention to fair resolve this matter or that we simply have not explained our process properly. If its the latter, please contact our office and let them know that you would like to fill out an incident form. We will then be happy to review and follow up with you from that point. Again, we are terribly sorry that you feel let down and we are asking for the opportunity to resolve the issues. 

  -****************************;(District Manager)

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21039864
  
  I am rejecting this response because:

  We Have filled out the incident report, and you have chosen to not acknowledge it  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/12/2024

  ********* and *****,

   

  As we have spoken since tis message, I believe we have cleared up this "rejected response". We would only ever elect to not acknowledge a claim that is invalid. That is not the case with your situation. There was not a refusal of acknowledgement, rather there was a delay in response to the initial incident form because it was not updated in the system. As with any business, the possibility of human error exists and this oversight is why it we were under the impression that you never took the time to complete the incident form. This has been addressed internally and I am confident, this type of issue will no re-occur. I understand your frustration with the whole situation. We are always accountable if we are responsible for any issues on the job. This claim in particular has many challenges to address from our perspective. We will work to address the issues that we can and we will find an amicable resolution. I hope that once we do, your confidence is restored in our organization. I will be reaching out shortly. 

  respectfully, 

  ***************************** District Manager

  Customer Answer

  Date: 03/21/2024

  The moving company has not resolved anything.  They asked us to wait a few weeks until they could come up with a solution.   

  Business Response

  Date: 06/24/2024

  ***** and *********, 

   

  We working to resolve these issues. I know that the vendor we sent for the door repair was not what we had hoped for. We are still working to take care of the issues from your move. I would expect an update on what is next this week. We appreciate your patience and understanding and apologize that this issue has taken as long as it has.  

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The experience started off well but after loading and weighing the truck, I was told it was overweight and was given a couple options. One of the options was to have the overweight items delivered by freight and the my mover told me it would be between $300 and $500 and take about a week. In reality it took four weeks and the cost was over $2,300. I spoke with people at the moving office and they kept telling me someone would get back to me tomorrow, and I would receive no calls. I had to call them to follow up and no one had any answers as to when I would get my things or why it was taking so long. Ultimately I did get my things and everything was damaged. In the beginning, I told the company the items that I was moving and they told me that they would give me a flat rate price so I wouldn't have to worry about surprise increases. I ended up paying nearly 50% more with the freight charges and lots of damaged items. If I were to do it over again, I would go with a company that has bigger trucks and not weight restrictions. It was hard to know that customer ********************** was going to be so bad because things started out great. In the end, they offered a $250 discount if I signed a waiver. Meanwhile they apologized profusely about being mislead by their team members. This isn't how you make right a mistake caused by your own team.

  Business Response

  Date: 10/12/2023

  (Transcribed verbally by BBB staff)

  ***, thank you so much for bringing this issue to our attention. We have resolved the issue. Please let us know if there is anything else we can do. 

  Customer Answer

  Date: 10/12/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All Service was hired to do a pack out for repairs to our home. Our fridge needed to be moved to the garage so it could remain plugged in. I pointed out specifically where it should be plugged in to an unused outlet. Instead, they unplugged our full size freezer to plug it in. Our freezer sat unplugged for 3 weeks causing all the food to go bad. We filed a claim with them, were promised they would handle it and are now not returning emails.

  Business Response

  Date: 10/26/2023

  *******, 

  We are sorry that we were unable to come to an agreement for resolution. As you know, there were a few things that occurred on your move that we are taking accountability for. There are other issues that you presented that we are not as we thoroughly investigated the matter and it was apparent that our staff were not the ones responsible. I want to be clear, we will always take accountability when warranted and we will always work with our clients to resolve any disputes or issues that we are responsible for. There are several aspects of your complaint that complicate the matter and have made it nearly impossible to resolve to your satisfaction. If you would like to resolve this matter in a fair and amicable manner, we are more than happy to continue the dialogue and do so. Please ask for our District Manager if/when you decide that you want to close this matter. 

  Respectfully, 

  All Service Moving

  Customer Answer

  Date: 10/26/2023

  All Service continues to lie. They have ignored all correspondence with me. They are also, in fact responsible for all of the damages I have noted. I have written confirmation from other contractors with proof that they did not cause damages as claimed by All Service. All Service has literally done nothing to resolve this, work with me or take any responsibility for what has happened.

