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:09/06/2024

  Type:Product 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.

  Move: **************** to ********Initial representative: ********.Pros: I requested my belongings to be picked up on 8/13, and they were. ******** Rocky, and ******* were polite and careful with my items.From 8/13 to 8/31, my belongings were stored at a ****************. I spoke to my representative, *******, multiple times during this period. I was told there was a delay due to a family emergency. On 8/31, ******* informed me my belongings were picked up, with delivery expected by 9/5.On 9/4, *****, the driver, called to confirm delivery on 9/5 between 10-4 PM. ******* confirmed this. At 2:31 PM on 9/5, ***** called again, claiming the truck had broken down in ******* and he didnt know when my belongings would arrive.I called the office immediately. ***** answered but refused to let me speak to ******* and wasnt aware of the truck issue. ******* called back, acknowledging my frustration. However, ***** lied about the truck's locationbased on GPS trackers in my belongings. He claimed the truck broke down in *******, but it was moving between ****, ***************, and ********.The next morning, ***** responded casually with a thumbs-up emoji, saying delivery would be the next day. I demanded they rent a U-Haul and deliver my stuff immediately, but he directed me to call the office.***** refused to let me speak to ******* again. After explaining the ********* ***** had no real explanation. Despite multiple calls, ***** couldnt reach *****, who continued texting me, advising me to call the ********* that point, I was out of patience. It was clear to me that there was no genuine effort to resolve the situation. I told ***** Id rent my own U-Haul and retrieve my belongings myself. He replied I'd still owe the remaining balance of $1,300, which I found absurd.Bottom line: Find a different moving company. Theyre all liars. Do not trust them with your belongings, or you might go through the same frustrating experience.

  Business Response

  Date: 09/13/2024

  Dear Jes,  
  We have done a thorough investigation of the trajectory and process of your move. Understandably, you may feel deceived but we would like to further explain a couple of things. 
  As you may know by now, your goods are shipped in a shared semi truck that are heading in the same direction, delivery will be one after the other depending on the size of the move and the destination. The drivers first  delivery took place in ****, **, he then headed south to ****, ** then worked his way up to ******, ********** then *******, and finally *******, **. You were the last delivery on the truck, you are approximately 100 miles north of ******** 
  The drivers truck unfortunately broke down and got a replacement truck in ****, **, there is no excuse for the driver not answering your calls or keeping you updated. Truthfully the information was distorted through the different channels that handle this information, clearly this added frustration for the lack of communication. 
  We have protocols in place that are key in keeping our customers updated on advancement on their moves and deliveries, we reach out every other day to keep our customers updated. Sadly, your move did not go as smoothly as we wouldve liked and tried to make it as smooth and effortless as possible on the final day for delivery. On the day of delivery, a shuttle was required due to a dirt road, the shuttle was denied and you opted to use your fathers truck. When this service is declined, we will only unload the goods into the rental/personal truck, however, our driver took the extra mile and helped complete the delivery by unloading the goods onto your fathers truck and then assisted unloading them at the final destination, we provided this service with no extra charge for labor or time -this service wouldve been $475, it may not seem like much, however, this is fair given the delays for the unexpected mechanical breakdown but the driver gave his time and offered labor free of charge.
  After reviewing your account, we can confirm that you were satisfied with our service from the feedback obtained after your pick up. The delivery did not go as expected but the service was completed from beginning to end and within the timeframe stipulated in the Terms and Conditions of your contract. The 2 day delay was due to a mechanical issue with the truck, and the driver only attempted to find a fast solution, the movers did a great job during your pick up; requesting what practically is a full refund is not acceptable. We provided and gave you great service, unforeseen events can happen, and truthfully the drivers only fault was not being communicative given the uncertainty of the mechanical condition of the truck. 
  On the other hand, you proceeded to post bad reviews and complaints online with inaccurate details, this is a form of slander and we are requesting you to please edit/remove said reviews with correct details. We are here to help and assist our customers, and we will be happy to offer you compensation for the bad experience and turn this experience to a better one.
  
  

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  More lies from your companywow, how do you sleep at night? Your records DO NOT indicate I was happy at all with your services. I told ******* how unsatisfied I was MULTIPLE times and he also said he would escalate my situation to management. Everyone lies there so I wouldnt be surprised if you do show inaccurate records. Lol. I havent heard a peep back from anyone in regards to my situation being escalated. There was NEVER a shuttle offered. We HAD to use my fathers trailer. Also, ***** let me know he is a third party and has NOTHING TO DO WITH ADAMS MOVING AND STORAGE. He also was deeply offended that ***** lied and said he broke down in ******, he was NEVER IN ******. None of my reviews are inaccurate. So no, its not slander. What reviews are you referring to?! What kind of compensation are you offering because ******* offered $100 dollars in the exchange that I dont post a negative ********* that bribery or? If you want to actually offer fair compensation, thats a different discussion. I will reject your response for now.
  
