BBB Logo

Better Business Bureau ®
Start With Trust®
In Eastern Massachusetts, Maine, Rhode Island and Vermont

This Business is not BBB accredited

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Father and Son Relocation Services, Inc. include:

  • 60 complaints filed against business
  • 10 complaints filed against business that were not resolved
  • Government action(s) against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

60 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 4
Delivery Issues 9
Guarantee/Warranty Issues 1
Problems with Product/Service 39
Total Closed Complaints 60

Additional Complaint Information

Based on BBB files this business has a pattern of complaint concerning delivery issues, service issues, and customer service issues. Consumers state that the company gives them a price for the services and then when the job is to be done consumers are told it is far more than the price they are quoted. Consumers also state that often times this company does not arrive to complete the job until days after the scheduled arrival date. Consumers also state that in many cases their belongings arrive late, damaged, and in some cases not at all. Consumers also state that customer service is not responsive or helpful. 

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Father and Son Relocation Services, Inc.
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 7

Additional Information

top
BBB file opened: June 29, 2007 Business started: 06/29/2007 in MA Business incorporated: 01/07/2008 in MA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

United States Department of Transportation
1200 New Jersey Ave, SE, Washington DC 20590
http://www.dot.gov/
Phone Number: 202-366-4000 / TTY = 1-800-877-8339
The license number is 31326.

Type of Entity

Corporation

Business Management
Mr. Bryan Taylor, President Mr. Keith Taylor, Director
Contact Information
Principal: Mr. Bryan Taylor, President
Related Businesses
PR Taylor Enterprises, LLC
Number of Employees

30

Business Category

MOVERS

Industry Tips
Hiring a Mover - 5 Tips - Video Moving

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    45A Dunham Rd

    Billerica, MA 01821 (781) 391-7400 (888) 395-4333

  • 1
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

  • (888) 395-4333(Phone)
X

Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
Find a LocationX

  Change Location
Show Only Accredited Locations

Routine Literature Request
 


BBB routinely randomly checks on businesses literature/advertising to consumers.

Please email or send via postal mail a copy of the literature/advertising you received from this business.

email: research@boston.bbb.org

Postal mail:
BBB
Research Department
290 Donald Lynch Boulevard, Suite 102
Marlborough, MA 01752-4705


Thank you.

Complaint Detail(s)

6/17/2014 Guarantee/Warranty Issues
5/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ALL COPIES ATTACHED A sofa was to be delivered to #* ****** St in *****, MA and if not able to get it into the apt, it would be brought back to where the mover picked it up and there would be no charge for delivery. Original agreement was for ($200.00) for the sofa and an extra $100.00 was added for the (2) small sections agreed to by both parties. ($300.00 total). The sofas did not fit into the apt. all was brought back, but the charge remained. The Atty. General’s office has 128 complaints against this company. Can not understand how they are still in business.

Desired Settlement: I put it on my credit card, Chase Card Services (Visa) and would like my money back, $300.00.

Business Response: This move was not booked by ***** *********, but was by ****** ******.  The move was supposed to be for a one piece couch from ***** to *****.  When we arrived at the pick up location, it was discovered the couch was in fact a three piece sectional.  Both parties agreed to the increase in price and the move proceeded.  The couch was too big to get into the new location.  We asked if the landlord if could remove the banister so the crew could get the couch up the stairs, but the landlord was not willing to do that.  We then had to bring the items back to the original location and drop them off.  At no point during the booking process or the move was it discussed that the move would be for free if the item or items couldnt fit at the new location.  Several hours of labor were required to perform this service and the crew and the company needed to be compensated.  Mr. ********* has filed a chargeback with his credit card company and has lost that request.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/14/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I hired Father & Son movers to move me from ******* Nh to ***** Fl. First thing the day before my car and items were suppose to be picked up they charged me $150 more for my car. I was suppose to get refunded for that and did not. I arrived with my family in ***** on March 4 my car was suppose to be waiting for me it didnt show till 6 days later and it has broken pieces on the grill and was put on a different hauler when i contacted AD a Father & Sons he said thats what insurance is for and didnt want to hear anymore. My belongings arrived days later. Wile unloading the driver and crew were NOT keeping count at the end I asked if the truck was empty they said yes i then asked if i could see they said NO.After truck was unloaded they left 3 hrs later the driver called stating he had 3 of my boxes still and will return them in 3 days. I did not see him i have been calling weekly on my items and i was finally told on monday April 14 2014 that my items were lost and are not in the warehouse. I am missing over $1200 in my kids video games from ps2,wii and xbox 360. All my sheets and towels and items that belonged to my decease friend. I have tried to work this out with the company and nothing. No returned phone calls nothing

Desired Settlement: To be refunded for the $150 difference on my car that i was suppose to get and an additional $2000 for my missing belongings and i feel thats cheap

Business Response: We are sorry to hear of the issues that occured during Ms. ****'s relocation of both her car and household items.  We have no record of charging Ms. **** any additional money to transport her car and ask for documentation to support that claim.  Also, we request the shipping documentation of her household items because we have no record of servicing this move. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

i was trying to reply to you folks about my complaint and it went without a message Father and Son movers wanted docket #****** as far as the money for moving my car i only spoke with the man his name was **** ********* please feel free to contact me if you need more info thank you

Business Response: Unfortunatly, we don't have anyone by the name **** ********* that works at Father and Son or a docket/job number that matches the one provided.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Now isnt it funny how they said they have no docket number that matches what i have yet in their first response to my complaint they had stated and i quote "We have no record of charging Ms.**** any additional money to transport her car" right there is admission that they did move me. If the BBB would like the numbers i have I am more then wiling to turn them over. I am just asking whats rightfully mine. I wish i had done more research on this company before ever hiring them.Lesson learned

BBB's Final Determination: The business failed to resolve the complaint issues.

12/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I hired Father and Son to transport my car to California. They promised the car would be picked up the next day, and that they would refund my $200 if the car was not picked up. They did not pick up the car. When I called back, Father and Son promised the car would be picked up the following day. When I asked if there would be a refund if they did not pick up the car, Adilson Santos, the representative, said, Yes. They did not pick up the car that day, or the next. I filed a complaint against Father and Son, and was told I would reimbursed immediately (see below). I did not receive the refund. When I called they said, "Don't worry." Three weeks have passed, and it is clear that they will not refund my money. Nor will they answer my calls. ***** ******** **** ******** Ave ***** **** CA ***** Dear ***** ******** : This notification is in regards to your complaint submitted on 9/9/2013 8:22:20 PM against Father and Son Relocation Services, Inc.. Complaint # *******. The business has sent BBB a message regarding your complaint. The contents of this message are below or attached. Message from Business: We apologize for the delay in responding to this matter. We have researched the customers claim and are initiating an immediate $200.00 refund of the customers deposit for the Auto Transport that was booked and not completed. Please respond to this message within 10 days. Thank you. Better Business Bureau

Desired Settlement: I would like an immediate refund, by check, of $200.

Business Response: We apologize for the delayed response to this situation.  We have at this point completed the research on this and deemed that the customer is correct and due a refund.  We will be processing an immediate refund of $200.00 to the customer.

Business Response: We apologize for the delayed response to this situation.  We have at this point completed the research on this and deemed that the customer is correct and due a refund.  We will be processing an immediate refund of $200.00 to the customer.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I would be perfectly happy to receive the refund this business has promised. However, this is the second time I have been promised an "immediate refund" which has not been delivered.  

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I would be perfectly happy to receive the refund this business has promised. However, this is the second time I have been promised an "immediate refund" which has not been delivered.   

Business Response: We have researched this and found that the CC Refund that was executed never went through.  Below is confirmation of this refund now going through.  

Transaction ********** has been successfully ACCEPTED by the system.

Below is a summary:
Transaction ID: **********
Payment Method: XXXX****
Amount: USD (200.00)
Customer Name: ***** *******    

As well although the carrier we had planned to utilize didn't actually do the Auto Transport we have since received an Insurance request from ****** Fire & Insurance Company for damages to Ms. *******'s Automobile.  This was not hauled by our carrier as evidenced by the BBB Complaint filed by the customer so we have advised said insurance company of these facts.  

Business Response: We have researched this and found that the CC Refund that was executed never went through.  Below is confirmation of this refund now going through.   Transaction ********** has been successfully ACCEPTED by the system. Below is a summary: Transaction ID: ********** Payment Method: ******** Amount: USD (200.00) Customer Name: ***** *******     As well although the carrier we had planned to utilize didn't actually do the Auto Transport we have since received an Insurance request from Quincy Fire & Insurance Company for damages to Ms. *******'s Automobile.  This was not hauled by our carrier as evidenced by the BBB Complaint filed by the customer so we have advised said insurance company of these facts.  

Consumer Response:



I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This is the third time Father and Son has promised a refund. I've just checked with my credit card company, and no refund has been issued. As for their claim that they are not responsible for the damage to my car - they are. Father and Son does not actually transport cars, they are brokers. The charge of $200 was for speedy pickup, which is why they promised a refund. When the car was finally picked up, it was through another broker, which they arranged. Since they arranged everything and charged me for it, they are responsible.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

This is the third time Father and Son has promised a refund. I've just checked with my credit card company, and no refund has been issued. As for their claim that they are not responsible for the damage to my car - they are. Father and Son does not actually transport cars, they are brokers. The charge of $200 was for speedy pickup, which is why they promised a refund. When the car was finally picked up, it was through another broker, which they arranged. Since they arranged everything and charged me for it, they are responsible.

BBB's Final Determination: The business failed to resolve the complaint issues.

11/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: There are not enough words to describe the horrendous experience I have had with Father & Son Moving. As background, I was moving from SE Florida to Boston and came across this Company as I researched multiple long distance moving companies. From the time of my initial call with the salesperson "****," I was completely mislead. I explicitly stated that my delivery must happen between November 1st and November 3rd, as I was starting my new job on the 4th and wouldn't be available. I chose to use Father & Son because **** said on numerous occasions that they "could meet that window", would "take care of me", and "do it right." Despite my efforts to get it in writing (he was smart enough not to email me back), I was told it would be done, and even accepted his excuse as to why he couldn't change it on the contract (he stated the system wouldn't allow it without changing my pick-up date). I also asked if calls were recorded just to be safe, but later was told by customer service that was not the case. This was just the beginning of the lies. I landed in Boston on November 1st and called the company since I hadn't gotten an update since my driver left (the driver also said he was leaving three days after pickup and would be there earlier than the 1st). I was informed by dispatch that the truck hadn't even left Florida yet and they were well within their contracted time limit. I explained what I was told by **** and they did not change their tone, with the "Operations Manager *****" even telling me that "I should not live on this planet if I think everything should go right". This was just the start of the customer service department experience, which should be called the customer disservice department. Only once over the ensuing weeks did the head of customer service actually call me back like he promised. Without any remorse, "***" repeatedly left me out to dry waiting for an answer and offered a measly $200 compensation for late delivery and inconvenience. If only I had more characters left....

Desired Settlement: I would like the total moving cost to be completely refunded. The $200 compensation I received doesn't even cover one nights hotel expense that I incurred because of their failure to deliver on the contract. In addition, I am seeking reimbursement for hotel stay, rental car expense to buy home goods, and refund of home goods purchased. BTW, they were even late by their own standards, not delivering my items till long after the 10 business day window.

Business Response: We understand that this customer isn't happy with the final offer from F&S but we have gone beyond what the contract offers.  The customers move was scheduled with a 10 day delivery window with a request for an 11/3/13 delivery.  We were 3 days beyond the 10 day window which would allow the customer a $90.00 rebate due to late delivery ($30.00/day).  We compensated the customer with $210.00 already discounted directly off his final balance. The Company Terms & Conditions clearly state in Line #4 that we have a 1-10 Business Day Delivery Window - See Line #4 below. 4. Delivery Schedule – The time frame of when you can expect to receive your shipment after it has been picked up. East Coast 1-10 Days, Mid West 7-14 days, West Coast 7-21 days These estimated delivery times of arrival shall go into place from the first day that you are ready to accept the shipment. You will be required to submit to our office in writing the first date available for delivery including the delivery address. Delivery spreads are based on business days only although deliveries may be made on the weekend. Please note that some pick ups and deliveries may be handled by affiliate companies.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hired father and son relocation to move my house stuff from ********* to *********. when the driver arrived he misbehaved and demanded money. when i told him i will call the cops if they do not give me my bags. He then started unloading my bags and throwing them on the road. They brought a few bags inside my house and damaged property of the building by dropping the bags. When i counted my bags i told them my bags are less they said ohh we will bring it and ran away with the truck. When i contacted the company and reported this they spoke to me very rudely and were unhelpful. When i filed a complain with their insurance they said i signed for the bags which is untrue. the company employees spoke to me in a threatening manner. Broke my property in the bags.

Desired Settlement: I want my stolen bags back and the property that they damaged repaired or $10500 for the harassment.

Business Response: This complaint stems from a job that was $460.00 in total.  She is stating here and in court documents losses of in excess of $6,500.00 !The customer has now not only put a complaint on the BBB but has also filed a Small Claims Case with the State of Massachusetts District Court System.  Any ancillary charges that were presented to the customer were in compliance with the "Company Terms & Conditions" of which were signed on electronically on the date of booking as well as the day of pick up.  The customer has been offered the option of following through with the F&S claims process but as of yet has not taken advantage of this opportunity.

Consumer Response:

 

 


 

 

 

Business Response: Since there is no information on this rejection of our response there is not much we can add to this situation.  We have since received a Small Claims Notice for this customer.  The customers total shipment costs were under $500 and she isn't claiming any damages to her shipment.  The Small Claims Suit that is filed is for $6,500.00 at this time.  Very unsure as to what this could be for.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/29/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Re: Father and Son Moving    DOT: *******    MC: ******    Mover Registration: *****

Dear BBB:  We contracted with Father and Son relocation, from Billerica, MA to provide service for a recent move from ****** to *******, IL. We had explored varying national and local moving companies and arranged for three in-home estimates. We selected Father and Son because of the informative nature of the Sales person, ***, the price of the estimate (It was the average of the three estimates I had received), the promised date of delivery, and the expectation that our belongings were in “good hands”. The original estimate was for $5775.29 - We paid a deposit of $1890.97. Another moving company (Cross-Country Movers) showed up at our door on 8/20/2013, indicating that Father and Son didn't have the capacity to move us. The movers loaded our belongings in a truck that appeared rented and not affiliated with any moving company, and then let us know that the cost was actually over $10,000, based on the cubic feet of our belongings. The mover indicated that we had more boxes that originally estimated - and this was the reason why the actual cost was doubled. We pointed out, yes, we had 12 more small-medium size boxes, however, we had two less pieces of furniture (two recliner chairs) - and we were puzzled regarding how this difference could result in almost double the cost of the move. We have moved up and down the east coast at least six times and we have never experienced a difference like this. The driver called his boss at Cross-Country, and I spoke with ***** at Father and Son, and they decided to give us a “discount’ on my move, and the resulting cost was $8764.00, - which is $2989.00 over the in-person estimate price. Our belongings arrived over a week after the promised date, and there were many damaged item. Apparently, our things were in a warehouse in Jersey City for the week, and were moved between trucks. Our mattress pad was only partially covered in moving blankets, but, much of it was exposed. We paid the driver the balance of the $8764.00 – because this was a different driver, and it was midnight. Since receiving our things, we wrote several letters to Father and Son, followed-up with phone communications to both Father and Son and Cross Country movers, however, to date, we have no affirmation of the disservice of this company. Father and Son Relocation has been under-investigation by the MA Attorney General’s office, and also the FBI, because this is an interstate business. Despite knowing this, we proceeded to contract with the local moving company based on the informative nature of salesperson, the agreed upon date of delivery, the price, and the promise that our belongings would be handled in a professional and high quality manner. None of this occurred. It is unfair to a consumer to be in a position to have to pay double than what was previously agreed upon in an in-person estimate. A customer makes a decision to hire a mover based on several variables, including price, quality, customer service, and timing. When none of these things are honored in a transaction – a company should be held responsible. We hope others can learn from our experience with both Father and Son and Cross Country Movers and choose a more honorable company. Thank you.

Desired Settlement: Monetary difference between agreed upon and actual cost of the mover; Investigation by BBB, DOT, and others regarding the moving practices of this company; and payments for damage sustained to belongings.

Business Response: Father & Son has at this point refunded the entire deposit paid by this customer.  We are working diligently with the customer to get any additional compensation available to her from the Autorized Agent/Carrier of this job.  Customer is in constant contact with our Customer Service Manager and they are working together towards final resolution.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I appreciate Father and Son's communication with me regarding this issue. The issue of over payment and damage to household goods continues. Father and Son indicated that their authority/responsibility for over charge and damaged goods is not theri responsibility, since, they contracted out my move with another carrier, who than apparently contracted out to a third carrier. My original contract was with Father and Son, not Cross Country Mover, thus, i continue to believe that Father and Son has responsibility to provide oversight in this agreement. Father and Son reimbursed us for the down payment made to their company, however, the irresponsible performance of Cross Country Movers, selected by Father and Son, and not me, the customer, merits additional investigation.

