ComplaintsforAll My Sons Moving & Storage

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled and confirmed a move for 04/20/2024. The movers did not show up until 4:15 Pm and told me they could not move all my belongings that day. They claimed that they were told it was a 1 bedroom and that they did not receive an inventory. We were never asked for a full inventory of the things to be moved. They moved all my stuff into the truck then told me they forgot to do an inventory check as requested in the contract. So they moved everything back into the apartment.They returned Saturday 04/21/2024 to move everything and arrived at 9 am. They took 7 hours to move everything out of the two bedroom apartment. Everything was already packaged in boxes and ready for move. I asked what was taking so long and they blamed it on the need to do inventory.I had received an estimate saying that the move would take approximately 5 hours total. I notified them that I did not want to pay over 5 hours. The dispatcher explained the tariffs on all aspects of their work. I said okay I understand and I will pay for full services. I notified them that this has been an extremely unpleasant experience and I will have to file with the BBB and your department. They then threatened to pull their crew immediately and return all my belongings. I stated multiple times that I was willing to pay and I would pay. The dispatcher claimed he was pulling the crew because I threatened them with legal action.They agreed to continue moving everything. They arrived at the new location at 4:30 pm approximately. They charged us for 11.5 hours of service, claiming it will take them until 8:30 pm to finish the services.I looked through the inventory scanning that was done and there is a break in work between 11:00 am approximately to 4:00 pm approximately. No scans were made during that time.There are three movers I am paying for. Yet, only one or two worked at a time. The other sat in the truck.

  

  Business response

  05/06/2024

  Thank you for the opportunity to address your concerns. We apologize for falling short of exceeding your expectations. Per our review of your file, all charges were accurately taken. We do sincerely apologize for the confusion pertaining to the inventory and service. These issues will be addressed with the local branch internally and immediately. Our aim is to always provide a transparent service from start to finish - this includes providing information regarding state regulated procedures. Moreover, we apologize for the inconveniences caused. Thank you for your feedback.

  Customer response

  05/06/2024

  I am rejecting this response because:   The business has given no explanation of the conduct that occurred during the move. They have not provided an explanation of why there were no inventories calculated between the hours of 11 am to 4:30 pm approximately. Yet, they had claimed the inventory was the reason for the extensive time taken to complete the move. There is evidence that the company did not continuously work during the periods they charged me for. As such, I am not satisfied and am rejecting this response.

  

  Business response

  05/16/2024

  Your total charges for labor were based on an hourly rate. This hourly rate was quoted to you prior to your move - an estimate was not provided for this move. Moreover, we do apologize for the confusion. The total charges for labor were based on the total amount of time needed to complete your move. Compensation cannot be justified. We do apologize for the inconvenience this has caused.

  Customer response

  05/16/2024

  I am rejecting this response because it does not address that I was charged for hours they did not perform any work during.

  

  Business response

  07/01/2024

  Thank you for taking the time to share your feedback, *****. After reviewing your file, it was found that all charges were accurately taken. Confirmation emails were sent to you prior to your move regarding how AMS charges for services rendered. Your total charges for labor were based on an hourly rate. This hourly rate was quoted to you prior to your move - an estimate was not provided for this move. Moreover, we do apologize for the confusion. The total charges for labor were based on the total amount of time needed to complete your move. Compensation cannot be justified. We do apologize for the inconvenience this has caused. We sincerely apologize for the inconvenience this has caused, *****. 

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I contacted All My Sons, they told me they would have two movers and it would take about four hours asking me about $832 the day of the move they changed it to three movers taking 5/2 hours and I had 10 people come and help otherwise it wouldve been even longer so I ended up spending about 400 More which financially strapped for cash movers are very slow

  

  Business response

  05/06/2024

  Our apologies for falling short of exceeding your expectations. Per our review of your file, all charges were accurately taken. You were charged an hourly rate for labor, one additional hour for travel time to and from you, and a fuel surcharge. Confirmation emails and calls were made prior to your move regarding how AMS charges for services rendered. Unfortunately, we cannot justify compensation. We appreciate your time.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/12/23 I employed the services of All My Sons Moving to relocate furniture from my primary residence to a storage location. The move was within zip code ***** (*******, **) and this was my second time calling on the services of All My Sons Moving. Before the move began I paid for extra insurance which I was told would increase the value of protection. I opted for this additional coverage because the move would include relocating three pieces of furniture, in particular, that were of high value - a mirror from *****, an antique farm table from ************* and an Asian-inspired china cabinet. During the move the two gentleman rammed the farm table into a door frame at the storage location, cracking both the door frame and one of the two footing bases of the farm table. I reported the incident to the home office that very afternoon - before the move was concluded. I paid for the move in full and subsequently filed a claim for the damages on 1/10/24. I received no response to that claim so I filed again on 2/6/24.I received a DocuSign file offering a value well below the cost of repairs. I left several voice messages and also replied via email requesting further consideration of the offered repair value. I received no response. Instead they closed my claim stating that the DpcuSign had not been signed within their allotted time.On 3/28/24 my call was transferred from the Atlanta office to ***** whereby I finally spoke with a gentleman who told me their offer had been final - despite the fact that the additional insurance policy I paid for stated that damaged items would be 'repaired or replaced'. I was told that if I didn't have the receipt for the table then they weren't willing to repair it. I also do not have the receipt for the door frame. I was eventually hung up on in the middle of speaking. And then no one at that location would answer my call again when the Atlanta office ported me over. I would like to be compensated fully for damages.