  Regards,
  Jes
  
   
  

  Business Response

  Date: 09/19/2024

  Dear Jes, 
  Our previous response is based on our records and logistics. All of our calls are recorded, account records are always based on these calls. 
  We like to gather our customers feedback after the move to gather insight on their experience, this call was made on August 13th., and the feedback was not negative in any way, the account notes from August 13th. are attached (Please see AA619661 Feedback Notes attachment). On this call, when asked by ******* you said "Yeah, I would recommend the services for sure, they were very communicative and very friendly." 
  The reason we used your fathers truck was because a shuttle was needed in order to safely deliver your goods, a 53 ft. semi truck could not have accessed the dirt road leading to the delivery location, if there is restricted/limited access for semi trucks, a shuttle is necessary but this time considering the size of your move, your fathers truck was a good option to go with considering you did not want this service. 
  Our customer service team is only able to provide information based on what we see on our system or receive from our logistics team, if ***** or any of our customer service **** provided you this information, this is because it came directly from our dispatch department, we would not have access to this otherwise or the driver giving him this information himself. We have records he was in ******, he delivered one of our customers in ******, therefore, he was definitely there, your statement is incorrect (please see NV-AZ Trips attachment). In this attachment, we are showing both the records on our system and the trips in the order they were delivered on ****** maps for perspective side by side.
  Offering money in exchange for a review or bribery thereof goes against our company values. While it is true we love getting feedback from our customers, we dont believe in good or bad feedback, on the contrary, all feedback is an opportunity for further growth and improvement. Reviews are essential to modern businesses, many companies use this not only for enhancement and positioning businesses but this marketing of our brand. With this said, our offer to enhance your experience and offer you compensation for the bad experience and turn this experience to a better one still stands.
  
  

  Customer Answer

  Date: 09/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Hello,

  I would love to put this all behind us. I would love to know the offer of compensation before I accept your offer. ****** told me a couple weeks ago that I would hear back from someone because the situation was escalated, supposedly. I have yet to hear a single word besides this ongoing conversation. Please call me before the end of the week.

  Also, 8/13 was when the actual people that work with Adams Moving and Storage picked up my belongings. Pulling the call recordings from the days that led to the actual delivery of my belongings would be an entirely different story. I hope those calls are also reviewed. ***** is a terrible agent to have on your team.

   

  I will reject this offer for now, as I have asked for an amount in a previous response, and stated the only compensation I was offered was $100 to not write a bad review.

   

  What is the offer for compensation?

  It should be understood that my experience thus far has not given me the trust to just accept your response and reject your complaint. Again, I was told this situation would be escalated two weeks ago and I havent had a single call from anyone at your company.

   

  Call me at my primary number, the 602 number. I havent even got the email ****** told me would be sent to me when I said some of my things were missing.

   

  And do not claim you called, because I have all my phone records and there hasnt been a call to me since I spoke with ****** on 9/9.

  
  Regards,

  *** *****
  
  
   

  
  

  Business Response

  Date: 09/27/2024

  Dear Jes,
  This was escalated by ******* as promised by him. And calls have been reviewed, as mentioned in our previous response, you were provided only with information provided to us at the time of your call.
  The information provided in our previous responses is evidently being distorted. As stated in our initial response After reviewing your account, we can confirm that you were satisfied with our service from the feedback obtained after your pick up. The delivery did not go as expected , we are not denying the fact  your move did not go as smoothly as we planned given the unexpected circumstances of the mechanical breakdown causing the delivery to be held back a couple more days. But it is true you provided good feedback on your call from August 13th.
  You have provided inaccurate information in all 3 of your responses:
  You stated our truck was never in **, this is clearly untrue as one of our customers was delivered there, we have given accurate information and even have provided proof from our logistics team. We even shared the complete trip (please see NV-AZ Trips attachment).
  You stated a shuttle was not needed due to the dirt road leading to your delivery location, we are attaching a picture that shows the road heading to your home is indeed a dirt road. We also have pictures of the delivery that shows a dirt road ******* Maps attached).
  Limited/restricted access in a semi truck will require a shuttle service, we offered this service free of charges given the unexpected setback with your move. We assisted your father to unload onto his truck and then unload at the delivery location, this takes the driver double the time and double the labor,  this service wouldve been $475 (please see *********** & *********** 2 attachments).
  ***** stated ******* offered $100 in exchange for a review, however, were not obligated to offer any money or compensation for the move considering your delivery took within the delivery timeframe stipulated in our contract. Your move was handled with care and integrity throughout the moving process despite the challenges that came up.
  The service received is not what we aspire to give our customers, after careful thought and reconsideration we will not offer further compensation from what has already been given ($475 shuttle service free of charge). You have gone through great extents that hurt our brand tremendously, you have slandered our company in efforts to get compensation for a service that was rendered and completed in a timely manner. Stating false information in spoken or written form is slander and you have done just that, we feel offering you further compensation at this point would actually do what you accused  us of doing.
  

  To the complaint handler/case manager, we ask that our responses are thoroughly reviewed and this complaint is closed as we have addressed the customers concerns and compensation was given at the time of delivery by providing free labor and time. 
  