Business Response: F&S is still working with Mrs. ******* to resolve this situation.  We will stay in contact with Mrs. ******* until final resolution is attained.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contracted with this company to move all of my household goods from NY to my new home in Florida. The main reason I selected this company was their assurance they would not outsource the move to another company. Their website states "We offer one-stop, end-to-end moving and storage services for local and long distance residential and commercial relocation." Just to be absolutely sure, I asked ****, their salesman, if there could be another chance they would outsource the move, and both times he said absolutely not, and to quote him from the second time I asked, he said "No chance. Father & Son moves that route all the time." The move was scheduled for Saturday, July 13, 2013. The day before, Friday, when I called ****, he said the move had been outsourced and not to call them anymore as they were no longer responsible for our move. The outsourced company turned out to be rude, unprofessional, dishonest and they ripped us off. They charged us $850 over the original estimated cost of $1719 even though there was less load than originally estimated; they charged us $195 for repacking which we had done ourselves; they changed the moving time from the original estimate of 7 days to 21 days; and they lost several items, including a dining room table and 6 chairs, a living room chair, and a $950 racing bike. This company takes no responsibility for any of our loss.

Desired Settlement: Refund us $850 for the overcharge by their outsourced company, and take responsibility for having our lost items returned or compensate us $4,000 for their replacement value

Business Response: Here at F&S Moving we usually haul all of our customers moves.  That being said at times we need to utilize other Licensed FMCSA Carriers to assist us so as to make sure the customers move happens in a timely fashion.  This process is clearly stated in our Company Terms and Conditions which are signed off on by each and every customer.  Below will be a reference copy of Line #9 of the Company Terms and Conditions that explains this process in detail. As for the overcharge all of the final charges are determined by the actual carrier and any disputes and responsibility lands on the carrier.  This also means that all damages should be covered by the carrier as well.  Filing a claim can only be done with the company that carries a shipment.  We again recommend that Mr. **** contact the carrier and request Claims Services from them. Reference: 9. Carrier Role/Agent Role – In the event of unforeseen circumstances whereby Father and Son Relocation Services is unable to service the client it may elect the following. As a properly licensed interstate carrier, Father and Son Relocation Services reserves the right to coordinate and arrange for transportation of a client’s House Hold Goods by an FMCSA authorized motor carrier whose charges will be determined by its published tariff. Father and Son Relocation Services will not be responsible for the acts, conduct or omissions of the motor carrier whom the client will hire directly by way of a bill of lading contract. Father and Son Relocation Services is not a party to the contract for moving services entered between the client and the motor carrier.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 7/11/2013 I gave a deposit of 777.83 for my move in 10/2013. I spoke wilt ******* he stated if I change my plans to email him and ask for my refund and I emailed him on 8/17/2013. I called 8/20/2013 to make sure he received the e-mail and he says he received it and he will let his supervisor know and I should receive it in 5 busines days. I called on 8/26/2013 to follow up with ******* and he transferred me to accounting and his supervisor said he never received an email from ******* stating i wanted my refund. He said he will look into it and get it processed. Someone called 30 minutes later and said I should receive my refund by 8/30/2013 and i still dont have it.

Business Response: F&S has already refunded this customer on 09/06/13 per the terms and conditions as stated in the contract that was signed by the customer.  As you will see in the Line #1 the Reservation/Deposit is clearly defined in detail.  As well in Line #10 the Cancellation Policy clearly states that the 25% is refundable if the cancellation is received in writing within 7 Days of the original move date.  This line also clearly states that the Binding Fee is NON-REFUNDABLE.

References:
1. Reservation/Deposit – To make a reservation, a deposit of 25% of the total of the move is taken in order to secure a moving date as well as to secure space on the truck. When furnished with a Binding Estimate the associated fee for such an estimate will also be collected in addition to the 25% for securing the reservation. The deposit will be applied to the move and deducted from the cost of the move. Reservations can be made with a Visa, MasterCard or American Express, by signing the estimate I allow the company to charge my card for the agreed amount. Carrier reserves the right to collect up to 60% of the balance due prior to the goods leaving the origin state.

10. Cancellation Policy – All cancellations must be made in writing within 7 business days of the first available pick up date as stated on the original estimate and are fully refundable. The letter must be mailed, emailed or faxed to the office listed on this estimate. The Binding Estimate Fee is non-refundable. Your deposit will be non-refundable if your cancellation notice is not received at least 7 business days prior to the first date of your moving pick up window (moving date).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I hired Father and Son to transport my car from Massachusetts to California on August 28, 2013. ******* ******, the rep at Father and Son, assured me that they were a family-owned Mass business, that they had "hundreds" of drivers going from MA to CA, that they would indeed show up the next day or my deposit would be refunded, and that the price would be $200 deposit (because it was such short notice) plus $100 deposit for the driver and $1325 in cash or money order upon delivery. I left my car with a friend and caught my flight to CA. The driver did not show up the next day. ******* said he had no information. *********, the dispatcher, said that because it was the weekend, the driver wanted $1400. I said fine. Another day passed, and the driver still did not show up. By now, my friend had missed several appointments, and was growing worried. ********* told her that the driver would come the following day, and wanted yet another hundred dollars. (It was now up to $1500.) The driver did not come that day. ******* said he would look into it, but did not call me back. ********* was touchy, and said he was working his butt off, and to give him a break. I called ******* again, and once again he assured me that if the driver did not come (on Sunday) my deposit would be refunded. Finally, the driver appeared on Monday, four days late. Then, I heard nothing for five days. I had no idea when he was going to arrive. I called *******, and he said he had no information. I tried to call the driver, but his phone was out of order. Finally, I got a call from my friend, who said that the driver had called her, wondering where I was. She gave me the number he'd called her from, I phoned him, and an hour later he appeared at my house in CA. The driver told me several things I had not been aware of. First, the deposit was the broker's fee, not a deposit for the move. Second, the additional $100 was not for the driver, but for the second broker, *********, the one who had actually posted the job. Third, the driver did not ask for more money. Father and Son had posted the job for $1325 and none of the drivers had responded. Once Father and Son (or *********) raised the amount to $1500, a driver accepted the job. Father and Son should have refunded my deposit because the driver did not come on the day promised (several times). They should have disclosed right from the start that they were brokers, not shippers. They should have told me that the additional $100 was for a second broker, not for the driver as stated. They should not have quoted a price without having a driver.

Desired Settlement: I would like a refund of my $200 deposit that Father and Son charged me for a next-day pickup. The pickup was delayed by four days, and Father and Son stated on several occasions that if the car was not picked up on the scheduled day that they would give me a refund of my deposit.

Business Response: We apologize for the delay in responding to this matter.  We have researched the customers claim and are initiating an immediate $200.00 refund of the customers deposit for the Auto Transport that was booked and not completed.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company performed my relocation services from Pennsylvania to Florida. The home goods they delivered had extensive damages and they fail to return any resolution to both myself or my attorney. When I begin to identify the damages on delivery, ( my mattress black with hand prints and not covered but I paid to have this done) the mover informed me he was not aware the mattress need to be covered but it was clearly marked that i purchased $75.00 in covers and not communicated. Needless to say the mattress was hauled uncovered and is now contaminated. The next remark made by the movers was that they do their best and if I claim anything damaged that their paycheck would be deducted and that they only live 30 minutes from my location in West Palm. My witness and I viewed this as an intimidation tactic and decided for our own safety not to present any further damages to them. At the end of the move the movers asked me to sign my name on the form and I specifically asked what am I signing for and the person said you are signing saying we delivered your stuff. On the bottom of the form it states to list damages but considering the intimidation statements made to us by the movers we felt it was best to report it directly to the company or we may be harmed. While the movers were present I contacted the sales rep to inform him that that mattress was damaged not covered and of course he never returned my call. The very next day i sent an email to the company informing them that my TV was damaged as well and that I needed a preson to call me back right away. The person did call back and informed me to take pictures and forward everything to him to process claim and that they assured me the movers intimidation tactics or remarks were not supported by the company. By the end of the week I presented my claim of various items damaged including photos and not heard back from the company. I then hired a cargo attorney who sent a letter of demand but also had no response from the company. The money of damages is approx $2200.00 which does not seem like much but for me it is the principle of the situation and I am willing to spend money to prove what they did is wrong to the consumer and hopefully help others who use this company. There no good faith effort from this company to make things right at this current time. If no resolve is made I will be pursue litigation , place a claim against their bond , seek further damages, and attorneys fees. From the very beginning the company appeared to be questionable in regards to the sales reps knowledge, so when I questioned him or several things of accuracy or things that did not make sense , he responded that " he was new and he is just learning this job ". I read other complaints filed and this seems to be a normal response or a business response agenda which were given to other consumers. They also transmitted forms to be signed as agreements and pressured me to sign the forms right away with no delay so I would not lose my truck. The explaination I received of what I am signing for is to book the truck and to agreeto the first payment authorization. I notified rep in the beginning of the week before my move that things had to be removed from the inventory and some things added but it ended up to be less weight due to the removing of heavy furniture. I asked the sales rep why my price went up and he explained that it is better to inflate the price because I am paying for weight and if it is overweight I will be hit with big fees so it is best to do it this way and I will get money back after the drivers pick up my things and directly go to a weigh station. If it proves on the weight ticket to be less weight I will be reimbursed at the time of my delivery in Florida but he wanted me to be safe not to be hit with overweight fees. My price went from $1800.00 to $2600.00 to PROTECT me from over fees.( This is eveident of a tactic used to get you to spend more money which they will never give a consumer back unless the contracts you are signing are explained which in my case were not). The rep told me I would receive a weigh ticket at delivery to show me the weight of my things and I would only pay by weight.. At pick up I noticed that the update to remove my furniture I was not taking was never done though I asked to have this update done via email and phone call. I immediately contacted the company after noticing this error via phone and email but never heard back from them in any regard to this error. At the end of packing my things the movers asked me to sign the form stating they picked up my things and never explained I am signing for piece count not weight. Why would the company even supply me with a form that was a different agreement of piece count now when the original agreement was by weight? I found out later from dispatch when I questioned the weight that the form I signed at pick up meant I am paying by the piece count not by the weight which contradicts what I was told about paying for weight by the sales rep. This was another tactic used to get more money from the consumer but I am not seeking a resolution on this situation as I just want the consumer to be aware of the misrepresentation I was provided with the services rendered. My delivery was also late based on my verbal agreement so we had to get a hotel room because we had no furniture or bed. The was another cost not expected. I called dispatch who gave me the run around over and over and the same thing with the movers/driver stating the same thing. The sales rep even informed me to work it out with the driver and throw them EXTRA CASH to get my delivery when I needed it. Another tactic used to gain more money. Needless to say I ever received any money back for the lessor weight as stated by the sales rep. I want a resolve to my damages in order for me not to proceed with litigation. Again, this is not about the money but it is about the principle and I will pursue it further at whatever the cost to prove that this company does not provide services at 100% of what consumers pay for as well as suppy you new forms to sign that conflict with the original agreement. I want to be compensated for my damages or I will pursue this claim and more.

Desired Settlement: In the amount of claim submitted to the company $2202.50 I have suffered great emotional stress over this as well as worryment of the movers returning to harm me or my family

Business Response: Mr. ***** has retained a lawyer to contact us on his behalf and multiple calls into the office have yet to yield a return call to Father & Son Relocation Services. 

The claims process was explained in detail to the customer and he has yet to follow the actual claims process.  The customer E-Signed the Company Terms & Conditions which include Line #3 – Liability/Insurance (See below).  This contract includes .60 per pound based off the customer’s selection.  At this point the customer is now looking for Full Value Protection which was offered yet declined at the time of the contract being E-Signed.  As well information was forwarded to the customer that gave them the option still for a 3rd party insurance.

As far as delivery is concerned the delivery window was 04/29/13-05/13/13 and delivery was made on 05/06/13.  On that very same day the customer had called into Long Distance Dispatch and advised that if he didn’t hear from the driver immediately he would claim his entire shipment as lost.  The delivery window for all East Coast moves is 1-10 days per the Company Terms & Conditions Line #4 – Delivery Schedule (See Below).  As such he was advised the shipment isn’t lost and is still in transit within the contracted delivery window.

The cost of this move went at estimate.  The estimate was for $2694.60 and this is what the final bill was.

 

Reference:

(3) Liability/Insurance – Included at NO CHARGE is liability coverage of 60 cents per pound per article with a $0 deductible. Unless otherwise specified on this order for service you are accepting 60 cents per pound per article as your liability coverage. This is not insurance, it is basic liability coverage. By Signing below I agree that
I have been offered additional insurance at a rate based on the amount of coverage requested. Insurance is voluntary and will become effective when a separate, full policy payment is received and a specific policy has been issued. Additional full value protection is available and additional insurance may be purchased through a 3rd party company. Additional full value protection is available and additional insurance may be purchased through a 3rd party company. Additional insurance must be purchase within 3 business days of the move. For more information about additional insurance please contact the following companies:

- MovingInsurance.com at 888-893-8835 or www.movinginsurance.com

- Baker International at 800-356-0093 or www.bakerintl.com

(4) Delivery Schedule – The time frame of when you can expect to receive your shipment after it has been picked up.

East Coast 1-10 Days, Mid West 7-14 days, West Coast 7-21 days

These estimated delivery times of arrival shall go into place from the first day that you are ready to accept the shipment. You will be required to submit to our office in writing the first date available for delivery including the delivery address. Delivery spreads are based on business days only although deliveries may be made on the weekend. Please note that some pick ups and deliveries may be handled by affiliate companies.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Consumer Response:




 

Business Response: Today at 4:30pm E.S.T. a conversation was had with Mr. *********** ** ****** of ********** * ******** based out of *** *******, CA in regards to Mr. ***** and his claim.  Mr. ****** has been advised to have Mr. ***** contact our Claims Firm (Claims Services International - 877.274.0074 or info@csipros.org).  Again Mr. ****** was advised that the consumer needs to speak with CSI to initiate a claim as he was told by F&S on his initial contact to us.  The attempt to have his lawyer write a letter in an effort to ask for over $2,000.00 rather than go through the claims service leads us to believe he is hoping to get more than the agreed upon .60/pound that he signed for on the companies TERMS & CONDITIONS.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I was told to contact the third party after I was originally informed by ****** ****** to send the claim, damaged list ,evidence (photos) to F&S which I did specifically and followed F&S Reps instructions. F&S sent me an email after their initial instructions to send the information to a third party and I disputed that second instruction and hired an attorney. It appears they want to take no responsibility and the reps of F&S do not have any idea of what their own process is at their company.  The F&S company was negligent in handling my property and needs to be held responsible whether or not I waived the insurance or not PERIOD. F&S has a responsibility for the damages caused by their staff for blatant neglect and mishandling of my home goods. I filed a full value claim for my damaged property to replace or repair despite F&S response of not paying the $2000.00 value. F&S is to provide a service to move your things and is responsible to deliver the property in the same condition they received it period unless the situation is not within their control. ie; traffic accident, weather of natural disaster.  These types of situations would be understandable and not within F&S control but my damaged home goods were due to mishandling and neglect.  Good business ethics of F&S obviously lack and I am a man of principle and will pursue this no matter what it costs me. I will contact their third party with my attorney per their instructions but I will not settle for lesser value of claimed damages initially presented to F&S. There is a blatant disregard for a consumers property and F&S taking no responsibility for the movers/ handlers who are the responsible parties of damaging my property. F&S is responsible and it will be expected that my claim is paid in full by whoever they choose. I already paid them  to move my things and they damaged them and now I am expected to accept over $2000.00 in damages created by their movers ? They point out I am only entitled to .60 cents per lb. for their wantful and willful neglect and mishandling? UNACCEPTABLE - This you can see by the written statement below from F&S that they do not feel I am entitled to be paid for WHAT THEY DAMAGED. Really ? .60 cents per lb will not even be close to the value of the created damages by f&s for blatant neglect, and mishandling. F&S is delusional to think I am expected to accept less when they caused the damaged. If I am not compensated in full based on my claim value, I promise to take further legal action against F&S for the damaged value , attorneys fees and court costs and also file a motion of intimidation tactics/threats spoken by F&S movers/handlers for the emotional distress and worry they have caused me. I have a witness to all the facts of damages and threats/intimidation. I would like the BBB to keep this complaint active until the legality of this situation is settled.  Several other clients on the web who have filed complaints in one form or the other have the same issues that I have had and are willing to participate in a class action suit with me. I want this paid in full or I will continue to pursue every possible option I have including the media.

BBB's Final Determination: The business failed to resolve the complaint issues.

9/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Signed a contract with this company to move my belongings across the country. Paid a deposit of over $1,000. Days before the move was to occur the company informed me they had changed plans and I was forced to sign a new contract with another company for more money. Father & Son did not forward my deposit to the new company and is refusing to return my deposit even though they did nothing in the move. The company they sent to move my belongings was terrible and most of my belongings were damaged or are missing. The new company is not certified by the BBB and a simple Google search reveals they are a shady company with numerous complaints against them and even some criminal activities.

Desired Settlement: I will accept nothing less than a full refund of my entire deposit.

Business Response:

After a lengthy conversation with Ms. ****** we have gotten her to understand that the company that actually carried her items/goods is the one that is repsonsible for the claims process on anything that is damaged and/or missing.  F&S makes every effort to haul all of it's own jobs but when we can't we give the move to a Licensed FMCSA Carrier.  This is the case with this move.  All damages need to filed against the carrier. 

F&S has offered to refund the customer $200.00 and she has accepted this offer.  This was done even though there is no liability for us to do so.  We have furnished Ms. ****** with the proper contact information for the carrier and advised her to let us know if there is any additional information we can assist her with.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did not agree to the $200 refund from my deposit of $1082.55 from F&S.  I had to sign a new contract with Florida Southwest Vanlines, Inc in the amount of $3,762.65 for the move.  F&S backed out of the previous contract, they did not forward my deposit to the new company or return any of it to me.  They kept $1,082.55 of my money without doing anything about my move. 