  

  Business response

  05/02/2024

  Thank you for the opportunity to address your concerns. Per our review of your claim file, an offer was determined per your elected coverage. Your elected coverage allows for a claim settlement offer to be made in consideration of depreciated replacement cost, repair, or repair cost. An offer was made accordingly. The claimed amount for the claimed property damage to a door was honored in good faith. The claimed amount for your table could not be justified as a repair estimate, or receipt, could not be provided. A good faith offer was made subsequently. The amount offered will be honored as full and final. Moreover, we apologize for falling short of exceeding your expectations.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a move on March 14th for a bedroom and a closet ! My move included two large dressers, a queen size bed frame with a mattress, a baby bed And a closet full of clothes with lots of baby items, and small miscellaneous items which were all reviewed before my move!The bill end up being 1005$ Very overpriced!! When I arrive to my new apartment, my landlord had notified me that my items were being thrown around before I could arrive so he knew something was wrong! when I arrived after seeing my furniture and not put back together and a bunch of broken items, I also discovered stolen and filthy items within a day so I called to try to situate things and the one who runs the local office was very rude. So I proceeded to call corporate the young lady that I spoke to you was very understanding and apologetic so she told me that somebody would be emailing me with a claim file to fill out so I did. I emailed back-and-forth with multiple employees from corporate and I was told that it would take at least 30 days for my claim to be filed if nobody had called me to call and check the status of my claim, I just recently called and apparently found out because I have a $400 balance. My claim wont even be looked at which is absolutely ridiculous. I paid the larger Portion of money for the move, which was $600. They are a scam. Im not paying anything if my items were broken and stolen from me. my very expensive mirror was broken horribly my sons bed was broken to the point of no repair when I asked for it to be left alone they stole personal items out of my UNDERWEAR drawer! I went through the entire claim process with multiple people in corporate For the last month and at no point did anyone tell me until I called today that my claim wouldnt even be addressed if I did not pay the remaining balance! Why would I pay if yall cannot guarantee me my money back or reimbursement . I will be opening a suit against the two men that did my move also as well as the company!!

  

  Business response

  05/02/2024

  Thank you for the opportunity to address your concerns. After reviewing your file, it was found that a pending balance is still owed. Unfortunately, a claim cannot be honored if your total bill for services rendered is not paid in full. We most sincerely apologize for the inconvenience. Once paid, your claim will be processed accordingly.

  Customer response

  05/02/2024

  I am rejecting this response because:   I am not paying a balance if my stuff was destroyed! That doesnt make any sense! That is bad business yall allowed yall workers to take advantage of a single mother and want me to pay 1005$ for WHAT! Absolutely not see you in court this is ridiculous 

  

  Business response

  05/07/2024

  Our sincere apologies for any inconvenience. Our aim is to always exceed customer expectations. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  paid $2227.10 for a move that should have taken 5 hours *** that turned into 10 hours. The workers constantly argued amongst each other the whole day and pointed blame on each. Our whole move was drug out which I feel was intentional. I had $5000 worth of furniture broken and only offered $420 in return. I paid for 3 movers instead of 2 so that our nice heavy furniture would be handled with care. When our items were dropped off the ramp of the back of the truck, it was done in front of the cameras at Extra Space Storage showing only 2 movers instead of the 3 I paid for. Our furniture being broken could have been prevented had all 3 movers of been involved. ************ who handled my claim was absolutely no help and told me I should pay for movers insurance to cover the things they broke. I want my furniture replaced/fixed or the whole move refunded as I am very disappointed with the service.