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20459347
  
  I am rejecting this response because: All Service has ignored all email correspondence I have sent them. They have not contacted me once since this happened. They have also taken zero responsibility for damages caused by their employees giving me excuses for everything.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All Service Moving in ********* has been the worst company our family has ever worked with. We spent over $12,000 with them, and they broke or damaged so many items, it's unreal. They have offered to pay 60 cents per pound, which is a joke. They threw all our items around like trash but then want to give us pennies for them. If it was just one or two things, I'd be much more understanding. They tore apart one of our cribs, making it unusable. The matching changing table feels like it's going to collapse because it wasn't wrapped, but just tossed. Also making it unusable. Our other new crip (6 month old baby) looks like its covered in scratches and dirt. They broke off a foot from our buffet cabinet. Our daily dining table and formal dining table are both chipped and scratched. This includes chips on the chair arms. Both of these are like new. The formal has only been used twice and was put together inside of our old house. They ripped the leather off one of the chairs. There's footprints and dirt on my wedding dress. They dumped a soda on my toddlers clothing and left it there in storage to soak while we waited to be moved into *************. My teenagers computer monitor is missing. They broke handmade bookshelves made into airplanes because they decided to throw them into a box with loose garage items. Another wooden table has giant scratches across it and my wooden desk was new and scratched up badly. They removed hangers from our items in the closet and boxed up the hangers separately from the clothing. I can only assume this is to take more time as some things (but very little) were in wardrobe boxes. This way we paid for 2 boxes and a lot more time. They killed a whole day and charged us for it (saying they couldn't complete the remaining moving and needed another whole day). It was day 2 and when things went downhill really fast. Their lead continuously lied to us and asked us to leave a fake review. The communication has been horrible. I can go on.

  Business Response

  Date: 05/25/2023

  I apologize for how your overall moving experience with us ended up going. I understand that things did not go nearly as well as they should have gone. This ended up causing items to get damaged and lead to inefficiencies. I have been trying to work with you in finding a resolution based on the damages as well as your overall experience.  The $.60 cents for pound that I mentioned is what we are required to abide by when it comes to replacing damaged items. This standard is made to offest the liability Moving Companies take on performing moving service. Understanding and signing this acknowledgement on the paperwork at the start of you move is standard if there is no additional insurance purchased. You had the option to purchase additional insurance if you felt the $.60 cents per pound was not adequate valuation. In either case, I did mention that this was our minimum requirement that we resolve any damages or missing items. I would still like to work with you in order to come up with a reasonable agreement.  I know we have been in touch via email recently and hopefully we can come up with an agreement to resolve all your issues. We always want the opportunity to work with customers when things dont go as well as either of us expect. We always do what can to better the overall experience. I am confident that we will find a fair resolution for both of us. 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19956634
  
  I am rejecting this response because: Nothing has been resolved. We are in communication via email, but there has been no resolution. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/10/2023

  This issue has been resolved with *************************. I have been working with her long before she reached out to the BBB. We initially tried to repair items that were damaged on the move but those repairs did not meet her standards. I worked with her about finding a proper valuation for the damaged items so those items can be replaced, and we came to an agreement to get this settled. As far as I know, there is no other issue that has yet to be resolved as she has not notified me of anything.

  Customer Answer

  Date: 07/10/2023

   
  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. I am still awaiting the final 2 checks for compensation for broken items. I did not want to close anything until I received those. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/20/2023

  I was hoping to reopen my case with the Better Business Bureau. It looks like it auto closed. The business is threatening me by saying I have to take down my reviews due to them paying me a small percentage of what they broke. I did sign an agreement, and didnt realize the agreement had language to not speak poorly about them online. Regardless, they force people to write false reviews so that their employees can get tips. They have false reviews all over the internet because of this. My review is accurate and what happened. They broke nearly everything I own. I feel they are falsely forcing a positive perception of their company. And Im doing so, I feel Im being bullied into dishonesty. I left my reviews before signing that agreement. Im not sure if that plays a role at all. I will be contacting an attorney because I think that there is a lot of bad here. Please let me know if theres anything I need to do to move forward.

   

  Thanks!