Business Response: We understand that this customer rejects our decision but this doesn't change the facts of the situation.  We have given the customer all the information necessary to show that her deposit was applied to the move cost with the carrier.  As well the deposit and binding fee are retained by us as the booking agent.  All funds have been applied to the customers shipment in accordance with the Company Terms & Conditions signed by the customer.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. The contract I signed with Father and Son was to MOVE my furniture to New Mexico, not to broker it out to another moving company.  I was forced to sign a new contract with another company on the day of the move for more money, F&S didn't forward any of my deposit money to the other moving company or return any portion to me.  Why Father & Son think they are entitled to $1082.55 to arrange for another mover to do the job is ludicrous.  Then to make matters worse the company they chose to replace "their own truck and their own people"  does not have a very good reputation!

BBB's Final Determination: The business failed to resolve the complaint issues.

8/12/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am not sure if this should be this category or should be delivery.  I recently moved from ******** MA to ************ Florida.  Father and Son picked up my furniture/etc on June 27th and delivered it to ************ on Monday July 1. I was not in ************ as yet so my signed for the delivery. When I arrived, I found that several of my items were missing: 1 metal bedframe...1 barstool with a back and swivel seat and 2 oriental style are rugs. When I realized that these items were missing I called the salesman that I worked with to ask him how I would make a claim. He wasn't there so I left a message on his voice mail to ask him to call me back. I also called the 800 number and found that all claims must be in writing so I sent them an email. I have sent them an e mail just about every day since asking them 1. do they have my things and 2. can they investigate the matter. I have also called the claims number and asked them to call me back. I have had no response from any of my calls or no response from my e mails. Servie has not be good. When I scheduled the appointment I was told it would be on the 26th, I didn't realize that there was a two day schedulling window and my move would be scheduled the next day on June 27th which put me in a crunch. The pick-up was supposed to be in the morning between 8-12. which didn't happen because of delays. Dispatch was nice enough to call me to tell me that they were running late and rescheduled to 12-4pm. It was 6:30 by the time the truck arrived at my house. When the men opened the back of the truck to load my things there was stuff falling out of the truck, when I said I hope that you are not putting my stuff in there with that, they said no that stuff falling out of the truck was just garbage and picked it all up and threw it further into the truck. Needless to say this made me very uncomfortable but at ^:30 on the day I had to be out of the house I did not have much choice.

Desired Settlement: All I want from Father and Son Moving are my things. Bedframe/barstool/and 2 area rugs.

BBB's Final Determination: The business failed to resolve the complaint issues.

8/6/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: COMPLAINT INCLUDES CLAIMS THAT FSRS: (1) GROSSLY INFLATED SHIPMENT WEIGHTS IN PROVIDING AN ESTIMATE ; (2) AT TIME OF PICK UP , RAISED THE COST TO SHIP THE ALREADY GROSSLY OVER-ASSED SHIPMENT BECAUSE THE ITEMS WERE CLAIMED TO BE HEAVY ; (3) ATTEMPTED TO ASSES STORE CHARGES AFTER LOADING SHIPMENT ; (4) LOST (7) ITEMS OF SHIPMENT AND UNACCEPTABLY DAMAGED 51% OF FURNITURE SHIPMENT ; (5) DID NOT ASSESS CLAIM IN FULL COMPLIANCE WITH CONTRACT TERMS AND UNREASONABLY EXCLUDED SIGNIFICANT DAMAGE ; (6) HAS NOT PROVIDED REIMBURSEMENT FOR TRANSPORTATION COSTS OF ITEMS LOST /DESTROYED AS PROVIDED BY US DOT REGULATION ; AND (7) HAS IGNORED FOUR(4) REQUESTS TO FORWARD FORMS APPROPRIATE TO INITIATE THE ARBITRATION PROCEDURE DESCRIBED ON ITS CONTRACT OF LADING.

Desired Settlement: PLEASE SEE EXHIBIT 2: (1) RECOVERY BASED ON AMSA WEIGHTS FOR UNACCEPTABLE DAMAGE TO MY FURNITURE ; (2) REIMBURSEMENT OF ACTUAL TRANSPORTATION CHARGES FOR ITEMS LOST/DESTROYED AS PROVIDED BY US DOT REGULATION ; (3) COMPLIANCE WITH MY REQUESTS FOR ARBITRATION FORMS ; AND (4) RSRS SHOULD CEASE ISSUANCE OF FALSE AND DECEPTIVE ADVERTISING CLAIMS .

Business Response: We are sorry to hear that Ms. ****** has had difficulty with her move and have been attempting to finalize all claims through our claims provider - Claims Adjusting Firm (CAF).  All claims made are processed solely through CAF not the F&S offices. F&S uses the AMSA Military Scale to get the weights of all items being shipped by our customers.  This shipment resulted in more items being shipped than were in the initial estimate for service.  The delivery spread is agreed upon and signed off by the customer in the Estimate and Terms & Conditions. When delivery isn't able to be accepted there is a “Storage in Transit” charge levied as per our Tariff.  

Again this customer has filed a claim through CAF and was offered a settlement offer on 02/08/13 which she has yet to accept or dispute as of today.




Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

My response is actually contained in the body of my complaint.  Consequently, in an attempt to make it easier to understand, I have reorganized my complaint to respond to the six (6) specific sentences in the F&S response.  My full response is attached.Most importantly, I reject the statement that I have yet to accept or reject a 02/08/13 settlement offer.  On March 8, 2013, I filed with CAF a letter of exceptions to its Notice of Award.  I have documentation from the U.S. Postal Service that the my letter was delivered to CAF on March 11, 2013, at 11:21am.  CAF never responded to my letter of exceptions suggesting that the settlement offer was of the "take it or leave it" variety.Further, it is apparently inaccurate that "All claims are processed solely through CAF not the F&S offices".  On April 3, 2013, I received an e-mail message from F&S Representative **** **** advising that he had received my letter rebutting my settlement offer.  He stated that, if agreed upon by me, he would send a one-time settlement release form to fill out, notarize, and return.  The $225 offer represented approximately 15% of my total formula based claim.  On April 15, 2013, I responded by e-mail to **** ****'s settlement offer, I detailed the vague aspects of the settlement offer and stated that it was unacceptable.  In that e-mail, I made one (1) of a total of four (4) requests that F&S forward the forms necessaryto initiate the arbitration procedure described in its contract of lading.  The contract states specifically that the request for forms must be directed to the company.  F&S has never responded to any of the three (3) written requests or the one (1) telephone request.    

BBB's Final Determination: The business failed to resolve the complaint issues.

8/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was quoted a price for my move. It was lower than all other bids so I gave a deposit of $447 to secure trhe move. When the movers arrived, they said it would cost triple the quoted price. I refused to let them continue the move. They refused to return the deposit. They have a policy to cancel within 7 days, but we were in 5 days when we entered the agreement. Their was not a 7 day window. They quoted $1200 and raised the price to $3500 after I secured the job. (bait & switch).... I got the job done for less than $1000 the next day. It is true that I had more boxes than what I thought and expected a higher price. But the price tripled and I only had more boxes. Not triple the load. The weight would not changed that drastically, because the extra boxes was clothes blankets and pillows. They basically stole my $447 and I have no way to get it back. They never gave me any service. No service was rendered. I hope you (BBB) can help... Thank You!

Desired Settlement: To advise not to do business by phone. And to make sure none of my associates have the same problem. An agreement of such should be good for both parties and protect both parties. They have my money and no service was rendered. Now I cannot get it back. My bank is working with me to reverse the charge but has had no success. If I do not get it back, I will make sure everyone knows of this companies practices.

Business Response: Upon arrival at the customers Pick-Up location the driver noted that the customer had more items and weight than his estimate indicated.  The drivers initial visual assesment showed the shipper had an extra 60 Cartons, 16 Plastic Totes, Excercise Bike as well plus some extra furniture.  The driver gave a revised estimate and the customer refused service at that time.

Noted below are the Terms & Conditions line #10 which shows that the cancellation policy is that all cancellations must be done no less than 7 business days from the customers original pick up date.  Also in the Terms & Conditions in line #5 it states that charges would take place for any overages of weight.

Again, this customer E-Signed the Terms & Conditions and was furnished with all necessary documents to go over the inventory he provided that the contract was built off.

Sources:  Company Terms & Conditions:

5. Additional Weight – The estimate and order for service are based off of weight. The weight is determined off of the inventory provided by you. Should there be any additional weight as a result of additional items not listed on the original inventory there will be a charge of an additional 10 cents per pound above the discounted tariff price for all additional weight.

10. Cancellation Policy – All cancellations must be made in writing within 7 business days of the first available pick up date as stated on the original estimate and are fully refundable. The letter must be mailed, emailed or faxed to the office listed on this estimate. The Binding Estimate Fee is non-refundable. Your deposit will be non-refundable if your cancellation notice is not received at least 7 business days prior to the first date of your moving pick up window (moving date).

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/17/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Numerous issues with this company. I have tried on numerous occasions to reach the company but no one returns phone calls. A few examples of my issues: I had to pay additional money or they were going to hold my furniture. They never weighed my furniture but charged for additional pounds. They outsourced the work to a very unreliable firm.They told me they had a truck break down and had to rent another truck making them 5 hours late after confirming time of delivery that morning. Were told they had to use one specific elevator in the apartment building but did not comply thus costing me a fine. Every time I spoke to them after they picked up my furniture they told me a different story and the main issue was they do not recognize two men as a couple and would not honor a check from checking account. Everything about them is false and no one should use them in the future. Any firm that does not recognize a gay couple as moving together needs to come to a 2013 realization. They need to be put out of business.

Desired Settlement: my main goal is to make others aware but truly feel the fact that they charged for extra weight without proof should be considered illegal and those funds should be repaid.

Business Response: As a licensed mover at times we may be required to use a “Temporary Agent” if we have a mechanical issue or a truck that fills up unexpectedly.  This is a common andaccepted practice in the moving industry.  In regards to this move we did have a mechanical issue and in an effort to get this move covered we used Cross Country which is a “Temporary Agent” of Father & Son Relocations Services.As is standard in the industry we don’t accept any personal checks for final payment.  This is communicated in the Company Terms and Conditions Line #2 – Forms of Payment.   This section also covers the fact that we don’t unload at the destination until the remaining balance is paid.  Upon arrival at the Pick-Up location a Written Revised Contract was initiated and signed by the customer.  This is a standard practice that is done when a customer has more items than were listed. At pick-up this customer signed the “Written Revised” binding them at the agreed upon new rate.Here at Father & Son Moving we are very understanding and open to all individuals.  We don’t discriminate based off race, religion, color, creed or sexual orientation.  We have had past and present employees that are of different races, religions, color, creed and sexual orientation and would in no way discriminate based off anything of that nature. We have reached out again to make a good faith effort to compensate this customer  with a $150.00 refund and at this time are awaiting a response.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Father and Son has my address, email address, and phone number, with no communication received from them as they stated in their response. They also state that the items were over the original estimate, and that is incorrect. The conversations with both ******* and then ***** ****** were specific with the items moving. Our quote for the move was $1935.00 plus $290.25 fuel surcharge and $295.00 Binding fee. We were assured our cost would be 2520.25 and that if any weight overage occurred we would be presented with proof of weight. No proof provided for the extra cost of $321.00. Father and Son also states about the contract signed, and I am more then happy to read them there own contract that states Upon pickup 50% payment will be due in the form of credit card, cash, or money order. After all of the items were  loaded the driver advised that a credit card would not be accepted from Mr ******. They did recommend paying by check. Three days later I received a call that a check from Mr ****** was unacceptable. I was willing to give my credit card number but was told the company does not accept. A clear opposite to the contract signed. One last false statement from Father and Son is there reasoning for using another company. They told us from the initial call that a sub company would be used but that they were part of the father and son family and not to worry. Another extra $450.00 added to have the furniture delivered.Clearly the information initially received and in this response from Father and Son is all false. If they had tried to reach me or answered one of my many calls, emails or letters I would give them some credit. They have done nothing to make this situation correct and I still feel that we are owed at minimum $771.00 which is $321.00 for non proof of extra weight required by law, and $450.00 for special truck, if not the full difference between the $2520.25 and the final cost of $4027.48, which equals $1507.23.I await the next steps taken.

BBB's Final Determination: The business failed to resolve the complaint issues.

7/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I contracted Father and Son to move my belongings from ****** to NJ and was informed by the salesperson they could move my belongings on Friday and arrive by Saturday. When I confirmed this information a few days prior, I was told they would pack up my belongings on Friday but it would take 5-10 days to deliver to my new location. I escalated this matter to several individuals in the company and was hung up on multiple occasions. When I finally spoke with someone they indicated they would attempt to be there by Monday but could not guarantee this date. Lastly, when I asked if they would lock in the rate in writing, as I did not trust what they were telling me, the individual indicated they would need to take inventory and that could be more. Due to the inconsistent information and low customer service I submitted a request to cancel this service and a full refund.

Desired Settlement: Full refund for services no provided.

Business Response: This customer was booked on a Binding Estimate based of weight and distance.  That price wouldn’t change if the inventory at pick up matched the inventory provided by the customer.  The customer E-Signed the contract for a delivery spread of 1-10 business days.  It was our expectation to meet the needs of the customer per the E-Signed contract underthe Company Terms & Conditions Line #4.

A full refund of $527.00 was given to the customer even though she cancelled within 7 business days of the first available pick up date on the original estimate.  This is noted on the E-Signed contract under the Company Terms & Conditions Line #10. Reference – Company Terms & Conditions – Lines 4 & 10(4) Delivery Schedule – The time frame of when you can expect to receive your shipment after it has been picked up.East Coast 1-10 Days, Mid West 7-14 days, West Coast 7-21 daysThese estimated delivery times of arrival shall go into place from the first day that you are ready to accept the shipment. You will be required to submit to our office in writing the first date available for delivery including the delivery address.

Delivery spreads are based on business days only although deliveries may be made on the weekend. Please note that some pick ups and deliveries may be handled by affiliate companies.(10) Cancellation Policy – All cancellations must be made in writing within 7 business days of the first available pick up date as stated on the original estimate and are fullyrefundable. The letter must be mailed, emailed or faxed to the office listed on this estimate. The Binding Estimate Fee is non-refundable. Your deposit will benon-refundable if your cancellation notice is not received at least 7 business days prior to the first date of your moving pick up window (moving date).  This being said F&S refunded

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This is a Scam Artist Company-DONT EVER USE. They lie and say they are an actual Moving Company-They tell you they are. Then the day of my move a new supposed moving company shows up and takes your stuff to an unknown place held hostage for a fee. People need to know they are a Broker Not Movers I directly asked them if they were brokers or a moving company- they lied directly to me- I have all phonecalls recorded and copies of emails i sent-They falsify all data on this website- Do not believe a word they say to you on the phone- they wont come and do inventory because they are not movers- Avoid this company they also have numerous BBB complaints with a F rating- They should be shut down- they lied to me- took my money and now all of my belongings have been held hostage by another moving company-I dont even know if ill ever get them- I now have to sue them for fraud and nondisclosure- and deliberately lying saying they would do my move enen though in their contracts in very small print- never verbally disclosed- that they can sell your job if they wont do it- and I was never informed that this is what they did or would do until stragers showed up from another moving company to take my stuff-this is unethical- especially when the day before I have the recorded voicemail from them saying father and sons s calling to confirm that they are moving you Monday may 20, 2013. Which they have not!!They should not be allowed to be on this website or anyother- they are scam artists-DO NOT USE them EVER!!!! I am out not only my deposit money, travel money to be there and vacation time, but now all of my belongings-65K worth!!! and

Desired Settlement: Return all of my money, returtn all of my merchandise as I will have them arrested and the Massachusettes Attorney generals Office shut them down!

Business Response: As a licensed mover at times we may be required to use a “Temporary Agent” if we have a mechanical issue or a truck that fills up unexpectedly.  This is a common andaccepted practice in the moving industry. In regards to this move we did have a mechanical issue and in an effort to get this move covered we used Cross Country which is a “Temporary Agent” of Father & Son Relocations Services.In the Company Terms and Conditions Line #2 – Forms of Payment it’s noted that the company doesn’t unload at the destination until theremaining balance is paid – at no time do/did we hold the customers goods hostage.The customer’s goods were delivered within the delivery window that was agreed upon and signed for by the customer in the Company Terms & Conditions Line #4 – Delivery Schedules.   The pick-up in CA was 05/20/13 and delivery was in NJ on 06/02/13.  This is well within the 7-21 days listed in the Company Terms & Conditions Line #4.As a practice we do complete visual estimates when they are in a location that we have a representative available. The customer E-Signed the contract which has Physical Survey Waiver Agreement included in it – See Below.We have reached out again to make a good faith effort to compensate this customer with a $200.00 refund and at this time are awaiting a response.

Reference:(2) Forms of Payment – A credit card may be accepted for the deposit of the move only. At time of delivery Cash, cashier’s check, postal money order or wire transfer will be accepted only. The remaining amount will be due at destination before the shipment is unloaded.(4) Delivery Schedule – The time frame of when you can expect to receive your shipment after it has been picked up.East Coast 1-10 Days, Mid-West 7-14 days, West Coast 7-21 daysThese estimated delivery times of arrival shall go into place from the first day that you are ready to accept the shipment. You will be required to submit to our office in writing the first date available for delivery including the delivery address. Delivery spreads are based on business days only although deliveries may be made on the weekend. Please note that some pickups and deliveries may be handled by affiliate companies.Physical Survey Waiver Agreement: In accordance with 49 CFR §375.401(2), shipper agrees to waive a physical survey of the household goods and alternatively agrees to receive an estimate based upon the shipper provided item list of property to be transported.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hired father and sons movers to move us to Florida. Once they had the furniture they informed us it was more furniture than they had estimated. Looking over the estimate noticed the counter piece of furniture as one piece. Then took them apart and counted them as four. The estimate they gave us was 4031.00 and after the loaded their truck told us it would be more. The then charged us another 1102.00 more. They also broke an oak buffet (paid approx 500 dollars) and the glass in a curio cabinet (belonged to my inlaws before the passed).. Have left three messages with the company reference the damage as instructed by the driver and they have not returned our phone calls. Once they had the furniture on their truck we felt like we had no other choice but pay the extra $1102.00.