  
  

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I havent went through great extents to hurt your brand. I just gave an honest review. You are all so emotional, lol.
  Like I stated already, I gave a good review on the day of pickup, which was the only time I had a good experience. Pull the calls from 9/5-9/7 when I spoke to *****. Judging by your other reviews on BBB, my review isnt an anomaly. So no, Im not out to get you. If I was, then my call on 8/13 would have been a bad review. I have a life, its not my goal to put down businesses.

  Your reputation will get worse and worse because of how badly you treat customers. Karma always serves though, wish you all the best!
  
  Regards,
  *** *****
  
   

  
  

  Business Response

  Date: 10/03/2024

  Dear Complaint Handler,
  
  We have addressed each of the customers concerns, this being our 4th response, we are requesting this complaint is closed.
  
       A lot of the customers concerns and frustration (understandably) is that the diver was not responsive to her or our customer service team, the information we were able to provide was the information we were receiving from our dispatch/ logistics department.
  

       The unexpected mechanical breakdown delayed the delivery by 4 days, however, the delivery was still done in a timely manner.  
  

       We explained the drivers trip started in **, made his way south then up to her destination, she was the last stop on this trip. We have shown proof of this.

       The customers first requested delivery date was on August 16th., the goods were shipped out on August 31st., the delivery was completed on September 7th.  We have 2-21 business days to complete her delivery based on the contract, this term was met.
  

       The customers delivery could not be made on a full semi truck, this means we would need to transport the goods to a smaller truck in order to safely complete the delivery. This service was declined, however, our driver offered this service for free to compensate for the delivery delay due to the mechanical breakdown of the truck. This service wouldve been an additional fee of $475 but it was done free of charge.
  
  The customers request for a refund of $4,500 is outrageous, her entire move was $4,075.15. Shes requesting a full refund for a service that was fully completed, completed in a timely manner, no damages have been reported to us, other than the unexpected mechanical breakdown, everything else went smoothly. Shes ultimately requesting a free move and more, weve taken accountability for the delays, shes been granted a $475 service free of charge for this reason. Shes requesting a full refund after slandering our company online, and wrote dishonest statements,  even after  proving the driver was in ** because according to her, he wasnt. 
  
  We thank you for taking the time to review our responses and the files weve attached, we are confident you will see this move was done in a professional manner aside from the expected mechanical breakdown, we had no control of.

• Initial Complaint

  Date:04/03/2023

  Type:Billing 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.

  Incident Description My complaint is against Adams Moving and Storage 1- The company failed to record inventory items full of new hikingboots, snow boots, 4 pair of new golf shoes, and other athletic shoes. Since they did not record it, they did not deliver it.This seemed to be intentional theft. value: $1000 2- the company failed to record and inventory item Bose Speaker in itsoriginal box. Thus was not delivered. This seemed to be intentional theft. value: 500 3- The company gave a low bidoriginally. After all was said and they charged me for 1 month of storage, of which I only used 3 days, and additionalmoving charges. $2500 more than originally bid. In addition, they arbitrarily changed the rate they charged for storage,more than quadrupling the storage fee. 4- The company was callous in its handling of my belongings. Several brokenglasses, dishes, serving dishes, broken and damaged furniture piece They would not deal with me and only referred me totheir insurance company, who denied any liability

  Business Response

  Date: 04/05/2023

  Dear Byron, 
  We are sorry to hear about the issues you experienced with your move. 
  We have carefully reviewed your account and paperwork to properly assess your situation. You are stating you are missing some items that were purposefully not documented, however, the items you are mentioning were not part of your original inventory, we cannot confirm you indeed listed/took those items. One important key point to point out is that if those were not listed in your original inventory (your original inventory is attached), you proceeded to agree and sign off on the estimate, meaning you were aware that these items were not included, the inventory can always be adjusted prior to your move, but in this particular case it seems it was not and the items you are mentioning were not a part of your move.  Hypothetically speaking, if these items were in the boxes we loaded, the movers would have listed it as “box”, they don't go into each box individually to record the items in those boxes, in fact, if the boxes were already packed these are just loaded and delivered as is. 
  
  It is completely understandable you are seeking compensation for what you may see as “fair” but deliberately misstating details and facts should not be the route. You were offered 40 days of free storage as opposed to the 30 days we offer, this starts from the day of pick up, in your case December 15th, if you count 40 days you end up on January 24th. You called on January 18th stating your requested delivery date was January 31st., you did not use only 3 days of storage but rather a full week (Please see ******* Email and Account Notes attached). As further proof, you were reached out by one of our representatives, Phillip, on January 5th to check in to see if you had a delivery date established to which the answer was no, during this call you were advised you had 40 days of FREE storage (Please see ******* Email and Account Notes attached). An email was sent to you on this day as well, mentioning “We currently don't have a first available delivery date or address to deliver your belongings, take into consideration that your goods will remain in storage for free for 40 days, after that, a storage fee will be assessed to the account and added to the balance. These charges can NOT be prorated, meaning the fee will be applicable for the usage of 1 day or the 40 days respectively.” (please see ******* Email and Account Notes attached). With this information said, your storage fee did not quadruple, you are charged $1 per cubic feet, you had a total of 1,700 cubic feet resulting in a storage fee of $1,700. It is important to mention that this information was provided on January 5th, so when you called on January 18th to provide your requested delivery date 1: you were aware you would be over the 40 days of free storage and 2: you knew by the email sent that rates are not prorated. Ultimately, you willfully dismissed the information provided and weeks later are seeking compensation claiming you were wrongfully billed. 
  