  ****

  Customer Answer

  Date: 09/26/2023

  I would like to reopen my case against All Service Moving because Im being told I have to either remove or amend my reviews of the business online. I do not feel anyone should be forced into sharing false experiences or not being allowed to share those experiences in general. This company has a lot of 5 start reviews because of how they structure their bonuses with their movers. Its only fair that honest reviews are also allowed to be shared. The only resolution Id like is to be able to control my own decision making on the reviews I leave online. I dont want to feel bullied into being dishonest
  
  Contract is attached - thank you

  Business Response

  Date: 10/26/2023

  ****, 

   

  I am terribly sorry that you feel this way. As we discussed, I can understand your frustration. Perception is everything and from your perspective, you feel let down. As I mentioned during our discussion, there are always two sides to the situation. While I will acquiesce that the communication regarding our expectations of you regarding your acceptance of the settlement should have been more clear, and we should have followed up about the onsite repairs, I will reiterate that we did keep our end of the agreement and were following up with you to request the terms agreed upon were followed. This could have should have been done much better on our end. I told you that we are still looking to go above and beyond our agreed terms and we will honor that agreement. We will be following up once we have found a suitable option for doing so. We appreciate your feedback and hopefully we will be able to turn your perception to a more positive outlook on our organization. 

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 19956634
  
  I am rejecting this response because: the reply says we are still working through things. I do appreciate the person I've been communicating with and his attempt to resolve this. We still feel that overall, our experience with this company in general, has been very poor. It's challenging to pull good things out of so much lack of care and damage. My husband hesitates having another repair person come out who could damage our table further. The last guy dulled out so much. I'm not sure how to move forward. It wouldn't be authentic to say that our experience was even mediocre. It was awful. And none of that mattered until I wrote a very accurate review of what happened. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/18/2023

  ****, 

  Thanks for the feedback. As I stated in our prior correspondence, I am terribly disappointed that you were left dissatisfied with our service. That said, our company went far above expectation in attempting to resolve the issues that you presented. The communication in how your complaint was handled was not handled as well as you or I would have expected. The complaint itself was resolved via a settlement agreement at a substantial price that was the approximate equivalent to what would have been paid out had you purchased additional insurance. This exception was made due to the poor communication in handling your complaint. I am sorry that you reject this response. I have offered to further assist but at a certain point, it becomes a moot point. This due to the fact that we spent considerable time and expense and reached a settlement agreement that you were satisfied with. I attempted to go a step further to resolve and you declined. I understand  and respect your position and I trust that you understand ours. We wish you the best going forward and if you change your mind, I would be more than happy to do what was discussed. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 19956634
  
  I am rejecting this response because:

  At the core of all this, I was told I had to remove my review online. I truly believe this was a 1 star transaction. We payed over 12k to have so much of our things damaged. The settlement wasnt fair but we chose to settle because we wanted to close this chapter of a nightmare. I do not believe anyone went above and beyond to make things better, but rather offered more of the same. We already had someone come to our home, to fix the wood. He caused so many more issues than not. What we were offered to make things better is to have someone else come and try. The items are in such bad shape after our move/storage experience, and then the additional issues from the repair man, that my husband doesnt want to have someone else do any more damage. So whats the next step? If theres nothing more aside from another repair man, then I dont feel I should be forced into a false review. We thought wed be offered an opportunity to take our wood items to be refinished due to the extensive damage, but that didnt happen. We looked up the cost, and our settlement doesnt cover a single item. My review is honest and exactly what happened. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family hired this moving company to move our belongings. When I unpacked our belongings, I found an item broken and filled out an incident report with the company. A month later, there had been no follow up as their employees are responsible for our item being broken since they packed it. We would like a reimbursement.

  Business Response

  Date: 12/06/2022

  BBB,
  
  This has been resolved. See the attached.
  