Desired Settlement: Pay to have items repaired and explanation of overcharged among.

Business Response: Our apology directed to you:
Thank you for notifying us of your complaint. Westrive to provide you with the best possible service, and when you feel that itfails to meet your expectations, it’s important for us to know.We’re sorry that you received service that promptedyou to contact us with a complaint, and we regret any inconvenience orfrustration that your experience has caused you. To ensure that our staffconducts itself in a manner that reflects the high regard that we have for ourcustomers, we’ve notified the proper department of your complaint.We willpersonally investigate on the matter of the items that the customer claims weredamaged. We have sent the customer claim forms TODAY via email. The Customersneeds to fill out the claim forms form and send a letter of grievanceexplaining the overcharges complaint, we will then evaluate the claim and sendthe customer compensation if compensation is due. The customer simply caneither fax the forms filled out to 1-888-392-4934 or send the information viaemail to cs@claimsadjustingfirm.org.  The Claims Adjusting Firm has theircontact information on the forms; to make it easier for you to contact themdirectly. I can assure you they will take your claim seriously and offercompensation if compensation is due. This customer’s claim number is FSNE-IRI563.Your patronage is important to us, and we hope thatyou’ll continue to give us opportunities to serve you.Thank you again for bringing these matters to ourattention.  

Sincerely,
****** ****
Customer resolution specialist

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Have not received companie's e-mail theyclaim they have sent. they already have a copy of the damaged property that was documented by the driver and written down on their paperwork. They also have a copy of the original quote ( not an estiment) and a recipet of what we paid.

BBB's Final Determination: The business failed to resolve the complaint issues.

4/21/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My mother is relocating from ********, NY where she has lived for 80 years to ****** *****, FL. This has been a traumatic experience for her. When she spoke to the salesperson he was at first kind and courteous. My mother decided to go with them. They were scheduled to pick up the furniture on March 16th and ended up not showing up until the next day after my mother had left because my sister had come from hours away to pick her up. We were told that we would receive delivery of the furniture within 10 days. Today marked the 10th day. When my mother called to complain and find out a clear status she was told that the furniture would not be delivered for at least another 5-10 days. Both the salesperson John and the dispatcher that she spoke to were rude to her and treated her disrespectfully multiplying her anxiety over this traumatic move. No clear explanation has been given for this significant delay on top of the disrespectful behavior of the staff.

Desired Settlement: An apology to my mother for the way she has been treated. Also a discounted price would help compensate for the delay in delivery (my mother is now moving into a home without a bed and most of her clothing) and for the added anxiety that has been placed on her.

Business Response: We understand the customer's concern about the delivery spread. In our contract we have up to 10 business days to deliver the customer's belongings. This being our slower season, we have to accomodate all jobs as they are being booked which may delay the driver from making deliveries. This particular customer was picked up on 3/16 and her 10th business day would be today 3/29. Unfortunately, the driver is still servicing jobs and heading South to make deliveries so this customer will be delivered on the 2nd or 3rd of April and we offer a $30 per business day discount taken off the final balance. We do apologize for the delay and will make every effort to get the belongings delivered as soon as possible.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint in regard to the late delivery. 

I am disappointed that they did not offer an apology for their disrespectful behavior to my mother, but will press the issue no further. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/5/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: After a very unpleasant experience using this moving company, to top it off they never delivered the legs to my jewelry armoire. The driver admitted he left them at the last house he delivered to. He had me note it on my final bill which I paid in full, and promised it would be delivered or shipped within 2 weeks. It has now been one full month and my calls and messages go unreturned. I am unsure if they are purposely ignoring me, but I never had a problem getting a hold on a customer service rep when I was booking this move.

Desired Settlement: I would love to get my armoire legs, or I'll settle for $100 to purchase a new one (the one I have is only one year old and was purchased at $250).

Business Response: We are sorry to hear the customer had a damaged household good,The customer needs to file a claim in order to be able to receive any type ofcompensation for her jewelry armoire, she never contacted us at all to file herclaim, because I can assure you if she did we would have provided her with thetelephone number for our claims adjuster who would have sent her claim forms.The claim forms will be sent to her via email, by today. The email we will beusing is ******************@gmail.comif she wishes to receive the forms on a different address please have herprovide us the new email address. Any further communication will be thru CAF,their information will be on the claim forms. Their direct contact number is954-317-2448. The claim number assigned is ***********.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. 

I HAVE attempted to call and write them multiple times with NO RESPONSE, but I'm glad that they are finally now responding to my complaint.  I will be sure to tell everyone I know never to use this company and will fill out the paperwork when all I want is for them to deliver all goods that I paid them to deliver.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/3/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When contacting moving companies, the important things for me were cost and the arrival time (I would assume that the safe handling of my belongings would be a given). The first question I asked was how early do I have my things picked up in Boston for an arrival time to California on October 13th. After Father & Son Moving and Storage confirmed that they could meet my deadlines, I decided to move forward. I confirmed with my representative, *** *****, that my belongings would need to be picked up on the 4th of October for an arrival on the 13th. I told *** that I did not want any surprises in regards to my bill so I requested that he come to my apartment and make a list of what I had so that I didn't miss anything. I was asked to pay a $542 deposit for my belongings by credit card prior to the pickup date. I arranged for my family to come from Vermont to pick me up for the weekend and I arranged to take a couple days off from work, as I would not have anything in my apartment. When the movers arrived on Thursday, I realized that they were subcontractors that Father & Son Moving and Storage had hired. When they arrived, they asked for $600 cash (I had already paid a deposit directly to Father & Son Moving and Storage and there was no mention of another deposit). Not to mention the unprofessionalism of the subcontractors. They began ranting about how everyone in Boston is rude and unhappy. The man also used the “*” work on various occasions to the horror of my family and I. The subcontractor told me that all my furniture was pressed wood and therefore there was no point in shipping it, as it would be destroyed. I was also told that there were more things in my apartment that were not on my initial list---keep in mind that *** from Father & Son Moving and Storage was the one that made this list. After arguing with the subcontractor, I called *** who requested to speak to the subcontractor. *** and the subcontractor yelled back and fourth on the phone then the subcontractor finally hung up and said, “he’s not my boss, he can’t tell me what to do” and then they left without my things. I called *** back obviously very frustrated and he assured me that he could get someone to pick up my things on Saturday and he would call me back immediately. I said okay but I needed to know the time since we were going back to Vermont. My step-dad volunteered to drive back to MA on Saturday (which he should not have had to do in the first place) but I just made it clear that I needed to know exactly what time. I waited for a phone call and did not hear anything. I called all day Friday and left several messages asking about the official plan. No response. Finally, I get a hold of Father & Son Moving and Storage at 8:00am on Sunday morning and *** says that he can’t get anyone until Monday. So I clarify that the arrival time of my belongings will not be affected by these inconveniences, which were the fault of Father & Son Moving and Storage. *** ***** says, “absolutely not”. The movers come on Monday and they are very friendly guys. I would soon find out that this would be the only positive experience of the entire move. So, keep in mind that I packed my things on October 3rd expecting a pickup on October 4th but they are finally picking up my things on October 8th. As my flight does not leave until October 10th, I am sleeping on the floor for 2 days. 7 days without my things does not seem too horrible since I have been assured that my things will be in CA on the 13th. So, I arrive to CA on the 10th and stay in a hotel up until the 13th. I call *** on Thursday, Friday and finally get a hold of him on Saturday morning. I tell him that I have not heard from him but I need to know about my things. Are they arriving today (Saturday) can I check out of my hotel? He says, “Well since you haven’t heard from the driver, I guess you should stay in the hotel. I cannot get in touch with anyone and I do not know where they are. He said he would call me back later in the day to give me an update. I called all day Saturday, all day Sunday, all day Monday, and finally reached dispatch on Monday afternoon. He said that my job had been sent to another moving company that does long distance transport and he gave me the number. Again, I am extremely frustrated and angry at this point. So I call the new company and they tell me that my things have not been picked up yet and they should be picked up by the end of the week (Friday, the 19th). I am furious and I call *** and leave a voicemail as he (of course) doesn’t answer the phone. At this point my supervisor calls Father & Son Moving and Storage and speaks to ***. *** did not apologize for all of the issues that had already occurred and for being well past the definitive date that he had given for my belongings to be in ***** *******, but just said that “the truck broke” so it had to leave late. She mentions that it will be very expensive to put me up in a hotel for the extra days in addition to paying for food, etc. When my supervisor asks for a price readjustment, *** replies, “you will not get reimbursed for anything-your move is way too small.” Frustrated, I wait until Tuesday the 23rd to call the new movers. I am thinking that if they left Friday, they most be halfway here. But when I call, I am told that they just left today, the 23rd. This means that it was completely unnecessary for me to take the time to pack up my apartment earlier and sleep on the floor so that the movers could pick up my belongings on time to have them delivered to ***** *******. I have been told since then that my things should arrive by the end of October. I wait for a call from the driver but I hear nothing. So I call the subcontractor I am finally told that I should receive my things by November 3rd. Then it gets pushed back to November 4th, then pushed back again to November 6th. Then the movers had a last-minute pickup and drop-off and now the new date is November 7th. At this time, my supervisor had left many messages with *** of which none of them were returned. When my supervisor finally spoke to the dispatch, he informed her that the new price is going to be almost $400 more because there were 26 items listed and 71 items that they (the subcontractors) picked up. She tried to argue that the whole point of having a representative come over and count the items was so that any surprises in the bill like this wouldn’t happen. He basically told her that they needed the additional money in cash or they would not drop off my belongings. In essence, keeping my belongings hostage. She was also told that if the truck did not have a place to park when dropping off my things, I would need to pay an additional $300 in cash. Again, at no point was this ever mentioned previously. I confirmed with Father & Son Moving and Storage many times about whether or not my estimate would be higher than what they quoted and they replied no – all of this written in email correspondence. To summarize- all my things were packed October 3rd, finally picked up days later on the 8th with a scheduled arrival date of October 13th. The final drop-off date was November 7th. My business incurred over $5,000 of fees related to the extra nights in ***** *******. My big mistake was not looking at the reviews online before booking a moving company. I booked with Father & Son Moving Company as they said that they could get my job done in the timeframe that I needed. This was the worst experience I have ever had dealing with a company-the terrible customer service, inconvenience, hidden costs, dishonesty, and disorganization was appalling and made this move a stressful, horrible experience.

Desired Settlement: I would expect to be refunded for the extra cost of $392.49 which was above the highest estimate listed in the email correspondance between Father & Son Moving and Storage company and myself. In addition, this extra fee was added by a subcontractor, with a reason and amount that could not be substantiated. In addition, I would expect a refund for the extra 23 nights in a hotel, totaling $5750.

Business Response: She was moved through another company we only quoted her and we had another company there to service her move and she was dissatisfied about that, she claims the men asked her for an additional $600, not Father and Son. She states this all in the complaint. We quoted, but did not carry customer’s belongings. This complaint needs to be removed since we had nothing to do with this relcoation.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I signed a contract with Father & Son and only Father & Son. I never contracted through any other company. Father & Son claims that they were not accountable for these mishaps when in fact the extremely poor service began prior to 'passing the job off' as they claim. However, I would never expect such a horrible business to take responsibility for their own actions. A horrendous company can only continue to run for so long!

BBB's Final Determination: The business failed to resolve the complaint issues.

12/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I selected Father and Sons Movers for my move, scheduled for 6/28/12, estimate #******** I called the company the day before the scheduled pick up, and was informed that they would not be able to pick up my belongings the next day as scheduled due to over-booking on their end. I questioned why I was not called earlier, and if I would have been informed about this had I not called in myself to check on their arrival time for the following day. I was spoken to in a very rude and dismissive manner by the dispatcher. I had to authorize another individual to be in my home for hte pick up as I had to leave as scheduled the following day. Additionally, I was supposed to be out of the townhome by July 1 per my contract. Staying in the home beyond July 1 incurred additional cost to me of $500. I continued to receive poor service from the dispatcher, and on 6/29, a day after the scheduled date, the moving company did not show up again although I had a friend take the day off to wait for the moving truck. I was told that the truck had broken down, but again, I received no information about this until I called in to check on the arrival of the truck. The following day, after another friend stayed home from work to receive the moving truck, a mover from Father and Sons showed up, and because he was not told the accurate size of the move by the dispatcher before arriving, he refused to carry out the move because he was understaffed (just him and his son were there). Through this all, the company provided no compensation beyond a standard $30 per day for being late. When it was clear that I was not receiving proper service, and that they could not give me an accurate date of when they would pick up my belongings in MA and deliver them to MD, I drove back to MA to do the move myself. When i called in to check on the move, they said they would not arrive to pick up my belongings until after the 4th of July! When I told them to cancel my move, they said they would gladly cancel, but that my deposit was not refundable. When I reminded them that they were nearly a week beyond the move date that I secured with the deposit in question, they refused to refund the money still. I called **** ** ******* (luckily I paid by credit card), and used their dispute center to successfully get the refund. I am concerned that this company is unethical, and that their costumer service is poor at best. I would not recommend them to anyone. I have documentation that a mover showed up and then refused the move. I also have the witnesses of both friends who missed a day of work each to be there for the movers and yet the belongings remained there each day.

Desired Settlement: Ideally, a check for the $500 to cover my additional expenses due to the failed move on their end would resolve the matter. At the very least, I would like an admission of their mistake and poor costumer service, and an official letter of apology from the company, signed by the dispatcher who handled this so rudely. At some point he told me, "Look, do you want to move or not?" and "There are people who paid more money than you who are having issues with their moves." Unacceptable.

Business Response: The customer cancelled the relocation he was not available to have someone at the apartment on the day available for pick up. Therefore it was an illegal cancellation, the contract stated clearly : “Cancellation Policy – All cancellations must be made in writing within 7 business days of the original move date as stated on the original estimate and are fully refundable. The letter must be mailed, emailed or faxed to the office listed on this estimate. Your deposit will be non-refundable if your cancellation notice is not received at least 7 business days prior to the first date of your move.” The customer did receive the refund thru the credit card carrier- we did allow the chargeback to go thru- we did not dispute it, knowing that we could have since the customer did understand the cancellation policy in place. We do sincerely apologize for any inconvenience or frustration this might have caused you.



Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The response from the moving company states that I cancelled the move illegally because I could not have someone available for pick up on the available delivery day.  That is a bold distortion of the truth and highlights the ethical issues within the company.  Three times I had someone available for pick up on each of three mishandled RECEIVING days on their end, as my statement outlines.  Moreover, as my statement outlines, there was no proactive communication from the company about when the mover would come to pick up my belongings.  The dispute was not about the delivery of my things; the dispute was about the fact that they were not picked up more than four days after the contracted pick up date.  The larger dispute was about the poor customer service, which their response now verifies.  

I remain unsatisfied with the company.  I will not use them again, nor will I recommend them to anyone I know or work with who will be moving anywhere in the U.S.  For them, that is a significant loss, as in my business I deal with a fair amount of people looking to relocate.  What I will not tolerate is being told that I did something illegal when I was well within my consumer rights to cancel the move, which was due to mistakes on their part, not mine, and to get a full refund of my deposit, which was based on a move date that did not materialize because of mistakes on their end.  I am confident in my stance on this, and as such, I reject their response as a satisfactory resolution. Furthermore, if they continue to suggest wrongdoing on my part, I am happy to get my two witnesses involved, and the mover who did show up at my town home but left without attempting the move due to his frustration with the company over a miscommunication about the size of my move.   As he was leaving, he left my power of attorney with his name and contact information should I encounter such a problem with the company.  That is, in and of itself, very telling.     

Business Response: The customer canceled the relocation but did not follow the cancellation policy he agreed upon booking. We cannot refund the deposit because we had reserved the truck, the time slots and the crew for this relocation. We did try to pick up the customer in several occasions but were not successful in agreeing to a pick up date, the customer had to have someone at the location for us to be able to relocate the items. We are sorry that the customer does not agree and is still upset, but the policy was clear.

Consumer Response:

The business continues to give a false and unethical account of the details.  I have followed up with the Attorney General's office in Massachusetts.  I do not require any further response from the business through the Better Business Bureau.  Again, my dispute is not about the money, but about the ethics of the situation.  Because the company remains unethical, please consider this matter unresolved on my end, but note that I require no further interaction on this matter from the Better Business Bureau except to log mine among the many complaints about the company.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/18/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I got several moving quotes moving from **********, RI to **********,SC. The best quote I received was from the above mentioned company. I asked him( ) if needed to see the storage bin to quote me a price and he said "no". I told him ****** qouted me $5500.00 for the move and he said they always over estimate the weight. I did an inventory over the phone and sent deposit by credit card to business as requred. The move was scheduled for September 14th. Pick up for furniture was before 1pm and driver was to call me 1 hour in advance. I made all my arrangements. The driver never called. I called the office. The driver said he couldn't come pick up my furniture till the following day. He was in New Hampshire loading furniture. I changed everything for the move. When the driver arrived, he said this is no way 4200 pounds. It is probably twice as much. I was concerned about the quote when I spoke with *** two days before and he said the price he emailed me is the set price. "It will not change." I said, "Are you sure? I do not want any surprises." He repeated" The price is the price I sent you." I have the email. The esimater also said I would receive my delivery within 10 days. I spoke to the driver yesterday, Friday Sept. 21st and he said I may have it by mid week. That is after 10 days. I spoke with the office and told them the price *** quoted was $2152.00 and the driver weighed it at a weigh station and he said it was 7900 pounds. That was on Monday Setember 17th. I was in shock. The office said it was $3900.00 for delivery not the $1600.00 I had put aside. The office told me that it goes by weight and can not be changed. This estimater was way off. I understand they can not be exact, but to quote me less than half is way off. I feel this company is taking advantage of women and people who are not aware of long distance moving procedures. How am I suppose to know how much it weighs? This is their business. The driver was honest and I respect him for that. Now, my furniture is still not here and I have to come up with $3900.00 or my furniture gets put in storage. This is blackmail. The office did not apologize. They told me to email the owner. The woman in the office said my gripe is with the estimater. The other concern I have is that I also gave the estimator the opportunity to come and see the storage unit so it would be accurate. I thought because it had a Rhode Island number that it based in Providence and I felt a local company was safer. I have been sick about this whole thing.