  

  Business response

  04/29/2024

  Thank you for the opportunity to address your concerns, *******. Our most sincere apologies for falling short of exceeding your expectations. This is never the commitment we make. After reviewing your claim file, it was found that a settlement offer has been made and agreed upon in regards to your move experience. Please see attached settlement agreement. Moreover, we sincerely apologize on behalf of everyone at All My Sons for the negative experience. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deceptive. I was told it would be 30 minutes travel time in each direction, and yet they charged me an hour in each direction ( total of 2 hours travel time was charged, despite the quote given over the phone) 2 movers showed up, and they were not efficient or careful. They charged me for miscellaneous items without approval ( mattress cover, blankets) and the initial quote was for $169.00 per hour, with a 2 hour minimum and again a TOTAL of one hour trip time. I was charged for items that were not necessary, nor agreed upon ( shrink wrap, mirror carton, tape, and a mattress bag) total Travel time charged was $338.00 and should be half of that. Packing materials of $84.00 needs to be removed, I never authorized. I was promised 2 PROFESSIONAL movers, and instead I received 2 men who seemed as if they greatly needed assistance with the task. They were not able to move things without causing damage along the way. Drawers were falling out of the dressers, as they did not strap them closed. Walls were bumped into consistently, and they moved very very very slowly. Moving blankets were only used on the top half of furniture. Multiple drawers are broken, and one dresser can barely stand. Two dressers will need to be replaced due to the carelessness. My longest dresser was strong enough to hold a 70 inch TV and now it is flimsy and cannot be used. I want to pay fare wages, but I have never formally received a final " receipt" which feels very underhanded, and yet I see on my credit card I have been charged almost $1200.00!! Totally unacceptable and demanding an adjustment. No FINAL **** EVER RECEIVED and NO FOLLOW UP. I will be DISPOSING of the two dressers as they are no longer functional.

  

  Business response

  05/02/2024

  Our apologies for the negative experience and confusion! We'd like to review this in depth on a corporate level. A claim form has been emailed to you with instructions for filing a claim. This will allow us to address all issues you collectively. Contact information for our corporate ************************ will be located on the claim form. Please do not hesitate to reach out to us with any questions. Moreover, we apologize that we fell short of exceeding your expectations.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around March 1, I hired this moving company based on a phone quote just over $700 for a two bedroom townhouse. The Move was approximately 10 miles across town. I was quoted for two guys and a ***************************************************************** to my move date, saying that I should hire another guy which would cost me much more money but take less time. Sounded reasonable When they actually came to the house, there was three guys and a 26 foot truck. As they started moving my furniture, they said I needed another truck and two more guys. They were also supposed to bring boxes to pack up a few remaining items. Did not box anything up but they brought the boxes three hours later and charge me $500 for the boxes and tape The whole time they were trying to upsell me and I kept saying no. By the time we got to the new house to unload, heres where the scam became more clear. All the guys stopped unloading my furniture and sat inside the truck while the leader went over the documents and told me it would cost me $2800 $2100 more than what I was quoted on the phone for a short move and a small apartment. In the past, Ive never paid more than $800 to move any of my furniture, etc.They told me straight up they would takeoff with my furniture unless I paid the bill. At this point, I realized Im being scammed so I gave them a credit card, knowing that I could have the charges reversed and disputed. This company has the system down between all the paperwork being signed correctly and credit card, taking manually and electronically Covering themselves legally The problem is the way they went about. It was a scam from beginning to end.They even tried to get me to post a positive review on ****** which I declined.The reviews are in the high 4s But when I went onto Yelp and some other company reviews, they were consistently in the 1s. Reading the comments and reviews seems I wasnt the only one that recognized scam. Artists.Its very pathetic that they can get away with this.

  

  Business response

  05/01/2024

  Thank you for the opportunity to address your concern. We apologize for the confusion. Per our review of your account in our system database, we see that all charges taken were accurate. You were charged an hourly rate for labor, one additional hour for travel time to and from you, a fuel surcharge, and for consumable packing materials used. Per your Bill of Lading, a minimum charge of $735.84 was applied to your move. In other words, for a total cost for services rendered under that amount would have resulted in the cost of the move totaling the minimum charge. The cost of your move is based on actual services performed. Unfortunately, compensation cannot be justified. We sincerely apologize for the inconvenience this has caused.  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/20/2023 I called All my Sons to schedule a move. I paid a $100 dollar deposit guaranteed by phone that the deposit would lock in my date and rate given via the phone. The rate was $150. This part of the job was accurate. However, between the deposit date and the move date, I never received an email containing any confirmation or contracts to be signed prior to the move. Being my first time using a moving company and buying a house, and based off the amazing reviews for the company, I didn't follow up for the documents. Fast forward to moving day, two men show up empty handed. I asked if they had the tools to take apart my beds as I was reassured on the phone (deposit day) that they would have ALL of the tools needed to take apart furniture and put it together again... This was a complete LIE. Again, I let it slide because all of my tools were boxed up. Because of this, they left my guest bed behind and quite a few other items. I was left with no Choice but to rent a Uhaul the next day and take apart my furniture and move myself. Back to moving day, they show up at my new address, and BEFORE they would unload any of my items, one of the movers told me I needed to sign a bunch of documents and pay in order to receive my items. Seeming like I had no choice, I signed all of the documents in my new kitchen so I could get my belongings. The movers phone was dead so he also asked me if I had a charger (so professional) and to take my payment, he had to wait till his phone turned on and call his office/manager to enter my credit card # over the phone. I never received an email with copies either. They unloaded my items and many things were damaged. However, the manager said they were not liable based on my signature... Need I reiterate, I did not get any paperwork until halfway through the move. I was not able to select my coverage or look over my items for any damage before they left. My bank failed to dispute it.. and told me to come here. IMMORTAL AND WRONG!!!