  
  

  Customer Answer

  Date: 12/06/2022

   
  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. They did an amazing job to satisfy my needs. Very professional and amazing. Im 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All Service Moving completed a move for me on April 30th, 2022. In the process, there were property damages, and also an inaccurate vehicle-type dispatch claim that caused the movers to complete the move in 2 trips adding hours to my total cost. This was brought to their attention and escalated on the same move day, and I was asked to file an ************** through their claim site afterward.On May 17th, 2022, I submitted the ************** and till date (6 months after), they have been going in circles playing a stall game. They wont respond to calls and email follow-*** for weeks and months even with multiple follow-*** from me. Then they respond with has anyone reached out to you yet. After I reply the same day within minutes, it takes them another month to come back and ask, has anyone reached out to you yet. STALLING STALLING STALLING. Long story short, we finally reached a settlement agreement and when it was time to write the check, they went back on their words and were deceptive about it by trying to have me sign a contract with confusing wording about the agreement we had. When I called out this misalignment, they started the stalling game again, and I am tired of playing it. I am making this complaint on BBB and requesting that All Service Moving refund me a total of $1,310.60 per the claim I submitted to them on May 17th, 2022.

  Customer Answer

  Date: 11/30/2022

  Hello,
  
  I would like to mark this claim as resolved or delete it entirely. The company reached out and resolved my issues with them.
  
  Thanks in advance for your help in resolving the claim. 
  

  
  

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company arrived late with only two young guys which one of them was complaining. They did not follow instructions about fragile items and boxes ending up breaking few valuables, scratching the master bed, and dinging the walls in many places. The issue was reported to the company and they did not make me whole again.

  Business Response

  Date: 10/07/2022

  Regarding ********, this has been resolved. Please see the attached.

  Customer Answer

  Date: 10/07/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All Service Moving (ASM) in ********, ** stored my items starting July 2013, & more items on June 4th 2017, which ASM moved from ** to OR. I paid $300/mo for 8 yrs, 5 mo ($30,300).ASM isnt self-storage. Their contract limits visits. ASM committed to provide a secure warehouse storage space & that space will be used efficiently and safely... Their website says they have onsite ************ staff to keep property safe and secure, leading me to believe that theyd monitor my property.12/23/21: As ASM delivered items to my home their delivery staff said a few boxes got wet due to a leak at the warehouse & were moldy. 1st time I heard about it.12/23/21: ASM sent me an incident report, to complete w/i ****************************************************** after submittal. It didnt happen.2/14/22: Submitted incident report w/ list of damage, estimated value/receipts, & 120 photos. Loses totaled $13,357: furniture, clothes, computers, bedding, etc.2/15/22 to 5/3/22: No contact from ASM or claims specialist. 5/4/22 to 7/25/22: I emailed & called for updates on claim (~12 emails, >12 calls). No update recd.They offered person to do abatement, who they said recommended bleach to treat mold. I asked for name to check if certified, but didnt get it. I contacted 2 mold remediation cos who told me bleach wouldnt get rid of mold. I declined offer.7/7/25/22: I had to find ASMs ins. **** ****** gave me their ins broker, whom I called & was told a claim wasnt filed. Ins. ****** told me that if ASM didnt contact me by next day to call her back. ASM called me that afternoon.Ive held moldy items in garage for inspection for months. ASM came 8/1/22 to inspect, admitting loss.8/18/22: ASM offered $4500 to settle, pointing to contract re their ins rate ($0.10/lb) & that theyre not liable for acts of god, water and/or mold damage. 8/25/22: I told them they failed duty of care per ****** law ORS.7040. ASM raised offer to $5250. Didnt accept it.

  Business Response

  Date: 10/28/2022

  ******,  

    