  
  You are also stating you acquired additional charges of $2,500, this is also false. Your estimate consisted of 1,500 cubic feet for the items listed in the inventory, this is not a guaranteed price and you are charged for the actual cubic feet your items take, in this case you used an additional 200 cubic feet, and we respected the original rate offered which resulted in a fee of $840, the fuel surcharge 10% fee  is automatically recalculated based on the total cubic feet. We did not bid low on your original estimate, overall you paid $924 additionally due to the additional space/fuel surcharge, again, nowhere near $2,500 of additional charges (please see Estimate vs Final Invoice). 
  
  
  We definitely want to make sure you get the assistance you are seeking, we definitely wish we could avoid damages at all cost, however, these happen from time to time, you are able to submit a claim for the damages that happened. Any damages or broken items must be processed through our claims department, this does not necessarily mean that we “would not deal with” you but rather follow protocols in place. If CSI denies liability for any reason, we still would like to help you, please provide us with your claim ID, we will reach out to them directly and try to sort this out for you. 
  
  
  Undeniably, we are sorry you feel this way about your move and want to further assist you with your claim. Unfortunately, there is no billing adjustment that can be made in reference to the storage and overload fees. Again, we are very sorry for the damages that occurred.
  
  

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I disagree with the response from Adams Moving and Storage. 
  
  I knew they would decline my complaint as they shrewdly did not inventory the items that went missing and in my opinion theft. I am left without much to support this part of my case.
  
  HOWEVER, they did hold my belongings hostage in storage by demanding a payment of $1700 of which I paid as ransom. This was double what I should have paid, as their contracted rate was .50 per cubic ft, rather than the $1 per cubic foot that they charged me. I would like to at least claim $850 for the overcharge. 
  
  
  thank you
  Byron ******
  
  Regards,
  
  
   
  

  Business Response

  Date: 04/28/2023

  Dear Complaint Handler, 
  We are sorry that Mr. ****** does not find our response satisfactory. 
  In our last response, we explained in great detail and with proof how our customer made false claims against our company. Coincidentally, the customer claims the items were purposefully not included in the inventory and were lost, oddly enough, he didn't even include these items in the original inventory, and signed the inventory paper handed at pick up. Unfortunately, we are not able to hold responsibility for lost items that were never accounted for and  these items were never part of the original quote. In our opinion, we should not be held liable for lost items we have no record of.  
  Mr. ******'s accusation that his items were held hostage are completely fictional and incoherent. We reached out several times during his 40 free days period in attempts to obtain information to proceed with delivery to avoid any storage fees, the customer was completely aware (as shown in our records, previously attached) that once he exceeded this period, his storage fee would be prorated. His requested delivery date was January 31st, the goods were loaded on February 2nd, the goods couldn’t have been held hostage if it shipped out soon after his requested date, this is a clear display of dishonesty as a form coercion upon our company to ultimate get his way, his goods were not held hostage in any shape or form. 
  We are always open and willing to assist our customers, we had mentioned previously that we could not offer a refund for a fee that was generated and applied Mr. ****** disregarded our follow ups and notices, this was with the intention to avoid this exact situation. However, we’ve decided we can offer a refund of $350 in solidarity to the customer’s situation. This refund is certainly fair considering the circumstances for which the fees were generated.  
  
  

  Customer Answer

  Date: 05/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory . 
  

  I will accept the offer to close the complaint with a refund of $350. I would like to know how and when the payment will be made. 
  thank you

  Byron ****** 
   

  
  

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I accepted the companu's  offer of a payment of $350 on May 2. To date, I have not received the payment from the company, Addams Moving and Storage. It appears that we need to re-open the complaint until I receive payment. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 06/12/2023

  Hello Byron, 
  
  We are sorry that you have yet to receive the refund offered. There appears to have been a misunderstanding, your refund is currently on our list to be issued, however, we were waiting for the BBB complaint handler to notify us that  you had agreed to this settlement, this is the reason why you have not received it. We will issue the refund as soon as possible. 
  
  All the best!

  Customer Answer

  Date: 06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I will agree to resolve and close the complaint once I have their proposed settlement funds of $350 in hand. 

  thank you
  
  Regards,
  Byron ******
  
   

  
  

  Business Response

  Date: 07/11/2023

  Dear Complaint Handler, 

  We sent the refund to Byron ***** on June 14th., we updated the customer via email. The refund was processed via PayPal, usually the refunds reflect within 5 business days. We are requesting that this complaint is closed as this refund should already reflect on the customer's original account. 
  
  All the best!