  

  Business response

  04/29/2024

  Our most sincere apologies for falling short of exceeding your expectations. Our aim is always provide a seamless transition from point A to B for every customer. We apologize that this was not the case during your move with us. We will insure these issues are addressed internally. Per our review of your file within our system database, it was found that a claim was filed and settled. Please see attached settlement agreement. This settlement was made in consideration of your move experience with All My Sons Moving and Storage. We appreciate the opportunity to address your concerns through this process. Furthermore, our apologies for the negative experience. This is never the commitment we make to our customers.

  Customer response

  04/29/2024

  I am rejecting this response because:   my original complaint against the company was the sheer fact that they took advantage of a single young woman. I was never presented any form of paperwork/contracts before the move. I was given all paperwork at the final destination and forced to pay & all paperwork that was pre-filled out for me by the company BEFORE they would turn over my belongings. The dispute where I was given $100 was after the original complaint. The company shattered my $3,000 laptop that I've had for 10 years. And they gave me $100. Pertaining that claim individually, I was unable to select the coverage I wanted for my belongings prior to the move. As I stated above, I was not given any paperwork or contracts to sign PRIOR to the move. Again, the company all my sons filled out the paperwork for me then forced me to sign and pay BEFORE they gave me my belongings at the final destination. This also meant that I was unable to look over all of my belongings before the company left to check for any damage. One of the forms that were pre-filled by the company even stated that I should sign after I look over my belongings for any damage. Curious how that was already filled out PRIOR to the move. This company should be ashamed of themselves. 

  

  Business response

  05/06/2024

  As stated, we do most sincerely apologize for claimed issues. Due to a resolution being offered and agreed upon, all issues pertaining to your move experience are considered resolved. Additional compensation cannot be granted. 

  Customer response

  05/13/2024

  I am rejecting this response because:   You bait and hooked me for my business!!!!! This is not acceptable! The original problem occured before I found my laptop YOU broke!!! Your company robbed me 2000 dollars! 

  

  Business response

  06/18/2024

  As stated previously, your claim has been resolved. We do apologize for the inconvenience.

  Customer response

  06/19/2024

  I am rejecting this response because:   It has not been resolved!

  

  Business response

  06/26/2024

  Thank you for the opportunity to address your concerns, *******.Our Most sincere apologies for falling short of exceeding your expectations. To have a negative experience is never our commitment. Per our review of your claim within our system database, on 2/09/2024 an offer was made and accepted. A settlement agreement was sent and signed by you, our customer. Payment has been mailed accordingly and your claim has been closed. Moreover, we do apologize for the inconvenience

  Customer response

  06/26/2024

  I am rejecting this response because:   I'm not sure why you're not getting this through your thick skulls unless I'm talking to an AI which I think I am, the resolved issue you're speaking of. That happened on February 9th. Was about the $3,000 laptop you broke during my move. Nowhere in that signed document where I accepted $100 for $3000 laptop stated that by doing so negates any other claims that I've made against your company! Only the broken laptop was signed, for and settled. Again, your company didn't fail to "meet my expectations."... Your company stole from me! You held my items hostage. You signed all of the waivers and documentation before I ever saw the papers, and then your mover told me I had to sign in order to get my things back. That is theft! I had no choice but to sign the documents you pre-filled out for me before the move started.