  I hope this message finds you well. I appreciate the detailed response and all the information herein. I also really appreciate your time and correspondence regarding this matter. As we have discussed, I am terribly disappointed that we are in this position. I can understand your frustration and disappointment. I know this matter has been a real hardship for you and you want to get it resolved and move forward. I want that same result for you. I know that this matter has disillusioned you with our company. I would like to point out that other than the lack of correspondence (Which is unacceptable), this matter has been largely out of our control. Like I mentioned to you in person, this is a matter that has never occurred. We have been in this location since 2013 and have yet to have ever had a storage client that received their goods in which there was mildew and mold. This is the genuine truth. We have moved in/out hundreds of clients to date without this issue duplicating or reoccurring. The unit in which you were storing your belongings had no evidence of mold or mildew. I trust that you understand this is not an implication of poor luck or fault, rather of poor circumstance. Despite this, rather than defer to our storage contract and the appropriate settlement terms listed which as you know and understand compensates any damage at weight-based valuation of $.10 per LB per article, I have pursued additional reparations far beyond those terms as promised. The offer of $4500.00 is nearly a dozen times more than the valuation of this claim would end up paying out. This is an unprecedented offer given the situation. This would be in addition to any additional insurance that you may have had (Homeowners or otherwise). To be fair, upon receipt of the claim, our Operations Manager attempted to have the items repaired and or have an abatement performed to remedy the situation. You researched the matter and decided that doing so would likely not suffice and we deferred based on your judgment . Therefore, the matter was in a state of "Limbo" as we operate within a specific framework while resolve any claim or dispute. This matter being unique and something we have never dealt with. This past year, All Service Moving has been plagued with staffing shortages and staffing changes that contributed to the delay on this matter. This is unfortunate and regrettable, and we sincerely apologize for that. I have spoken with our insurance company as I mentioned, they would opt to defer to the language in our storage agreement that explains how we resolve disputes via valuation. This is how they would be involved. Therefore, I have discussed and lobbied for additional means to resolve this matter. I know that you are seeking what you view as the full replacement value of some of the items. I have tried to carefully analyze this claim and increase the offer as high as possible and try to resolve this amicably. I am going to increase this offer to $5250.00. We are doing so to demonstrate that we value your business, and we want to show you that we understand the gravity of the situation and we have reviewed all aspects of this matter and that we do care. I spoke with you and came out in person to view the items because it was important to me that you know that we do take the matter seriously and want you to know that we are trying to do everything we can to make this right. There has been more dialogue behind the scenes to resolve this issue than I have ever seen in my 10 years at the company. I wanted to send you this email before I left for the weekend. Please take some time to review. I hope that you enjoy your weekend. 

   

  ***************************** 

  Operations Manager 

  All Service Moving 

  Customer Answer

  Date: 11/14/2022

  Thank you for forwarding this to me.  Ive written up a response indicating that their offer is unacceptable.  I have countered with $10,000.  My response is below:

  The response from All Service Moving mentions that water and mold damage is referenced in their contract.  Although their website claims to keep belongings safe and secure with the implication that they inspect their property and keep it under good care, they still had a leak that was not detected and my belongings were left to mold.  They were still wet when they delivered them to my house.  Which brings me to the following points.

   

  What their response fails to mention was their negligence and a failure of duty to care and what was not in their contract.

  1.       They delivered the damaged belongings into my home, causing injury to my property and me by the introduction of heavily molded goods.  This was not in the contract.  They did not contact me ahead of time that there had been a leak and my property was damaged.  Instead they delivered the moldy goods to my door and then told me a few boxes got exposed to water and offered me $200 to settle then and there.  I declined.  About 25% of my belongings were damaged beyond repair.

  2.       They failed in a duty to care to give me a response to my claim, which was submitted about 60 days after the delivery, well ahead of their 90 day window.  I submitted a claim with over 100 photos, a detailed list of items damaged along with their estimated cost and, when I had them, receipts.  In addition I lost old letters and photos, which I did not claim because I could not attach a monetary value to them.  I was told a claims specialist would get in touch with me shortly after submitting the claim. That never happened, despite efforts by me to get updates and requests for the contact of their insurance company. 

  3.       After 6 months of getting the runaround, it was becoming clear that All Service Moving had no intent of settling my claim, even the bare minimum that the contract covered. While they admit fault for not contacting me, there is no excuse for not following through on my numerous attempts (over 20 calls and emails) to get it settled.

  4.       Negligence is evident in that they contacted me only after I managed to find their insurance company through the ********** website.  Over 7 months after the goods were delivered I called the insurance broker, told them what happened, and was told All Service Moving never filed a claim with them. They said they would get in touch with All Service Moving and that if I wasnt contacted by All Service Moving within a day, to call the insurance broker back.  All Service Moving contacted me that day.

  5.       I had been holding onto the damaged goods for inspection for over 7 months when *************************** finally came to look at what was damaged. Several weeks later I was offered 1/3 of the value of my goods, which I declined. They upped the value to what is shown in their response, less than $1000 more.

  I declined it then and will decline it now.  In addition to lost property, irrecoverable letters and documents, I lost the use of part of my home where the moldy items had been stored for their inspection.  I am willing to settle for $10,000 of my original $13,357, more than fair given their lack of duty of care, which effectively negates the contractual agreement. 

   

  Kind regards,

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