• Initial Complaint

  Date:07/15/2022

  Type:Billing 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.

  On 06/20/22 Adam's Moving &Storage, ****** ********* created an estimate/quote for my move from Federal Way, WA. to Oceanside Ca. Name: Denise *** Phone: (**** ******** denise_******************* Job #: ******* Created: 6/20/2022 Specialist ********* Email: ******@adamsmovingandstorage.comRelocation Phone: (**** *************** ******** **** * ***** ***** ******* **** ** *****Pickup Date: 6/24/2022 - 6/25/2022Estimated Volume: 800 cf.Estimated Rate: $5.20 per cf.Delivery Address: *** * ** ****** ************** ** ***** Basic Estimate Price:$4,160.00 Fuel Surcharge 10%:$416.00Basic Valuation Protection ($0.60 per lb per article):$0.00Discount:-$100.00Total Moving Estimate:$4,476.00Total Paid:$450.00Balance:$4,026.00Total Inventory: 79 items1) The contract states they are not a "Broker Company " & it turns out that they are! The "foreman" Mr.Alex ****** came from another company to pick up my furniture& boxes on: 6/24/22. He provided and signed sep. invoices stating: 2)"No extra charge for Packaging mat" 3) No charge for flight of stairs.Alex would charge extra for 100 cu ft. of extra boxes that weren't accounted for. & that he was asking me for a personal check for 50% of the balance. Total $4,476 minus deposit of $450. = $4,026 minus 50% equals $2,013. However; last minute Alex changed his mind & said not to pay him but to deal w/ Adam's on 7/27.I took pics of the moving truck w/ their lic. plate &Alex & his crew took off. I guess items went to storage.I began to drive to CA. w/ my friend Toni 6/26 & on 6/27 Op Mgr.Mr. ***** called &said that my bill was over $1,500 more!. & he wouldn't deliver goods until I mail them a cashier's ck. for$3,229.80 to TX. I sent the Ck.6/28. Adam's/ Mr. ******* called 7/3 & said the truck was loaded however; ******* didn't know when the truck would del. supposed to call 24 hr in adv. They didn't! ********* Co. David ***** was intoxicated when del. goods 7/5. I gave cash $2,201.09. they didn't assemble furn.&left boxes in driveway!

  Business Response

  Date: 09/07/2022

  Hello Mrs ***,

  We looked into your complaint and files and would like to provide you with resolution. 

  In your complaint you made a statement that “we are brokers” this statement is incorrect. In our contract is states:

  "We are not brokers, we are the moving company" is indeed correct, a sister company or a carrier is not a broker, to clear up, a broker is only a middle person between the customer and the moving company, they help reserve the move then proceed to find the company that best fits to carry out the move, once the move has been handed over to the moving company, they take over the entire move. A sister company or a carrier is an asset to the company that allows us to have a further reach into different locations throughout the country, we work directly with the company and customer in every step of the way. 

  Alex, is in fact our forman, he work for our company. After you decided to scribble all over the contract and write your new terms on it is when Alex refused to take payment and respectfully asked you to speak with the office so they can collect payment and send you a clean contract. We understand that your move was stressful and we didn’t meet your expectations we are happy to help you file a claim with our claims department if you feel like you need to be compensated. 

  Additionally it looks like you shipment was delivered soon after you submitted your payment, less then a week later your belongings were delivered. 

  Please check your email where we have sent you instructions on how to file a claim. 

  We hope this gives you a better understanding and we look forward to helping resolve your claim once submitted. 

  Best Regards

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Look at the attachments that I provided. You/ Your company Adam's Moving and Storage first and Original contract states a total of $4,476 and then you erroneously charged me an additional $1504.89 and you made a 2nd contract for $5,980.89, which was for expenses that never should of been charged!!! Look at my attachments that I sent you in this email. You never should have charged for extra packaging, nor you should not have charged me extra for extra flight of stairs nor for Long carry, it is clearly stated in the contract signed by your "Foreman, Alex ******" and myself that these are charges that I was not to be charged for. Also you should not have charged me for extra fuel charges since the 10% fuel charges were already charged in the Original Contract!! Therefore; I should NOT have been charged any of those added/extra expenses!! Also, the truck driver/ the person that delivered my furniture named David *****, he said that he worked for "********* Company" ( again this is why I said that you breached the contract, because it clearly states in BOLD writing that "WE ARE NOT BROKERS", which again this is untruthful because if that was the case then the delivery man Mr. ***** is supposed to have worked for Adam's Moving and Storage and clearly he did NOT!! He works for "********* Company" In any case, the contract that you all signed states that they are supposed to delivery all furniture and good and ASSEMBLE ALL FURNITURE" and put EVERYTHING BACK IN IT'S RESPECTIVE PLACE! And the fact is that they DID NOT assemble anything!! And Mr. ***** left boxes in my driveway!! And they were so unprofessional, Mr. David ***** was intoxicated when he arrived!! I brought to his attention and to the company's attention and the others that were here present on the day of delivery, a Handyman and the HVAC people that were all here and present, smelled that his breath smelled of Alcohol!! And Mr. ***** himself admitted to drinking!! This is appalling and so unprofessional and inconsiderate of me and others that he said he needed to get to other people's homes for the next delivery!! I have pictures of how they left my home without the assembly of furniture and leaving boxes of valuables in my driveway and I took picture of the delivery truck that still had goods in there for his next delivery!! And also they scratched and damaged my furniture as well.For these many reasons and unacceptable conditions my complaint to the Better Business Bureau remains in full force and affect I am seeking for monetary damages and I have made a legal complaint to *** ****!! Please respond to this complaint and to the *** **** complaint ASAP!!
  