Desired Settlement: I want the price he qouted me not the changed price. If it is over alittle I will understand but not twice and it wasn't picked up as scheduled. I had to make arrangements to drive my car myself because it was a day late.

Business Response: This customer has not been delivered; the move is still in progress.

This customer was quoted for a long distance relocation, the quote was based on 4256 lbs, and the quote clearly explained the price was subject to change if the inventory changed. We are sending a copy of the order for service for review.

The customer wanted the quote for items that were in a storage unit. We cannot provide a visual estimate for such items because it is impossible for us to access what is in the unit, if heavy or bulky items are stored or the full inventory of the items store, we have to base our quotes on the information provided by the customer.  We provided the quote, the customer added additional inventory to the relocation- the customer was provided the quote prior and upon booking the
relocation. She signed the documents understanding the terms and conditions and cost of the relocation. The customer also signed all pertinent documents upon pick up of the shipment agreeing to the total cost, therefore the discount is due and the total cost of the relocation has to be paid in full.

 

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

only had the items mentioned in inventory listing.  My lamps were not in boxes, so they were boxed. Just because something is in small print does not mean it is honest and straight foward "hense the driver was to pick up inventory on Sept. 14th. as stated on invoice.  He did not pick up till Sept. 15th.  I had no choice but to sign pick up and start driving to South Carolina on Saturday, instead of Friday th 14th of September.  It is now September 28th and I still do not have my furniture. It was suppose to be here no later than 10 days. After making several calls, I have found out the truck is still not working and may not be till next week, October3rd.  If I had not called, I would be still waiting here.  The driver never called to tell me about a delay. Tuesday, the office woman told me it would definetly be here by the 28th.
She also said she would email the email address of owner and never did.  Not one person has been accountable.  If you check other complaints, you will see this is not the first time this has happened.
Reputable companies do not double their price on a estimate.  They why they call them professionals! 

Business Response:

I have spoken with Ms. ******* on several occasions and we have come to a consensus and agreed to a discount of $500.00 off her total bill. From a legal standpoint we were still within the Federal Tariff (Section 7) of up to 30 days to deliver the consumer's goods but we had sent another driver to retrieve the customer's items once we knew that her original driver's truck was going to be in the shop for longer than what the tariff allows. We have not received any additional comments or concerns from Ms. ******* since her shipment was delivered.

Consumer Response:

This did not satisfy my original complaint.  The amount quoted for the estimate was far off from the amount after it was weighed.  The $500.00 discount was because  of the delay of delivery.  

Now there are other problems.  The driver that delivered my furniture made me sign the form before I could check for all my items. 
1.Flooe lamp broke. valued at $400.00.  I am taking it to a repair shop tomorrow.
2.  Antique Candle holder missing
3.  step stool missing
4.  bedroom dresser damaged
5.  Diningroom credenza damaged
6. lamps missing
7. lamp shade missing. Ieach to match went to lamp store, $50.00 to replace shade
8. desk damaged

The sad thing is I know this will never be takken care of.  They have made it impossible to have faith  in this company.   also

 9. painting valued at $300.00.
10. down comforter white ($150.00)

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: father and son movers. moved my home merchandise from ********* nh. to ****** fl. 3 pieces are broken and I am missing 2 box's . total between what I am missing and what was broken is $500.00.. I have tried to get claim forms and no one gets back to me. I have left several messages and no one gets back to me.. I paid 700.00 in nh to get my merchandise here. then gave the another 2.067.83 in cash when it was dropped off. when they took the merchandise from nh that had to number the box's .. when they deliverd it , they did not count anything.. also the list they wrote up is fictisous.. on the list it states I had a head boad and assorted other items that I did not have.. they do not keep a correct list of what they take and what they deliver. they are are in a horrible rush. so much so that I had to help uload my merchandise.. I have been more than patient and a week as gone by. and not response from the company. either I want the merchandise I am missing or a check for $500.00 for what was broken and what I am missing.. thank you for your time., and I hope this situation gets rectified.. I WILL NEVER RECOMEND THIS COMPANY TO ANY ONE

Desired Settlement: TO GET MY BOX'S I AM MISSING AND TO FILE FOR THE MERCHANDISE THAT IS BROKEN THAT THE DELIVERD. OR A CHECK FOR $500.00 TO COVER MISSING ITEMS AND BROKEN ITEMS

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Father and Son Moving and Storage was hired to move our furniture from Middleboro MA to Bradenton Florida. Upon receipt we found over 80 pieces of our belongings missing or damaged. Boxes had been gone through, a candy machine had been vandalized. The company has been contacted several times as we wish the reminder of our belongings located and sent to us - their response is they don't know what happened. We were advised to contact their Insurance Company (Claims Adjusting Firm Headquarters, *** ****** ***** ***** **** ****** *******). After completing several forms, sending photo documentation as requested we were advised that we would be paid .60/lb of missing items (they would not pay for any damages done during the move). However, they would not begin to process our claim until they received an inventory list - which we were promised to be given to us by Father and Sons and have yet to receive after all this time (they packed our belongings 07/26&27/10. Our belongings were delivered to Bradenton Florida 08/23/10 to a storage facility and we moved into our home 04/15/11. Many of our items are irreplaceable, things made for my wife by her deceased father, antiques, gifts etc. We have had to replace items that are missing/damaged. The fact that we can't even receive a courtesy call from the company or their insurance that they are working on this disaster is disheartening. We did all that we were asked to do in the way of photos, a missing/damaged inventory list, etc and have gotten nothing in return.

Desired Settlement: If our belongings are lost we would like a refund as they were not capable of fullfilling the service they were hired for.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/22/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A move from *******, NY to **********, Fl. was scheduled with this company on 8/1/12. The estimate was $996.78. Based on that amount I paid a deposit of $395.45. They arrived at the destination on 8/13/12 claiming that a balance of $1109 was due making the total approx. $1500. On the contract that was signed, the move was based on weight. Upon delivery I was told that it was based on cubic feet which is stated nowhere in the contract. I wanted to measure the cubic feet and was not allowed to do that until full payment was made. I was going to call the police but did not want to start a major brawl in front of my condo. Upon caling the home office and speaking to ****** *****, I was spoken to like a deadbeat. I was accused of not wanting to pay the bill. He did not stop berating me without listening. As soon as I started taking he hung up. This company shoud not be allowed to do bussiness. I got taken.

Desired Settlement: Refund in the amount of the estimate vs the actual amount paid which totals $504 due based on the contract signed.

Business Response: We will like to begin by acknowledging the following:
 
A.   We have confirmed that the Consumer hired the Business to perform a Long distance move. An estimate was generated which was signed agreeing to all terms and conditions of the relocation.

B.   The customer was picked up on 03/01/2012; all contractual paperwork, terms and conditions and agreements have been signed and acknowledged as well.

C.   The cost of the relocation was clearly explained to the shipper, **** ******* before relocating her; at any given time if she decided she did not agree to the cost of the terms and agreements of the relocation she could have opted to cancel
the relocation- this was clearly not the case.

The relocation cost was as follows; the contracted relocation cost of $630.66 plus the fuel cost of $130.64, the customer relocated extra items therefore the cost of the relocation changed, please refer to the contract. Upon pick up the customer added a total of 61 cu-ft to the relocation. This added an additional $240.24 to the relocation cost. The total relocation cost was $1001.54; we don’t know why the customer is saying the total cost was $1500.00 in this complaint. The contract was clear when it explained to the customer that if additional items had to be relocate and were not reported upon booking the relocation that the relocation would have an additional cost [As contract terms and conditions clearly explained. We are
including the contract along with this response.

Please note an important notice was provided to **** *******  that specifically told her the relocation cost given to her on the estimate was subject to change, since this relocation was based on rate based on CU-FT- the contract was clear and no overcharges occurred-no refund is due.  Thank you for your time, we are here to Serve!

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

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 






BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We contacted Father and Sons moving to move a bed room and dining room set from *********, MA to our home in ******, NH. We were given a quote for $607.20. We contracted 3 hours of work with a 3 man team; $138 was included in the quote for travel time. I was out of town, so my wife was at our house in ****** to receive the furniture. The movers where contracted to begin moving in ********* between 8 and 9am, the movers arrived 15 minutes late. It took them approx. 3 hours to pack the furniture. They called my wife to let her know they were going to be using some "packing supplies" to secure some of the furniture, to keep it from breaking.

During the move a granite top to one of the night stands that was packed in butcher’s paper, broke into 3 pieces. When the movers arrived to our house in ******, it took them another 3 hours or so to unpack the furniture, while bring the armoires to the second floor bedroom there was damage done to walls and stairs. Before the movers would remove the dining room furniture one of the movers asked my wife to settle the bill. The bill was for $1572.50.

They charged us $234.00 for moving supplies, which consisted of packing tape and butchers paper, no bubble wrap, cardboard or anything that would actually protect our furniture. They charged us a $200 "heavy lifting" fee. When I contracted the move they told us they do not accept checks or credit cards and to have a cashers check or cash. We had a cashers check for $500 and my wife had another $300 in cash. When my wife told them she only had $800 the mover told my wife that they would take the furniture that was not yet unpacked, bring it to their shop and we would have to pay a storage fee and a redelivery fee.

My wife gave them our credit card and they charged the remaining balance on our card. I have both the estimates and final bill, and will forward them to BBB if needed.

Desired Settlement: 1.The granite night stand top returned and replaced. 2. I am willing to pay 10% over the agrred estimate and the "packing supplies" 3. We would like to have the damged walls and stairs fixed or a check to fix it.

Business Response: Dear Valued Customer,

If you discover you need to submit a damage or loss claim, please follow the directions below to file your claim. Claims are accepted for loss, damaged items and other moving related grievances.

If you obtained moving insurance (***** ****, ****** Insurance, ******, etc.) you must file with them first, and they will in most cases subrogate / file through us.

Obtaining a claims Package:

ü  If you did not purchase insurance, you must call, email, fax or place a web request by sending in a letter describing damages and/or missing items and any grievances.

ü  Once this letter is received a claims package along with an acknowledgement letter will be sent to you to fill out and submit for a compensation evaluation.

ü   You will also receive notification that your claim was received. Normally a claim will be entered and ready for adjusting within 2-3 weeks of receipt. Claims will be processed within 30-90 business days.  Our Claims office will notify you every 30 days of the status of your claim.

ü  When your claim has been adjusted, the settlement evaluation will be sent to you by faxmille or email.
a) If there is a monetary settlement you will need to sign and notarizethe Release & Settlement of Claim and mail, fax or email it back to Claims Adjusting Firm.
b) Once the signed and notarized Release of settlement form is received, payment will be authorized and processed by the Movers.

ü  Further instructions will be provided with the submission of the claim.

Options of sending in the claims package for evaluation to our Claims Department

[Mail]
Claims Adjusting Firm
           135 Weston Road Suite 184
           Weston, FL 33326

[Email] fileaclaim@claimsadjustingfirm.org

[Website] www.claimsadjustingfirm.org

Additional information on filing a claim: Filing a Claim: All claims for non-delivery of any article or articles must be noted in writing at the time of delivery. All claims for damages must be filed in writing with the company within 30 days following the date of delivery. You may file the written claim by emailing Claims Adjusting Firm at fileaclaim@claimsadjustingfirm.org or via their website at www.claimsadjustingfirm.org  all damaged items must be kept available for inspection, including cartons in which items were packed. The cost for repairs, repair estimates, and/or replacement of damaged articles will not be honored unless authorized in writing in advance by the company.  The Company shall have the right to inspect and repair any allegedly damaged articles(s) and it shall be within the sole discretions of the Company, with the advice of a qualified repairman, as to whether a damaged article can be repaired, should be replaced or the owner paid compensation based on the valuation selected. Under no circumstances is the company liable for the loss of use of neither the property nor any decrease in value of any article. The Company reserves the rights of salvage on damaged items. All charges for services rendered must be paid in full before any claim will be honored. Please note after the receipt of your written letter of grievance Claims Adjusting Firm will send you an acknowledgement letter along with a claims package with full detailed instructions on the claims process and procedures.

For more information visit the Website www.claimsadjustingfirm.org or call CAF at (954) 317-2448 (Headquarter) ;( 408) 520-7647 (California) ;( 253) 238-0414 (Washington); Fax: (888) 392-4934.

 

 

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I have contacted father and sons 5 times to file a claim, when I call they put me into a voice mail and nobody ever calls me back.  Also there is no response to fact that they charged me more then $1500 when there "quote" was for $600.


 

 

Business Response: claim forms were sent to the customer. please see confirmation below, as you can see they were sent to both emails provided:

From: Claims Adjusting Firm 1AM12 [mailto:cs@claimsadjustingfirm.org]
Sent: Friday, August 31, 2012 5:14 PM

To: '************@yahoo.com'
Cc: '*************@yahoo.com'
Subject: Claim Forms Case#*********** **********.pdf
 
Thank you for contacting CLAIMS ADJUSTING FIRM. As per your request, attached are the claim forms that need to be filled out. Print them out, sign it and e-mail or fax it back to us along with the necessary paperwork. Please make note of your case number above.  Please review the instructions and if you should have any questions, please feel free to contact us at the numbers provided below.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We hired this company to move my husband from *****, ** to *******, ** and they were the most un-professional company I have ever worked with. Not only did they take twice as long as they orginally stated, my 200 year old bed was broken, table scratched, lamp damaged, and an entire box is missing. I called the company and spoke with a man named **** and he has been rude and unconcerned about finding my missing box. This box contains picture albums, my husband Master's and PhD framed diplomas and custom artwork. This is not something that can be re-purchased. **** told me that they will re-trace the drivers steps and let me know this weekend if it is in one location. They need to be calling every stop the driver made over the 2 weeks they had my husband's belongings, and find out who has a box that doesn't belong to them. It is not hard to determine who has an extra box, I just don't think the company has any idea where the bix might be. On Father and Son's website, they state that they never use outside contractors, but it was a moving company from ************, ** that picked up and delivered our stuff. When the driver picked up the load at our ***** home, I was never left with any type of inventory list and the driver never signed off on anything. We also had wet boxes which probably means that our things were un-loaded and loaded multiple times in the 2 weeks it took to arrive at the destination. Now that **** has decided he doesn't want to handle my problem I called and asked to speak to a manager and was directed to ****. and he said he was going to help me and he has not. I have talked to many people, each one as rude and un-helpful as the last. Thye all tell me to file a claim, I don't want money, I want my missing box with pictures and photos in it!

Desired Settlement: I want my missing box

Business Response: In order for us to launch an investigation on the items being claimed we need the customer to file the claim. please use the information attached and submit the information requested.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.
I have filed a claim but we still want our missing box!  Another client called in to your office and said she has the box and wants to return it.  My husband has been trying to contact you so he can find out how he can get his box back, but no one will take his calls and no one will call him back.  The missing box contains personal items and can't not be replaced.  Please get our box back to us

Regards,

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

 

 

Business Response: We have indeed found the missing box. We will ship the box in the next rotation of shipments. please do call teh office to make delivery arrangements. Thank you for your Patience.

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/6/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ( ******** ***************)have called the movers several times since July to report missing articles including a double bed mattress pad, memory foam mattress pad (double bed), several board games, Ipod music player, double bed rails, 4 sets of curtain rods nickel, and framed photos. My daughter also received a large black suitcase which is not hers. I attempted to call the claim line which was full. I also have called **** **** Claim representative and spoke with him. He initially assured me that **** the mover would return for the suitcase and leave her items. This has not occurred and now I have left messages left messages and he has not called back. My daughter has since purchased the bed rails, curtain rods and matress pad and memory foam. She would like a cash refund for those items of 300.00 dollars. She would like the other items back. She would also like the suitcase picked up. It is being kept at the apt manager's office at her apartment complex since somebody wants probably their suitcase back. Thank you for your attention to her complaint. I am representing my daughter in this matter since she is currently in a residency and not available during working hours.

Desired Settlement: Return of missing items and cash refund for items that were replaced by daughter

Business Response: As far as damages are concerned, the customer NEVER called to file a claim for missing or damaged items. The customer can call and request the claim forms to 954-317-2448 or simply by email us at cs1@claimsadjustingfirm.org.  We will process his claim based on the FMCSA rules and regulations. Please note the customer made no notations on the inventory list within, stating anything was missing or damaged upon delivery- they signed the documentation stating everything was received in good condition.

The claims procedures are as follows:
If you discover you need to submit a damage or loss claim, please follow the directions below to file your claim. Claims are accepted for loss, damaged items and other moving related grievances.
If you obtained moving insurance (***** ****, Moving Insurance, ******, etc.) you must file with them first, and they will in most cases subrogate / file through us.