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to lodge a formal complaint against "All My Sons Moving and Storage" due to substantial damage caused to my property during a moving service, and the subsequent lack of response and accountability from their team.On April 11th 2024, I contracted "All My Sons Moving and Storage" to move my belongings from my condo to my new house. During this service, significant damage was inflicted upon my hardwood floors and my adjustable queen **** The floors were heavily scratched, and the bed, which functioned perfectly prior to the move, was damaged to the extent that it no longer operates.After bringing the damage to the attention of the movers, I was verbally assured by the moving personnel that I would receive an email within a few hours to initiate a claims process. Trusting their word, I awaited the email, which I did not receive. Subsequently, I contacted their office and was informed that the process to receive the claim form would take 24 to 48 hours. Unfortunately, more than 48 hours have elapsed, and I still have not received any form of communication regarding my claim.It is also important to note that I had paid an additional $175 for coverage of damaged items, which purportedly covers up to $5000 in damages. The lack of response and failure to initiate the claims process is not only frustrating but also a failure to uphold the terms agreed upon.Therefore, I am seeking assistance from the BBB to help facilitate a resolution where "All My Sons Moving and Storage" acknowledges the damage caused, proceeds with the claims process, and provides appropriate compensation for the damages incurred.I hope for a prompt resolution to this matter, ensuring accountability and fairness.Thank you for your attention to this serious matter. I am looking forward to your prompt response.

  

  Business response

  04/29/2024

  Thank you for the opportunity to address your concerns. We apologize for the confusion regarding filing a claim. A claim form has been emailed to the email address we have on file for you. This form will include instructions for filing a claim. Contact information for our corporate ************************ will also be included on your form. You may reach them at ************ or ****************************** Please do not hesitate to reach out with any questions. Moreover, we apologize for the less than stellar experience and look forward to addressing the issues you've brought to our attention accordingly.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/3 I moved using All My Sons moving, I paid a 100 deposit, $179 for insurance, and $1880 for the move. At my home the movers ( 2 males in their early 20s) were kind, and hard working. Once we arrived at the apartment, one of the movers developed a nasty attitude, being rude to me, complaining about the job, and unwilling to work with his teammate making the process slower. This movers attitude and demeanor made me uncomfortable so I called and reported this to the operations manager *****. ***** did nothing and said "he would talk to them". After the move not only were several of my items broken, but boxes that were labeled garage were in my apartment, furniture was left crooked and not against the wall, and still wrapped, and the movers left their dolly behind in the apartment. I was very unhappy with the experience during the move being treated poorly by one of the movers, and even more unhappy after seeing how my belongings were left. I also had the mover contact me daily about picking up the dolly. I agreed every time he asked to allow him to come get it, but he wouldn't show. Then text me again asking to come later or the next day. I also checked and I was overbilled, and not credited back until I called and disputed the charges. After paying 2k for a move I am shocked at the service I received, the lack of concern from ***** in operations, the state of my belonging. I reached to ***** as I feel completely taken advantage of as a female being treated this way, being bothered everyday about a dolly, making time in my schedule, and then no one showing up to get it and now have to pay out of pocket to hire other movers to fix AMS mistakes. ***** told me there's nothing can do and he talked to his guys. I have lived in 4 states, moved at least 12 times, and never experienced this level of unprofessionalism and lack of accountability from managers. When asked for an escalation ***** told me there isn't one and if his manager sees fit he'll reach out to me.

  

  Business response

  04/28/2024

  We do most sincerely apologize for the multiple issues you have brought to our attention. Moving is stressful, even at the best of time. It is never our intention to not alleviate the common stresses. We do see that a claim form has been sent to you. Through our claim process, all issues will be addressed. The claim form that was sent to you will include instructions for all necessary pieces of information needed to process a claim. Do not hesitate to reach out to our corporate ************* team with any questions. You may reach them at ************. Once your claim has been submitted, all issues will be investigated and addressed promptly. Moreover, we do apologize for the negative experience.

  Customer response

  05/06/2024

  I am rejecting this response because:  As advised I filed the insurance claim. The offer provided through the claim will hardly cover the cost of the damages, repairs, and replacements. This offer does NOT address the issue for which I filed the complaint over, which was the service quality, experience, and issues. $265 is not sufficient for the damages by themselves, let alone the damages and the initial complaint. The complaint filed through BBB was not over damages rather the service provided which is a separate issue. I do not feel the insurance offer attached addressed this at all. 

  Customer response

  05/14/2024

  This shows that the insurance process the business offered as a solution to this complaint does not cover my complaint or issue with the service, only the damaged items which is not why a complaint was filed. 

  

  Business response

  05/23/2024

  The customer experience we aim to provide is one that is beyond expectation. We again apologize that we fell short of that for you. An revised and increased offer will be made in good faith. This offer will be sent to the email address we have on file via DocuSign. We do sincerely apologize for the inconvenience this has caused. 

  Customer response

  05/24/2024

  I have reviewed the business response and accept this resolution. 

*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. ↩