  You know my phone number and my email address. ************

  Regards,
  Denise ***
  
   

  
  

  Business Response

  Date: 09/30/2022

  Dear  Denise ***, 

  We have reviewed your concerns regarding your move, we are sorry that you do not agree with the charges that were applied to your move. We have thoroughly reviewed our records, your account/contract, and your previous attachments, this is what we were able to gather. 

  As mentioned, your original estimate started at $4,476 for an 800 CF feet move at $5.20 per CF including 10% fuel surcharge with no VIP/ partial packing, no flight of stairs, or additional services included.  

  Your contract agrees to “Disassembling and Reassembling of your furniture for no extra charge (basic furniture),” this would include items, such as, dining table, coffee table, beds, etc. A king sized bed is listed on the inventory, however, the “Special Notes” field is blank and does not specify it is an electric bed, usually, we would require this to be unassembled beforehand as it requires special care, this item is not only not considered basic furniture but it is considered a bulky item since it includes a motor and other electric mechanisms.  The contract lists “Free use of moving pads for furniture wrapping” included in your full-service move, the use of moving pads/blankets is to protect your furniture when loaded/unloaded to avoid scratching, scuffs, and such, but, this does not mean your goods will be bubble/plastic wrapped, packed into boxes, or cradled. To further clarify, the contract also states “”Packing services are not included unless specified in this estimate”, in the breakdown of your charges you will see no packing services are specified, this means that any items that required packing will be charged additionally, such as mirrors, T.Vs, dishes or anything fragile that requires to be protected or packed into boxes as this requires materials, time and labor. 

  In your complaint you state “”You never should have charged for extra packaging, nor you should not have charged me extra for extra flight of stairs nor for Long carry, it is clearly stated in the contract signed by your "Foreman, Alex ******"and myself that these are charges that I was not to be charged for,”however,  in the “Additional Fees” section of your contract, it states “Flight of stairs (7 steps): First flight is for free at origin only. Any additional flights will be charged at $75.00 per flight”, this information can be found in your original estimate and in the attachment you included. Although we find your concerns and doubts regarding the additional charges valid, these are specified in the original contract you agreed to, including, “Please be advised that the current rate is accurate for the amount of items and space that are listed in this estimate...Total charges will increase if you order additional services or add more items. The total cost is based on actual space CF taken.”

  On the day of the move, paperwork was handed to you, the paperwork was signed but additional markings and notations were made by yourself, as a result, this voids this copy unfortunately, in addition the Bill of Lading along with other pages are incomplete as you can clearly see. On the day of the move, “the customer will receive a revised estimate in order to make they aware of any overages beforehand,” you were instructed by Alex to reach out to our office for arrangements and payments because you refused to accept any of the additional fees mentioned previously. The conversation you and Alex may have had during the move regarding additional fees does not override the company’s Terms & Conditions and these will be applied as your original signed estimate does not mention any special requests, prices, or adjustments, for this reason, you were sent a second revised estimate with the correct information and fees. Per the new revised estimate Bill of Lading, you can see you are being charged for 100 additional cf your items took on the truck, the 10% fuel surcharge is automatically recalculated based on the total cubic feet used, packing materials applied (you can see the breakdown on the PACKING MATERIALS CHARGES page), a “Dissasemble electric bed with motor” charge is listed because this is considered a bulky fee (previously mentioned-quoted in the contract). You can also see a charge for $85 for a flight of stairs, as mentioned previously, “additional flights will be charged at $75.00 per flight,” this means you have had a bit more than a flight (7 steps) therefore $85 total were charged. A confirmation call is made a day prior to your pick up, you are given a timeframe in which the movers will arrive and the movers call 30 minutes to 1 hr prior to the move, however, you were not ready at the pick up location and made the movers wait, therefore, a waiting fee of $200 was applied, as this delays our other pickups for the day. The charges accumulated during the move are valid, as you can see (or referenced above in the original contract/estimate), these were generated due to additional services required in order to successfully complete your move, the charges have an origin that are accounted for in your contract. We hope the breakdown of this information provides further clarity and explains why you were not erroneously charged.

   

  All the best!