Obtaining a claims Package:
ü  If you did not purchase insurance, you must call, email, fax or place a web request by sending in a letter describing damages and/or missing items and any grievances.
ü  Once this letter is received a claims package along with an acknowledgement letter will be sent to you to fill out and submit for a compensation evaluation.
ü   You will also receive notification that your claim was received. Normally a claim will be entered and ready for adjusting within 2-3 weeks of receipt. Claims will be processed within 30-90 business days.  Our Claims office will notify you
every 30 days of the status of your claim.
ü  When your claim has been adjusted, the settlement evaluation will be sent to you by faxmille or email.

a) If there is a monetary settlement you will need to sign and notarize the Release & Settlement of Claim and mail, fax or email it back to Claims Adjusting Firm.
b) Once the signed and notarized Release of settlement form is received, payment will be authorized and processed by the Movers.

ü Further instructions will be provided with the submission of the claim.

Options of sending in the claims package for evaluation to our Claims Department
[Mail]
Claims Adjusting Firm
           135 Weston Road   Suite 184
           Weston, FL 33326

[Email]
cs@claimsadjustingfirm.org

Additional information on filing a claim: Filing a Claim: All claims for non-delivery of any article or articles must be noted in writing at the time of delivery. All claims for damages must be filed in writing with the company within 30 days following the date of delivery. You may file the written claim by emailing Claims Adjusting Firm at cs@claimsadjustingfirm.org all damaged items must be kept available for inspection, including cartons in which items were packed. The cost for repairs, repair estimates, and/or replacement of damaged articles will not be honored unless authorized in writing in advance by the company.  The Company shall have the right to inspect and repair any allegedly damaged articles(s) and it shall
be within the sole discretions of the Company, with the advice of a qualified repairman, as to whether a damaged article can be repaired, should be replaced or the owner paid compensation based on the valuation selected. Under no
circumstances is the company liable for the loss of use of neither the property nor any decrease in value of any article. The Company reserves the rights of salvage on damaged items. All charges for services rendered must be paid in full before any claim will be honored. Please note after the receipt of your written letter of grievance Claims Adjusting Firm will send you an acknowledgement letter along with a claims package with full detailed instructions on the claims process and procedures.

For more information call CAF at
(954) 317-2448 (Headquarter) ;( 408) 520-7647 (California) ;( 253) 238-0414 (Washington); (410) 630-4338 Maryland; Fax: (888) 392-4934.
 
Sincerely yours,
****** ****
Customer Resolution Specialist

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

To ****** **** Claims Resolution Specialist,I have called the mass. office of father son movers to report that several items in my daughter's moving load were not delivered. I attempted to leave a claim message but the voice mail box was full. I spoke at least 3 times regarding the non delivery of items with **** **** the company's claim officer at the Mass number. My daughter did not sign the inventory list since the delivery took place about a week and a half after the initial date of delivery given. She started her residency and could not be present. The management office gave the movers the keys to her apartment. The mover **** also left a suitcase that did not belong to her. 

The is the list of missing items:double bed railsmemory foam mattressMattress pad4 sets nickel plated curtain rods equaling 300. dollarsIpod speakersgames and framed photossince several items were replaced at her expense she would like the money reimbursed for those items.She wants the other items back. Since they seem to be lost she will take cash for those items.The people who are missing their suitcase probably want it back so picking it up would be helpful.

 

Business Response: WE DO UNDERSTAND, UNFORTUNATLY IF YOU DO NOT CALL CAF TO GET YOUR CLAIMS PAPERWORK WE WONT BE ABLE TO OFFER YOU ANY COMPENSATION FOR YOUR DAUGHTERS ITEMS. PLEASE DO TAKE THE TIME TO FOLLOW THE PROCESS. THANK YOU. ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/19/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Father and son Moving provided me with a contract for moving on June 30th from 12-4 pm. I had to place a deposit for $561 in order to guarantee that time. I advised them that I love in an apartment bulding and had to move
out on the 30th since this is the end of my lease and this is the only time I can rent the elevator for moving. In addition, new tennants would be moving in the next day. I am also a physician who needed to be in another town immediately to start work. 3pm on June 30th I called to find out what happened to the movers, I was informed by ****** the dispatcher that the driver suffered from "heat exhaustion" and could not show up. I asked him to call
me back with the resolution of the problem. I never received resolution, when I called again I was informed that I should obtain a lawyer to get speak to HIS-"******'s" lawyer in order to get the movers to come that day. ****** was very rude and spoke in a threatening tone with foul language. I received a phone call from **** the driver that he was not able to come and move me out since he had to complete a "big job" IN New Hampshire. I called several times with no response. I booked the move with *** ***** who I was in contact with on several occasions via phone and e-mail regarding the confirmation of the move. I left messages requesting my deposit back as
no one showed up from Father's and Son moving on June 30th which is a breach of the signed contract. In addition, I have documentation that my check deposit for $561 was cashed. I called and e-mailed several times with no response. I am severely financially set back as a result of this and disappointed. I had lost wages from work (loss of procedures completed as a physician) , additional cost due to extra rent, emergency moving process and
charges as result of the breach of contract on the part of Father and Son Moving. It is costing me a lot more for the movers that never showed up and cashed my check. This is poor business practice and highly unethical. I just want my deposit back for services that were not rendered. If not, I would like to make sure that this never happens to anyone else and will pursue litigation to obtain loss in financial damages as a result of breach of contract performed by Father and Son. I will also seek to pursue media measures to make sure that this does not happen to other innocent consumers. Thank you for your help and understnading.

Desired Settlement: I am formerly requesting my deposit back for $561 for services that were not rendered.

Business Response: This is in response to the consumer’s allegations we would like to inform the BBB that this particular relocation never took place, the consumer was well aware of the cancellation policy as you can see above, the consumer signed and agreed to all terms and conditions, please see section number #9 cancellation policy all cancellations must be made in writing within 7 business days of the first available pick up date as stated on the order for service and are fully refundable. The letter must be mailed, emailed or faxed to the office listed on this order for service. Your deposit will be nonrefundable if your cancellation notice is not received at least 7 business days prior to the first date of your moving pick up window (moving date). We would also like to add that we tried our best to accommodate the consumer for a different date, but in the end was declined.

In conclusion all terms and conditions have been signed and agreed upon by the consumer therefore no refund is due.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I never cancelled the move. My appointment per the contract was for June 30th, 2012. I never cancelled the move with Father and Son movers. No one showed up to move me and I ended up staying past my deadline for moving of midnight from the building.  I have documentation of this. This required an additional penalty for rent as I was required to move by June 30th. There was a new tenant moving in July 1st. I suffered a penalty and time from work. As I have stated in the prior message, I would prefer not to take legal action. If this is the only response, then I will have to sue for the month's rent and time off of work. All I want is for Father and Son is to be fair and ethical in their business practices to return a deposit for a service that was never rendered. I have security guard proof that no one ever showed up to pick me or notify me that someone would be arriving on June 30th as is in my contract.  In addition, Father and Son is listed
on AMSA's website for moving and relocating resident doctors. I happen to be the past president of this association and will notify AMSA that Father and Son should not be recommended to move physicians. It is thievery to take money for services not rendered. In addition, no one from Father and Son returned any of my calls to address this issue. I was threatened by ****** and never received a response regarding the lack of services or even an apology. At this point, I want my deposit back. 

It does not make sense why I would cancel a move when I was required to leave the building that day and required to report to work. I did not cancel the move. That is fraudulent information on the part of Father and Son moving.  

 

 

Business Response: We would also like to add that we tried our best to accommodate the consumer for a different date, but in the end was declined. In conclusion all terms and conditions have been signed and agreed upon by the consumer therefore no refund is due.We would like to advise the consumer to please allow us a few days to conduct an internal /investigation meeting in regards to the consumer's allegations,once the investigation is finalized we will provide the consumer a response concerning
the deposit.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contracted with Father & Son to move household items and transport 2 vehicles from Massachusetts to Florida. The original agreed upon cost to transport the 2 vehicles was $1200. I provided Father and Son with a credit card deposit of $400. The balance of $800 was to be paid to the driver upon delivery of the vehicles in Florida. F1 Auto Transport was used for the transport. When the driver arrived on 06/28 to pick up the vehicles in Mass. he stated that a balance of $950 would be due. I immediately contacted the Father & Son Sales Consultant/*** ***** Phone: ###-###-#### Ext. 1708. He told me that Father & Son would apply a credit of $150 to my Master Card. I have received credit card statements and no credit has been applied. I have made numerous attempts to contact *** *****. He has not responded to my voice mail or email messages. I contacted and spoke with the Sales Manager **** on 07/19. He said he would speak with *** and accounting as to why a credit has not been applied and call me back. No return call from **** and he too is not returning calls.

Desired Settlement: Apply the $150 credit as discussed to my master card.

Business Response: We are currently conducting an internal investigation in regards to the consumer's allegations,concerning the $150.00,once it has been finalized we will respond accurately to the consumer concerns,please allow us a few days to finalize the investigation so we may provide the consumer and the BBB an accurate response.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Proper resolution is to apply the $150 credit to my credit card as discussed with the Sales Consultant J** *****.

Regards,

**** *****

 

 

Business Response: Our Response:

This is our response in regards to the consumer’s allegations we would like to inform the BBB and the
consumer that it has been confirmed that the refund check is in processing with accounting and will
be mailed out by the end of this beginning of next week to the consumer’s mailing address, which this
is the $150.00 which was promised to the consumer by Mr. J** *****. In conclusion the consumer is
entitled to the $150.00 and will be receiving it by next week, and it has been confirmed that the refund
check will be mailed out by the end of this week and received by the consumer by the beginning of next
week.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9146330. Note: as of this email I have not received the refund check.

Regards,

**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Not only was my furniture originally supposed to leave on June 24th and not get out until June 27th. Then the driver had the nerve to tell me that it would be here by the 1st of July with no problem, Instead of just telling me the truth.It finally arrived on July 9th and On top of everything my furniture gets here and My leather headboard is Ripped, and there is a giant hole in the back of my dresser. Then I find out that I got charged an extra $150 dollars
for a SO CALLED box for my tv which was nothing more than a piece of cardboard over the front of it. I have no idea how a piece of cardboard is $150. This move has been the worst EVER. The unprofessionalism of them not returning any of my emails as well as the punctuality of everything and now damages is insane especially for the price. I would like to know what can be done to resolve these issues. There was supposed to be an insurance provided with the move whi ch might not cover all the damges but it would have been a start. But with no return call backs or emails I don't know what to do.

Desired Settlement: for all the inconviences and damges I Would like $500 in return. To cover the cost of repairs as well as charges that were added on my original estimate. I think I ask for more with everything thing I had to deal with as far as customer servies problems, being lied to, and dmages. So I do not think I'm being unreasonable.

Business Response: This is in response to the consume's allegations we would like to inform the BBB and the consumer,that we strongly suggest that the consumer contacts our claims office,to file a claim in regards to the damage on the household goods,we encourage the consumer to contact them at the following phone number ###-###-####, once the consumer contacts the claims office, the claims office will do everything in their power to process the consumers claim accurately and offer compensation if compensation is due,the faster the customer contacts the claims office the faster the claims process will start that will end with the result of the customer receiving a settlement offer via email which the consumer is to sign and notarize and submit
it back to the claims office in order for us to send a check for the settled amount to the consumers mailing address.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Neighbors moving and storage outsourced a moving job from Lilburn, GA to West Valley NY with Father and Sons Relcation Services. We had a contract which stated we would have 1 truck pick up our items from our house on May 8th and they showed up May 9th. There was conflicting statements between both compaines about the final price. The space we reserved on the truck was already half full, and they had to send another truck(which was another issue because untill we complained they were not going to send it that night). After filling up both trucks, they left for NY. The first truck showed up on May 12th. They demanded full payment for BOTH trucks, even though the other truck was not there. Also the price went from apx $3,000 to $6,000, and said if we didn't pay, they'd put our stuff in storage. In the process of the move, they broke many items including a king size mattress, fridge and dresers. They said they'd contact us with claims information, but never did. After we called them to set up a claim, they advised us an insurance company, and that company insisted they don't have an insurance claims account with them. Our delivery was due by May 18th at the latest, and today is June 1st and they still cannot advise where the truck is. Noone will return our phone calls. I have before and after pictures of most of the items they broke because everything was not even a year old. I still cannot give a 100% accurate list of all broken items yet because the other truck has not arrived. Is there anyway I can show you contracts that I have? Also the compaines refuse to show me the trucks weight before, after and during the move.

Desired Settlement: I want a refund AND FULL replacement of my items broken and missing. The bedroom set and fridge that were broken, were not even a year old. They were purchased and moved into the home by moving compaines. The only people to ever touch the items were Father and Sons.

Business Response: This is response to the consumers allegations concerning damaged items,we strongly advise the consumer to contact our claims office,The claims office will also send the consumer claim forms which the consumer will need in order for the claims department to process the claim effectively.The customer will be able to contact them directly to receive status of the claim at 954-317-2448. The Claims Adjusting Firm has their contact information on the forms; to make it easier for the customer to contact them directly. We can assure the consumer that they will take the claim seriously and offer compensation if compensation is due. In conclusion we advise the consumer to contact the above phone number to get the claims process started. 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

They talked about the claim with the items they broke, however they still did not address any of the other issues.  They did not address the issue that they came a day late for pick up.  They did not address that they came with a truck that was already over filled from a previous job and didn't have enough space for us.  They didn't address they had to have a 2nd vehicle come pick up our items, which delivery came over a month later.  They didn't address the face that we paid almost $3,000 more than quoted even though we had our contract.

Regards,

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

 

 

Business Response: Our Response:

In response to the consumers allegations we would like to inform the consumer that the delivery date that was provided upon generating the moving estimate as well as booking the
relocation, are not always accurate due to possible road and traffic conditions we have confirmed that the consumer got delivered within the allowed time frame which 7-21 business days, also we would like to advise the consumer that upon booking the relocation a moving estimate was generated based on the information that was provided to us by the consumer,m and if any changes occurred on the final bill and on the total cost of the relocation would have been due additional services or items that were added to the relocation upon relocating the consumer and that was not reported upon booking the relocation, now in regards to the truck being full we have tried our best to satisfy the consumer we have confirmed that our movers arrived at the destination, and requested for another truck to join the relocation to satisfactorily relocate the consumer’s household goods to the requested destination reported by the consumer upon booking this particular job. In conclusion the consumer has got delivered within the allowed time frame even though it was not the date that was provided as an estimate, we as company try to give the best estimated dates but in the end they are just an estimate and are not always accurate due to possible road and traffic conditions.We have confirmed that all of the charges are valid, all terms and conditions were signed and agreed upon the consumer therefore no refund is due. In regards to the damaged/missing items we have already instructed the consumer to contact our claims department. The claims office will also send the consumer claim forms which the consumer will need in order for the claims department to process the claim effectively.The customer will be able to contact them directly to receive status of the claim at ###-###-####. The Claims Adjusting Firm has their contact information on the forms; to make it easier for the customer to contact them directly. We can assure the consumer that they will take the claim seriously and offer compensation if compensation is due. In conclusion we advise the consumer to contact the above phone number to get the claims process
started. 

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I went to press do not accept business response, and it clicked accept business response.  I did not mean to close this, they still have not resolved my problems, and they have an altered contract that they changed! Please can we reopen this ticket!! Please can you call me if there is any problems *** *** *****

Regards,

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

 

 

Business Response: As to the consumers allegations, we as company conduct ourselves in
highly business manner, and in no way we would alter the contract as the
consumer is stating that we did, In response to the consumers allegations
we would like to inform the consumer that the delivery date that was
provided upon generating the moving estimate as well as booking the relocation,
are not always accurate due to possible road and traffic conditions we have confirmed
that the consumer got delivered within the allowed time frame which 7-21
business days, also we would like to advise the consumer that upon booking
the relocation a moving estimate was generated based on the information
that was provided to us by the consumer, and if any changes occurred on
the final bill and on the total cost of the relocation would have been
due additional services or items that were added to the relocation upon
relocating the consumer and that was not reported upon booking the
relocation, now in regards to the truck being full we have tried our best
to satisfy the consumer we have confirmed that our movers arrived at the
destination, and requested for another truck to join the relocation to
satisfactorily relocate the consumer’s household goods to the requested
destination reported by the consumer upon booking this particular job. In
conclusion the consumer has got delivered within the allowed time frame
even though it was not the date that was provided as an estimate, we as
company try to give the best estimated dates but in the end they are just
an estimate and are not always accurate due to possible road and traffic
conditions. We have confirmed that all of the charges are valid, all terms and
conditions were signed and agreed upon the consumer therefore no refund is
due. In regards to the damaged/missing items we have already instructed
the consumer to contact our claims department. The claims office
will also send the consumer claim forms which the consumer will need
in order for the claims department to process the claim effectively. The
customer will be able to contact them directly to receive status
of the claim at ###-###-####. The Claims Adjusting Firm has their
contact information on the forms; to make it easier for the customer
to contact them directly. We can assure the consumer that they
will take the claim seriously and offer compensation if compensation
is due. In conclusion we advise the consumer to contact the above phone
number to get the claims process started. 

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I have a carbon copy of my contract sitting right in front of me.  When we spoke on the phone you were reading boxes that YOU filled in after the fact.  Why don't we both send a copy of that contracts to the BBB and they can see how you altered your contract.  Also please show me where it says 7-21 business days because on my contract it says 10 business days.  The items were picked up on April 10th and the last truck did not arrive untill May 9th.  Also on the phone when I asked about what you were going to do about the truck being late, your supervisor said, after the 10th business day you guys take off $150 a day.  You also charged me for a pool table that you never moved.  You also changed the price on the contract.  And not only that but you would never show me the trucks weight before, after or during transport. 