  
  
  

  Customer Answer

  Date: 09/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]On 06/20/22 Adam's Moving &Storage, ****** ********* created an estimate/quote for my move from Federal Way, WA. to Oceanside Ca. Name: Denise *** Phone: (909) 286-9942 **************@hotmail.com Job #: ******* Created: 6/20/2022 Specialist ********* Email: ******@adamsmovingandstorage.comRelocation Phone: (206) 736-2509Pick-up Address: **** * ***** ***** ******* ***, WA 98003Pickup Date: 6/24/2022 - 6/25/2022Estimated Volume: 800 cf.Estimated Rate: $5.20 per cf.Delivery Address: *** * ** ****** RealOceanside, CA 92058 Basic Estimate Price:$4,160.00 Fuel Surcharge 10%:$416.00Basic Valuation Protection ($0.60 per lb per article):$0.00Discount:-$100.00Total Moving Estimate:$4,476.00Total Paid:$450.00Balance:$4,026.00Total Inventory: 79 items1) The contract states they are not a "Broker Company " & it turns out that they are! The "foreman" Mr.Alex ****** came from another company to pick up my furniture& boxes on: 6/24/22. He provided and signed sep. invoices stating: 2)"No extra charge for Packaging mat" 3) No charge for flight of stairs.Alex would charge extra for 100 cu ft. of extra boxes that weren't accounted for. & that he was asking me for a personal check for 50% of the balance. Total $4,476 minus deposit of $450. = $4,026 minus 50% equals $2,013. However; last minute Alex changed his mind & said not to pay him but to deal w/ Adam's on 7/27.I took pics of the moving truck w/ their lic. plate &Alex & his crew took off. I guess items went to storage.I began to drive to CA. w/ my friend Toni 6/26 & on 6/27 Op Mgr.Mr. ***** called &said that my bill was over $1,500 more!. & he wouldn't deliver goods until I mail them a cashier's ck. for$3,229.80 to TX. I sent the Ck.6/28. Adam's/ Mr. ******* called 7/3 & said the truck was loaded however; ******* didn't know when the truck would del. supposed to call 24 hr in adv. They didn't! ********* Co. David ***** was intoxicated when del. goods 7/5. I gave cash $2,201.09. they didn't assemble furn.&left boxes in driveway!Adam's Moving and Storage breached the contract several times as mentioned above. 1)They stated "We are not Brokers" however; they are Brokers because they distributed my work order to 2 different companies, one named Ever*****. And 2) it states in the contract that they were supposed to assemble my furniture and they "DID NOT"! 3) they were supposed to deliver all goods and boxes in the house and they left boxes outside on th driveway. 4) The truck driver that delivered my furniture named David ***** from ********* Company was INTOXICATED, this is unlawful, unacceptable and illegal and all these are reasons that Adam's Moving and Storage Breached the contract and this also caused me grievance and emotional stress and pain and suffering. And As I also mentioned Adam's Moving and Storage overcharged me more than $1500 plus for charges that were not to be overcharged because I provided the BBB with signed documentation saying that the Foreman Alex ****** stated that Adam's moving and Storage would not charge any extra for 1) Flights of stairs nor long carry. 2) There was not supposed to be charges for extra packaging as stated in the documentation signed by Alex ****** and there was not supposd be charges for "Waiting time" because the Original contract states that they were supposed to be there between 10 AM TO 2 PM and I was home and willing ready and available when they arrived about 2 pm I was home and they should not charge me any "waiting time"! For all these items mentioned they need to compensate and return and refund my money back for all the items mentioned above. And they damaged a great deal of my furniture with missing parts and scratches. At the very least Adam's Moving and Storage should refund my over charges of $1,500-$1,800. All the documentation and copies of everything I mentioned has been included and attached! Please view all documentation and attachments provided. 

  Regards,

  Denise ***

  
  
   

  
  

  Customer Answer

  Date: 10/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  I have attached a file that contains an 8 page document. The following documents include my cover letter and letters from witnesses: 1) Tom Frostad, (Neighbor) 2) Messages from Flora (The Marketplace) 3) T-Mobile call logs (Foreman, Alex ******'s phone numbers) 4) SureFit HVAC Company Carlos Segura and 5) Randy Ward (Handyman).

  Please review the following documents and attachments that are pertinent to this case. These are the facts and true statements from Witnesses that clarify all and any doubts. I am including that I am seeking reimbursement for Overcharges and Grievance that was caused by Adam's Moving And Storage and it's Operations Manager Aaron *****. (et all). 

  Since Adam's Moving and Storage Breached the Contract in several ways and also they did not assemble any of my furniture, I had to pay $300 extra to a 3rd party to assemble my furniture.

  I previously showed proof of several attachments that shows that I was not supposed to be charged for the following items however they charged me for:

  1) "Long carry and Flight of stairs" $85

  2) "Extra packaging" $247.89

  3) "Waiting Fee" $200

  Lastly, There was missing bed parts, damaged furniture, and the Grievance of all the stress, heartache and pain and suffering. I am seeking reimbursement for Over-charges and Grievances, a total of $2,000, caused by Adam's Moving and Storage. Please resolve ASAP!

  Denise ***

   

  Regards,
  
  
   

  
  

  Business Response

  Date: 10/21/2022

  Dear Complaint Handler,
  

  Our company has provided thorough details pertaining to the additional fees that were generated during the move. We strongly believe our customer is using underhand tactics to fit her side of the story for monetary gain, leaving important information out although we did try to accommodate in the best possible way to keep her satisfied. We don't deny that her move may not have gone as smooth as we would’ve liked due to unforeseen instances. Our company has been upfront about any fees that may be generated,  these fees are stated in her estimate prior to booking and these are also explained during the QA call prior to her pick up. Denise also states we would not have reached out about her move until she reached out to us, this is untrue because the notes will also show the times the customer had been reached out to and was left voicemails, texts, and emails (AccountRecords QA/ PU notes/PickUpConfirmation attachments - the timestamp is in central time due to our system but the customer is in PST). Our customer insists she wasn't supposed to be charged for certain fees,such as:
  
  The flight of stairs fee- the pick up was done at condominium  (1900 S 368th Place Apt 101), the movers had to move furniture down stairs and into the truck, if the movers had to carry through more than 7 steps (first flight-7 steps are free) a fee of $75 is generated, it is likely the customer had a bit more than 14 steps due to the $85 applied, in the “INTERSTATE REVISED WRITTEN ESTIMATE,” you can see it says “Stairs@PU”, this is confirmation that there were stairs at the pick up location(Please see Denise ***. Revised Estimate ******** attachment).  
  
  The customer also claims that she is not supposed to have extra packing fees, if we take a look at the “PACKING MATERIALS CHARGES” page, there are some charges that were added due to packing/materials used during the move for a total of $247.89, like shrink wrap, boxes, T.V packing, tape, etc will be added as a charge (Please see Denise ***. Revised Estimate ******** attachment).  
  
  The waiting fee was generated when the customer reached out to our customer service team on the day of the move, June 24th, to let us know she wasn’t ready because she wasn't finished packing (this is also confirmation our team ended up doing some packing for her, therefore, the packing fees), her reasoning was she had requested to move on the 25th, she said couldn’t move that day or she requested to be the last pick up of the day “after 2” as she stated in her call. This generated a problem for us because she had already confirmed her pick up a day prior and the crew headed to her location the following morning around 8 am. She was aware we would be coming the following day any time between 10-2 pm but the movers would call in advance once they got closer (email is attached above). When the reservation is done, her representative advises we need a 2 day pick up window in case anything happens we have a second day to fall back on this is again discussed during the QA call days before her move. She claims to have requested the 25th but this does not guarantee that her move would be scheduled on that day, our dispatch department schedules based on availability, move size, and location. Denise is using her neighbor’s letter and screenshots to “prove” she was home and manipulate her side of the story, however, we have a conversation between our teams after she had requested to be the last pick up, the team had already left our warehouse, this was early that morning (please see PU Request at 2/ Waiting Fees attachment-date and time included). Tom Frostad’s (neighbor) letter only proves she was home, of course, because she was finishing packing, however, we have a recorded call from that day in which she is requesting the movers to show up after 2.  
  

  Our customer also disputes a waiting fee of $200 but we are also attaching a screenshot of her account notes, where the representative who reached out notated the account she had accepted a waiting fee of $200 due to the crew having to wait for her until after 2 pm to start the move and the screenshot sent to the dispatcher regarding this fee (Please see Waiting Fees. Denise *** ******** attachment) .
  
  

  We definitely understand that Denise may have had some missing bed parts and damaged furniture, we are ready to work with her through our claims process, unfortunately, any compensation for damages or broken items need to be submitted through our claims department as this falls back on the liability coverage affiliated through the insurance company. We have sent the Claims Process via email. 
  

  Although we sympathize with our client about the stress and heartache that occurred during the day, some are a result of the customer’s unwillingness to carry on with what she had initially agreed, these include the pick up date and time and additional charges. Denise is requesting to be compensated for “ the Grievance of all the stress, heartache and pain and suffering”, but she has failed to mention that she was hard to work with and hostile to the movers they were just doing their job, in fact, the dispatcher desperately had to reach out to our office for support from our Customer Service Team as well as ******, her representative (please see Dispatch asks for help attachment).
  
  

  Furthermore, we do not- in any way- condone any unprofessional behavior from any of our team members, this is from anyone involved from reservations through delivery including our drivers.  After further internal investigation, we did find that the customer called and reported she suspected the driver completing her delivery had been drinking. Our dispatch department took action by asking the driver to remove himself from the premises as soon as possible after unloading the goods to avoid further disruption since we could not get another crew or driver out to the location right away, this is the reason why the goods may have been left unassembled. We admit that this was not the best way to handle the situation and the driver should’ve completed the job, for this reason, we are willing to provide a refund of $150 for half the handyman fees our customer had to pay. Internally, our driver was questioned when he got back to our warehouse, no obvious signs or “smells” of alcohol were found, however, there were other consequences due to his overall performance. These actions do not represent our company or the way we do business, nevertheless, we will work hard to avoid these situations in the immediate future. Our goal and occupation is to provide a stress-free process where our customers' only concern is to meet us on the other end to take delivery.