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/15/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a move scheduled with Father and Son to move furniture from *******, VA to ******** , RI on May 31st. No one showed up. The furniture was in my sister's house in Virginia and was going to my house in Rhode Island. My sister was moving from her house June 1st. I was promised the move for May 31st. A driver from Father and Son showed up at my sister's house on June 1st but could not take the furniture because he had a full truck. The driver of this truck contacted the head dispatcher at Father and Son and was told that a truck from Father and Son would at the house in ******* at 12 noon on June 3rd - guaranteed. Needless to say the truck never showed up!!!!! I am now in the process of trying to find another moving company because I have to get the furniture out of the house in ******* by Wednesday because the new owners are moving in that day!!!!! I cannot call to get my money back or to talk to anyone at Father and Son because today is Sunday and no one is in the office today!!!!!!!!!

Desired Settlement: There is no aggreeable outcome because I need to have the furniture moved by a reputable company and Father and Son is not it!

Business Response: In Response to the consumer allegations,we would like to inform the consumer and to the BBB we are in the process of conducting an internal investigation of the events that took place during this relocation,once the investigation is finalized we
will respond to this BBB Complaint accurately.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/15/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sales was informed (***** ********) that i was not going to be home until midnight of the 26th of May, the drivers were also told when they picked up the goods no one would be home until the time and date above, they showed up at 12 noon on the 26th, Father and Son now say we owe them another $650.00 for storage and $500.00 for redelivery...I feel that this company does this on purpose to extort more money out of there customers, and most people pay since they have your goods,,,,,speaking with the company has done no good, pleading with them has gone nowhere, I just returned from Afganistan and wanted my furinture in North Carolina, All I want is what I contracted for.

Desired Settlement: Deliver my goods and live up to what we agreed on, with no extra charges

Business Response: Our Response:

This is in response to the consumers allegations; we would like to advise the consumer that on the addendum bill of lading it specifically stated the following: Also we would like to add the job was booked, the truck was reserved and the slot for
the pickup was filled. By this time we had already consumed time, and reserved the truck and employees as well as consumption of gas. Not to mention reserved the date for your relocation, therefore not accommodating any other customers,
and the movers only followed the company’s policy as it appeared on the terms and conditions. In conclusion all charges are valid, and there is a balance due to be collected.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/12/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We provided the below complaint to both Neighbors Moving and Storage (the broker at **** ***** ******* *** **** ******* ****** ** *****,phone number ###-###-####) on April 4 and Father and Son on April 24 in addition to multiple attempts to resolve via telephone contact. We contacted Neighbors on March 19, 2012 to initiate a contract to move our deceased mother’s household goods. We received three call backs on different days to confirm the inventory to be picked up. The first two calls were between **** ******, from Neighbors, and my husband. A few days later ****** called and spoke with me. During the conversation with ******, I removed several of the larger furniture items from the original inventory because they were no longer in the house. ****** convinced me that I should overestimate the number of boxes so that the driver will have a truck large enough for the shipment. He relayed experiences when customers had to have their shipments taken on two trucks at different times because of under estimating. I relayed my concern that the weight went up instead of down when the larger furniture items were removed, but ****** confirmed that it was because of adding the additional boxes, but assured me that we would be charged only for the actual weight and that we would know that weight before the goods are delivered. He also said the driver would be contacting us to schedule the actual pick-up time. On March 23, dispatch called and told my husband that the driver would arrive between 11:00 am and 3:00 pm on Monday, March 26, to pick up the household goods. On March 25, ***, a packer traveling with the driver, called and said that they would arrive either Monday night or early Tuesday morning to pick up the household goods. Several times on Monday, March 26, I spoke with *** who assured me they would be in Montgomery on Monday evening. About 7:30 on March 26, *** called and said they were about 3 hours out but that they were still coming that evening. I suggested they could pick up on Tuesday by 7:00 am. *** thanked me and assured me they would arrive that night, sleep on the beds in the truck and be at the apartment by 7:00 am. About 7:20 am on Tuesday, March 27, *** called and said they were in 45 miles away, and would be there in about 50 minutes. They finally arrived about 9:30 am, but they had not yet gotten a light-weight ticket. I insisted they go get a light-weight ticket before they load, but *** relayed that the driver refused because he needed to rest. After I questioned how they were going to know the weight of the goods, *** went back to talk with the driver and came back with a promise that they would get the weight by “back-weighing.” With no other alternative, I allowed them to begin loading the household goods. After they finished loading, I followed the truck to the weigh station; *** got out of the truck telling me the number on the truck so I could get the weight ticket. He said they did not have the money to pay for the ticket. I went back to the truck to talk with the driver, but he refused to pay for the weight ticket. He said they never use actual weight because he was so experienced at estimating the weight by sight. I asked him about the process by which he does this and he walked with me to the side of the truck and showed me where on the truck the goods would be for 10,000 pounds and estimated my goods to be about 6,000 pounds, which he claimed was just about what was on the estimate. Both *** and ***** (the packer and driver) tried to convince me that it was in my best interest to go with the estimate, because an actual weighing would most likely make the total cost go up. I told the driver that I still wanted payment to be based on actual weight and went to pay for the weight ticket myself ($9.50) and gave the driver a copy. *** and ***** insisted that they had no other pickups and would be going directly to the destination for a drop off of Wednesday, March 31. I asked how I was supposed to know how much to pay at the time on the drop off and was told to pay what was on the estimate. The actual estimate had a balance of $1747.08. I then called **** ****** at Neighbors to find out what to do when you don’t know the actual weight and he was surprised that the driver refused to get a light weight ticket and that the driver didn’t pay for the heavy-weight ticket. He said that he would research the empty weight of the truck and let me know the maximum weight of everything on the truck. He said that I should go ahead and pay the remaining balance on the estimate ($1747.08) and that Neighbors would reimburse the difference after the driver gets the back-weight tickets. He estimated about a $165 refund based on the 6000 pound estimated by the driver. My husband had only 24 hours to get the cash needed and ended up taking out a loan against the home equity to have the money ready for when the driver was supposed to arrive on Wednesday. He also called both Neighbors and Father and Son to confirm the amount required to be paid upon delivery. He got two returned calls stating that the amount would be for the remaining balance on the estimate and to wait for the driver’s instruction on who to make the money order payable to. My husband assumed the two calls were from Neighbors and Father and Son. When we still had not heard from the driver on Wednesday, my husband proceeded to call the dispatcher to confirm a delivery date. He was told that the truck had been dispatched to pick up other loads and would not be in town until Saturday, March 30. We were forced into taking an unnecessary loan, because we could have gotten the cash from another account in four days where we could not in the projected 24 hours. The initial call for delivery came about 9:30 pm Saturday. The expected time of delivery would be early Sunday afternoon. ***, the packer, with Father and Son confirmed that if we were at church around 12:00, they would wait. He said they were in Ohio at the time of this call. He also asked if we had the money and I told him that we had two post office money orders, one for $1000 and the other for $747 since the post office does not issue money orders for more than $1000 each. On Sunday, Father and Son called at 2:30 pm and told us they were 3 hours from Harrisburg and that they would call when they were one hour out so that we could meet them for a weight ticket. After waiting for what should have been a 4:30 call, Father and Son finally called at 6:10 pm and said they were about 2 hours from Harrisburg and that there was the Pilot weigh station at exit 77 on I-81 to get the heavy weight. They claimed that they had gotten tied up in traffic due to a roll over on I-76, which we could not confirmed by our checking with Turnpike traffic. We arrived at the Pilot Travel Center at 7:30 pm when we soon received another call from Father and Son saying that they were just getting on to I-81 (approximately 35 minutes exit 77). Father and Son finally arrived at Pilot around 9:00 pm; we got the heavy weight (driver would not pay the $9.50), and arrived at our home in Lebanon at 9:30 pm. ***, the packer, said he needed to see the money before the offloaded the goods, so I showed him the money orders. We still did not know who to make them out to, so the PAY TO THE ORDER OF space was still blank. *** told us the driver needed to hold them during the offload and that he would bring them back out when paperwork was signed. So we gave him the money, but the amount totals were for the Neighbors estimate. Neighbors had informed us several times that the amount would be their estimate minus the down payment, leaving the amount due$1747.08. *** came back and told us we did not have enough money and showed us on his I-phone, the contracted amount. That was the first time I was told there was an amount due different from the original estimate. Father and Son refused to off load the household goods until a Father and Son balance of about $2300 was paid. For at least an hour, we waited for confirmation from the driver’s supervisor what we were supposed to do. When we asked to speak to the supervisor, *** told us that he could not give out his home phone number, so we asked the supervisor to call us. *** came back and told us that the supervisor was not answering their text for a call back. We finally insisted that the driver come and talk to us himself and tell us what we are supposed to do. *****, the driver, told us the supervisor had given him three options and he said to give him five minutes to contact the supervisor again. He went outside to talk and then came back with the same three options. This left us wondering if a “supervisor” was ever even contacted. After quite a bit of anxiety and several phone calls to Neighbors and Father and Son, the driver, ***** Johnson, finally talked with us about what his supervisor offered. One was to pay the full amount due in cash, the second was to wait until morning to get the cash, but Father and Son was going to charge us a delay of delivery for the following day delivery, and the third was we could pay him $250 and call it a day. We agreed to the $250 so that we could get this done, but only had a personal check to offer, which ***** took. The furniture was finally off loaded by 1:30 am Monday morning. The crew left a pile of boxes and shrink wrap in the lot across the street from us that we had to clean up the following day. The driver tried to offer that they would take a picture of the weight ticket and send it to us so that we did not have to drive with them to the weigh station…totally unacceptable at this point! I followed the driver again to the weigh station to get a light weight ticket which reflected a 1952-pound difference between our charged weight of 6752 pounds and actual weight of 4800 pounds. Once again, and for the third time, the driver would not pay for the weight ticket ($9.50) and almost refused to take a copy from me. I asked him to reflect the weight on the paperwork, but he insisted that the paperwork could not be modified at this point. I asked him if he was going to turn in the weight tickets so that the proper weight could be reflected and he said he would. Obviously, there are numerous flaws in the delivery, by Neighbor/Father and Son. 1) We were told by Neighbors and by the Father and Son driver that we would be charged by actual weight (before loading, the driver promised to get the weight by back-weighing). 2) Neighbors used a different cost per cubic foot ($2.09) than Father and Son ($2.80). Certainly, the same cost per cubic feet, if known by the broker, should be used by the broker and the carrier. 3) Neighbors told us what the procedure would be: begin with a light-weight ticket, then load, and finish with a heavy-weight ticket. Father and Son promised to back-weigh to get the weight, but did not honor this agreement. 4) Father and Son insisted that our delivery would go directly to destination, from pickup location, which it did not. 5) Our delivery was called in to us on Saturday night for a Sunday delivery without confirming the actual amount due, only asking if we had the cash or money order. How is a customer supposed to get a money order from the post office for the corrected amount of $589.22? in cash between 9:30 p.m. Saturday and a Sunday delivery? 6) The call for the delivery was not 24 – 48 hours out as stated in the contract (Saturday at 9:30 pm for a projected noon Sunday delivery. 7) The driver did not talk with us, the customer, but instead sent one of the packers to do all the talking. 8) The driver, when confronted, would not let us talk to his supervisor about how to handle the problem…leaving us to wonder if there ever was communication with management. 9) We were threatened with a delay of delivery and storage charges when the driver wasn’t ready to off load the household goods until after 9:30 pm on a Sunday night…not very reasonable expectation on the driver’s part.

Desired Settlement: Despite the hardship that this moving company has imposed on our family, we are simply requesting a refund for the over payment of $587.60 using the following formula: Father and Son bill of lading: 6752 lbs = 965 cubic feet @2.80 X 965 = $2702 .15% X 2702 = $405.30 Total: $3107.30 Initial down payment: - ($ 771.00) Total: = $2336.30 Postal money order: $1747.08 Additional monies due at delivery: $ 589.22 Driver Adjustment: - ($ 339.22) Additional Payment by customer: Check number 1076 + $ 250.00 Total paid at delivery: = $1997.08 Amount w/ actual weight: 4800 lbs = 686 cubic feet @2.80 X 686 = $1920.85 .15 X 1920.85 = $288.13 Total: $2208.98 Initial down payment: - ($ 771.00) Total: = $1437.98 Total paid at delivery: (Postal money order + customer check) - ($1997.08) Over payment: = ($ 559.10) Cost of weight tickets paid by customer: 3 X $9.50 = +( $ 28.50) Total due customer: = $ 587.60

Business Response:  This is in response to the consumer's allegations,we are in the process of gathering all of the contractual paperwork in order to provide the consumer and the BBB an accurate response.

Consumer Response:

I understand that the business, Father and Son Moving New England, is gathering contractual paperwork.  However, I also want them to address the issues related to how I was treated by the driver and how I was misled and coerced by the driver to sign the bill of lading with numbers  from the "estimate" instead of actual numbers.

Regards,

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

 

 

Business Response: In response to the consumers allegations,like we stated we are currently gathering the contractual paperwork to properly address the consumers allegations,as per the events that took place with our movers we are currently performing an internal investigation,but if the consumer in any way felt offended by any one of our workers,we do certainly apologize for any inconveniences that the consumer may have went through this whole relocation process,this is certainly not the way we conduct business please allow time for us to obtain the contractual paperwork to properly address the consumers allegations. 

Consumer Response:


I reject the business' response to Complaint ********.
Please re-open the complaint.  The business only asked for more time to gather contractual information, which is fine, but they have not addressed the mistreatment of me by their driver and the over charges.  Again, I do not want the complaint closed.  The company has not provided an acceptable response to the actual complaint.
Respectfully,********* ******

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

4/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *** *****, Director of Sales for Father & Son Moving & Storage, completed a thorough inventory of the goods to be moved, and quoted an inclusive price of $4,750.48. Upon delivery they demanded an extra payment of $2,128.40 -- 45% more than the estimate. The driver claimed that the weight was in excess of their estimate, although he failed to produce any weigh tickets reflecting the gross and net weights of the vehicle before and after loading. In addition, a stone step was broken during the moving of a baby grand piano. A "complaint" was duly filed with Claims Adjusting Firm Headquaters who aledgedly handle complains for Father & Son Moving & Storage for the $300.00 which it cost to repair the step. Inspite of a follow up letter citing the chronology of that event, and another letter providing three witness afadavits, the claim has been turned down.

Desired Settlement: At the very least, they owe me $300.00 for the stair repair, and $1,187.62 for charging an amount in excess of a 10% allowance over their estimate.

Business Response: We are sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. The cost of the relocation was clearly explained to the shipper, ******* ******* before relocating him; at any given time if he decided he did not agree to the cost of the terms and agreements of the relocation he could have opted to cancel the relocation- this was clearly not
the case. Please note an important notice was provided to ******* ******* that specifically told him the relocation cost given to him on the estimate was subject to changes. 
 
We would like to inform the BBB that this customer was sent a denied letter back in 12-28-2012. See attachment for further reviews.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I was not advised of the $2,128.40 (which amounts to a 45% overage) increased cost of the "relocation" until taking delivery in Naples, FL.  This is late in the process to make an objection.  Furthermore, the driver did not produce gross and tare weigh tickets to show evidence that the weight was considerably greater than allowed in the estimate.

With regard to the broken step, you broke it, you should pay for its repair.  Hiding behind the phrase that I cannot "Prove" that Father & Sons movers is pathetic.  I wish that I had withheld the $200.00 cash tip which I gave the two men who effected this move until the driver/lead man had signed the letter which I had prepared admitting that the step was broken during the moving of the baby grand piano.


 

 

Business Response: As previously stated, on the previous responses concerning the property damage that the customer stated about the repair of the stairs, he was sent a denial letter via email and it clearly stated: please note that in order for us to be able to offer
compensation for the property damage being claimed by the customer we would need proof in writing that this damage was actually caused by the movers.  Please understand these damages could have been there prior to the relocation. Furthermore the customer signed the inventory list stating all items were received in good condition and no other complaints were noted upon delivery. If the customer  has any the evidence supporting this statement, the customer needs to submit the information to our claims office for the re-evaluation of his claim. Now to address the customer concerns about the additional charges, the contract was clear and all terms and conditions were agreed upon, therefore all of the charges are valid and no refund is due.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

"Proving" that employees of Father & Son Movers caused the step to be broken is pretty near impossible.  Short of getting an employee to sign such a statement, which I attempted to do, your request is impossible.  I have sent a letter documenting the chronology in the event, and the attempt to get a signed statement.  I also sent a letter providing an affadavit by three witnesses of the event when the step was broken to your claims office.  I am quite impressed with the lenghts which your organization has taken to avoid paying a legitimate claim.

 

 

BBB's Final Determination: Business agreed to informal dispute settlement but the consumer declined.

4/4/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Complaint number *******.  When I went to respond to the response from Father and Son Relocation Inc., I apparently clicked on the wrong button because I absolutely do not agree with the response they gave you.  Whoever responded to your inquiry is not telling the truth. At one point in the discussion I had with various people in the office about my lost furniture, sheets and cushion, my phone call was picked up by ********, one of the workers in the office. She stated at some point in the conversation - They told you about full value insurance didn't they?  I said no **** never told me about it; and she responded, "Well, it was in the written document you signed."I then said to her,
 "If he had told me about full value insurance I would have looked into it."

Desired Settlement: I gave you this in our original correspondence.

Business Response: This is response to the consumer’s allegations concerning the full value insurance.  Unfortunately,like previously stated on the response for the complaint that customer had against us complaint id#8950845 which this particular complaint was closed as  resolved, and where we responded accurately based on the terms and conditions and the signed contract. The consumer acknowledged and agreed to all terms and conditions upon relocation. In concerns to the assigned case #*********** this case
is currently in the processing stage at the claims analyst department as of 2-21-2012 a letter of confirmation was sent to the consumer advising her on the time for processing which it can take up to 90 days. In conclusion all terms and conditions were acknowledged and agreed upon by the consumer, the claim is currently up and running being evaluated at the claims analyst department for processing.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/17/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved two rooms of furniture from Cranston, R.I. to ******, FL. The furniture was picked up on 1/27/12. There were 8 pieces of living room furniture, five pieces of bedroom furniture (two bureaus), a plastic two drawer bin, an art table, a rocker, a brass lamp, four sets of new sheets, a bicycle, a small TV, and a bistro table with two chairs. Out of 8 living room pieces, 3 were not delivered - a Pottery Barn end table (22 X 20), a 36 inch corner double shelve TV stand with glass doors, and a brass floor lamp. The rocker was broken (a rung was stapped off and one rocker was loosened and out of place), The cushion on the seat of the rocker is missing. The two bookcase corners were scratched and both tops gouged, the art table leg was bent so badly it is not usable, the four sets of twin sheets (which were new) are missing, and a *Word Rejected*was missing from one of the bureaus. Als o delivered with my furniture was an obscene 36 X 35 inch print of a naked woman's buttocks and legs. She is in very high heels and a very sheer short neg. (sp?) When I called the moving company for the fourth or fifth time, I was told to hold onto this print. I said I was uncomfortable with it in my house but was told if the moving men returned, they would pick it up. It is still here five weeks later. My experience with this company was deplorable. They arrived four hours later than the window they gave me, were very clumbsy when moving the furniture out of the house, had it all out on the street for over an hour, and when they delivered it in Florida, my daughter-in-law was there to receive it. She kept asking them if they had everything and they kept saying yes but apparently did not check their list to be sure.

Desired Settlement: I want my furniture and floor lamp as well as the four sets of new sheets back. I also want them to replace the broken rocker and the art table. They never informed me that I could have purchased full value insurance beforehand and when I told them that, they said it was in the fine print. Claims offers 6 cents per pound for the furniture but the man that estimated the weight never saw my furniture. He did it from his office in MA. My end table was a pottery barn table that costs $400. The TV stand was valued at $250. The lamp was $100. I do not know the current value of the art table, but it is unfixable. It needs to be replaced. Initially when I faxed my personal information to this business, they claimed they never got it. However, I faxed it from a business that does that. They traced it and said it was recieved. I had to fax it again at my own expense. And, they never sufficiently explained how the balance was to be paid. The movers wanted cash. I had to call the company and explain again to them that I would not be present when the furniture was delivered and pay in full in advance of delivery. People in this business are very disorganized.

Business Response: The customer chose the carrier liability insurance base on .60 per pound per article. The additional insurance was not only offered and displayed with an option to buy on the estimate- prior to the relocation and the contract- during pick up. The customer never expressed any interest in buying the additional insurance. We just received the claim forms ready to be evaluated form the customer on 2/21/2012. We sent a letter of acknowledgement to the customer the same day. The claim is being processed. The processing time can take up to 90 days as the law states. We will try to expedite the case.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

3/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Several things were missing from our items to be moved: towels, sheets, the back of a shower curtain, all the cutlery and silverware, skirts, knick knacks. The owner of the truck almost left our Christmas tree but I put it with the items on the lawn. They insisted there were things they weren't supposed to move even though these were agreed upon with the "broker", who never identified themselves to us as brokers.

Desired Settlement: I would like either a refund equivalent of the items missing, about $200.00. Or I would like the items back.

Business Response: This response is to address the customers concerns regarding her missing items, the customer need to contact the claims office at the following phone number: 954-317-2448, after the customer contacts the claims office the pertinent department will send the customer claim forms which she will need in order for the claims department to process the customers claim effectively. The customer will be able to contact them directly to receive status of her claim at 954-317-2448. The claim forms will be sent to: **********@aol.com. The Claims Adjusting Firm has their contact information on the forms; to make it easier for the customer to contact them directly. I can assure you they will take your claim seriously and offer compensation if
compensation is due.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/22/2012 Problems with Product/Service | Complaint Details Unavailable
1/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I orignially contacted neighbors moving services in Florida which was the only company i dealt with as far as this move and whom i signed a contract with. I am a military retiree my job in the military was supply and logistics and i have moved more times than i can count with the same items. The company neighbors made a point to always over estimate until the final weigh time and the price would be deducted later. ON the day of the move Fater and Sons movers showed up and the driver immediately introduced himself and said he would like to do a walkthrough and after walking through declared that he has done a visually weight inspection and declared that the over estimate was correct and because he had done so now she needed to sign off on a form that he produced. He demanded that she sign the form and make it a binding contract on his visual inspection of the weight and on his incredible vision he could see that it was over 9,000 pounds of weight. He wasnt even going to weigh the truck prior to loading and driving off. He argued with her until she called me again to explain what was going on and called the original company again which was strange as they were the ones supposed to be moving me in the first place. My wife is former military Supply as well and knows the system as well. He tried to wear her down by flat out arguing with her about the weight and the forms that she "must" sign making his new estimate supercede the contract and the atcual weight of the property. He ever went as far as to try to intimidate her by saying he knows what he is talking about and if he has to weigh it we will have to pay more and the contract would be void and open us up to new charges. My wife still refused so he continued to argue that he is just trying to help us out because he is the expert. The form he tried to get her to sign as binding would have allowed him to drive off without a true weight just an estmate and declare it as the weight waving the mandatory weighing of the truck. We argued till almost 330pm until he finally left to go weigh the truck without our weight on it. They didnt come back until after 5pm to start loading mind you this a 3 bedroom house with a basement. We already prepacked everything for them. This was just the beginning we now had to scramble to find new childcare and totally reorg our day as this should have been a simple 2 hour max job. They showed up at 5pm to finally start they were very good at getting the truck loaded up and quickly and they seemed to have a new better attitude about everything. My wife signed the standard documents showing what was going the bill of lading but signed the form as nonbinding as to his new visual estimate that made the animosity return how she signed the form. We told the driver how much weight we moved there with and he said there was no way that it could have been that low. The max weight i had ever moved with even on the last military move was under 7,000 pds and called us a liar and that he could visually see that it was more and that the military movers didnt know what they were doing. Seriously??? Prior to them getting there we had sold our entire master bedroom set so there was nothing to ship from there we sold nearly half of our house and trashed what ever we could to get rid of any excess weight. on top of that we nearly emtied our garage out so they diddnt take that either. He kept trying to persist and ware us down to change the box we signed to say his visual inspection is binding as the new weight to no avail. After they had gone to weigh the truck again we were supposed to get a copy of the form which we didnt we got a phone call saying that our weight was 7,900 pounds and that was it. Where was the proof of this? You seriously want me to believe you after you practically refused to weigh the truck in the first place and tried to get us to sign a form to get you out of it in the first place? When the truck finally arrived in Orlando which was a surprise to the company i booked it through as they had no idea that the truck had even left or had done anything they were supposed to do. The driver calls me up and says i owe his company another 3700 dollars for their fees! What was the $1700 dollars i had already paid for then?? We went back and forth and then i called the moving company and they suddenly changed their tune to say they only find the movers to do the jobs and what we paid them was their fees alone and that we needed to pay the company what we owed them. What!!@ I refused to pay them something that was not explained to me in the first place and their dispatcher from Father and sons called me at work to say that if i didnt pay them their money they would take my shipment back to Mass and charge me double to get it back. Enough was enough i started calling lawyers and told them so. They still tried to get me pay them and each company is blaming the other one i am fighting the other company here in Florida to get my money back for basically lying to me and deceptive services. I was called again and threatened by father and sons that if i dont pay then they are going to charge me $650 for every day that the shipment sits on their truck and they were going to ship it back to Mass as well and charge me storage fees. I never gave my permission to remove and ship my goods back to Mass. My family and i have been traumatized enough and i want my money back and i want my goods out of their possesion.

Desired Settlement: I want my property back in my possession with nothing missing so that i could put it in storage myself and never ever deal with them again. I want my money back and all fees dropped.

Business Response: We are sorry that you
received service that prompted you to contact us with a complaint, and we
regret any inconvenience or frustration that your experience has caused you. In
order for us to address the points of your complaint, we need specific
reference information regarding the move: a job number or an order number to
help us locate your file in our system. We have tried locating the file using
different search methods like, phone number, email address and last name but
have not been able to locate the file. We would like to know if this gentleman
is filing this complaint on behalf of 
someone else and is that is the case we need to know. Once we have the
requested information we will be able to assist you further. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/11/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i am moving to florida on dec 19. i contracted this company for a quote on moving to storage for one month and then to pompano bch florida. i was quoted an estimate of $531 for the mass part and 854.00 for the floridea part of the move. when the men came to my house, they asked what i was quoted and i told them $531.00 we did have more than 55 boxes --we had 80 so i assumed that would be a bit more but they charged me 700 more!! i was told that it would have to be in cash and was not informed until they had all of my things on their truck. i was told that the entire mve wouldn't cost more than 1700 and yet i gave them 1200 and they took another 213.00 towards the florida part so i assumed that i would owe them 300 more but when i called there today i was informed it would cost me another $854---these people lie and overcharged me--they gauged me for the entire move. i feel that the $1400 they already have from me is more than enough--they also charged me $150 for storage yet i saw on their truck STORAGE IS FREE! i have to move on the 19th to florida dn can't afford another 854 since giving them 900 more than i was quoted depleted my budget--PLEASE PLEASE HELP ME!!!!!!!!!!!!!!!!!!!!! I AM ON A FIXED INCOME AND NEED A RESOLUTION BEFORE I GO TO FLORIDA. i have tried the attorney general and many others who couldn't help me!!! CAN YOU PLEASE? I HAVE A HUSBAND WITH A BAD HEART CONDITION AND I JUST CAN'T AFFORD ANYMORE AND I FEEL "RAPED" BY THESE PEOPLE I SPOKE WITH *******************. I AM BESIDE MYSELF AND HAVE SINCE READ NUMEROUS COMPLAINTS ABOUT THE DECEPTIVE PRACTICES OF THIS COMPANY!!! HELP--WE ARE IN DIRE STRAITS HERE AND THERE WILL BE NO XMAS FOR US SINCE THEY WON'T RELEASE AND SEND OUR FURNITURE ETC WITHOUT PAYING ANOTHER 854.00

Desired Settlement: JUST DELIVER OUR THINGS TO FLORIDa for no more than 300 more!

Business Response:
We aresorry that you received service that prompted you to contact us with a
complaint, and we regret any inconvenience or frustration that your experience
has caused you. We would like to inform the BBB that we could not execute this
move. We attempted to work with them and meet them in the middle, but they
refuse our help.   This customer was provided a refund of their deposit back: $213.72. We also waived $150.00 of storage fees and labor charges
of $150.00. The customer placed a complaint with the attorney general and when
we contacted this government agency they told us that the customer is being
irrational on her request for pricing to do a move from MA to FL. No other
refund is due at this point.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On July 1st 2011 we received our shipment from Father & Son Moving & Storage. They presented us with paperwork to sign upon their arrival that stated that the shipment appeared to be in overall good condition. We are not sure if this was the Bill of Lading or not. We requested to see the shipment and the movers grudgingly agreed, putting the paper work away and not bringing it out again. Upon opening the doors we realized that the entire shipment was soaking wet and full of mold and mildew. We also refused to sign the inventory list since out shipment was so obviously damaged. At 2am, when the movers were still unpacking, one of the movers decided that it was too hard to keep bringing our boxes into the house, as we were promised, and started screaming and swearing at us. He quickly removed a few more of our boxes out of the truck (leaving several of our boxes on the truck) and left. Because of this unprofessionalism we did not receive 1) A copy of the Bill of Lading 2) a copy of the heavy weight ticket. In the months since we have been fighting with Father & Son Moving & Storage to get this documentation. We did attempt arbitration, but our claim was denied. Part of the reason was that we had signed inventory list, which we did not sign at destination. The Bill of Lading was required by the Claims Adjusting Firm to file this claim, which Father and Son faxed to them. However, we have yet to see this document despite our requests for it. We fear that our signatures were forged on both the inventory list and the Bill of Lading. As Father and Son have ignored requests from both my wife and myself, and the Moving and Storage Association this suspicion seems more and more likely. We also do not believe that our shipment weighed the 11,200 lbs as was claimed by Father & Son Moving & Storage. They have claimed that the heavy weight ticket is lost so we cannot confirm if their claim is true or not.

Desired Settlement: We need both the Bill of Lading, an itemized invoice and the Heavy Weight Ticket provided to us.

Business Response:
We are sorry that you received service that prompted
you to contact us with a complaint, and we regret any inconvenience or
frustration that your experience has caused you. To ensure that our staff
conducts itself in a manner that reflects the high regard that we have for our
customers, we've notified the proper department of your complaint. We would
like to inform the BBB that this customer signed the carrier liability insurance
at 0.60 cent per pound, based on this terms and conditions we have processed
this customer‘s claims. We have enclosed the settlement offer for your review.

As far as the weight of the relocation is concern, we provided this customer a revised estimate, which they agreed
upon.  See copy enclosed for your review.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

Just really quickly, a response to this statement:

"As far as the weight of the relocation is concern, we provided this customer a revised estimate, which they agreed upon.  See copy enclosed for your review."

The revised estimate was "non-binding" as the BBB will see on the document that the Father & Sons Moving & Storage submitted. It was explained to me before I signed it that it was intended to provide a  maximum amount that we would be expected to pay. The mover based the estimate on the absolute most weight he thought we could possibly have. Initially, I refused to sign that revised estimate because I knew it was far above the actual weight of the goods. We moved ourselves just 1 year prior to this move from an 1800 square foot house to an 1100 square foot apartment. We had under just 9000 lbs at that time, and we got rid of quite a few items that did not fit in the new appartment. Father & Sons Moving & Storage claims that they moved 11200 lbs but have failed to provide a weigh ticket supporting their claim.

Through the entire process from initial contact, to our last contact with the dispatcher, we made it very clear that we required heavy and light weigh tickets in order to make our move claim with the US Military. They repeatedly told us that this would not be a problem, but have failed to provide us with the heavy weigh ticket despite repeated requests.

Regards,

**** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/17/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing to your directly as I am to believe that you are the president of Father & Son Moving of ******* **, motor carrier #******. I hired your company to facilitate a move of my household goods and furniture from ***** ** to **** ***** **. This letter also services to request a full refund of my money based on both costs incurred and overall customer service experience. The total amount requested is $1807.50. my desired move in date was July 1, 2011. My issues with your company started when you failed to show up on my scheduled pick up date of June 26, 2011. I was not even called to be informed my pick up date was being moved to three days later. My furniture and good were delivered 20 days after my originally requested date. in addition, I had to reserve a hotel room for 2 nights to accommodate the tardiness of your company. finally, your company failed to move my $800+ love seat from my house, which I will now have to replace. I had offered your company every opportunity to make things right and I was ignored multiple times. the level of customer service exhibited was deplorable. Your company got my money; however, I did not get the service I paid for. in addition, I had to pay out of pocket for expenses because of your company. this is why I am requesting a full refund of $1807.50. Based on the hotel costs of $184.42, a love seat that I will have to replace costing $829.95 and the amount of time and aggravation that I went through, I think that you will agree that this is more than fair. Provided with this letter is: -a breakdown of the course of events. –copies of my bank statements reflecting both my deposit and hotel charges. –a receipt for my love seat showing to cost. –a receipt for my love seat showing to cost. –every email to/from your company. –a read receipt from your personal email showing that my email was read. You will notice that multiple business and consumer affiliates are copied on this letter. as of today, I am not satisfied as a consumer with the service provided.

Desired Settlement: if given a full refund, I will be satisfied and I will mail a retraction to the aforementioned correspondence. If not, then I will notify the parties as such on July 29, 2011 with a follow up letter making a formal complain about your company. please contact ma at ************ or feel free to email me at ************************.

Business Response: We will like to start by apologizing for any inconvenience and frustrations that the customer might have experienced. We understand the customer is upset, but we do want to clarify no refund is due in this case. The reason why no refund is due is because in the customer’s estimate [provided to the customer prior to the relocation] the customer understood that the pickup date was set for 6/26/2011. Please look at the signed documentation showing the pickup date was indeed on 6/29/2011. Furthermore the customer requested a delivery date of 7/28/2011 and this request was granted as well. [Please review the contract attached]. The relocation, fuel and transit charges for this customer were for $1807.50. All charges were explained prior to the pickup. All documents were signed agreeing to all cost. As far as the loveseat that is damaged. We sent the customer claim forms to fill out and send back to us for compensation evaluation. The claim forms were sent to************************. Please have the customer call us directly for further assistance; he can reach us a t ###-###-####.    

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. I do not believe that the response addresses any of my concerns other than the love seat that was abandoned.  My other issues with this company revolve around the fact that they did not show up nor notifying me on June 26th.  I had to settle with a pick-up date three days later, which required me to put my father up in a hotel so that someone was available that morning.  They failed to show up by 11:00 AM and in fact arrived late at night.  Again, I had to put my father up in a hotel to accomodate their tardiness.  I didn't get my delivery until the 18th of July, which was 3 or 4 days after our contract.  I will be completing their claim form for the love seat; however, I am apprehensive that the claim will go through because the form asks for an inventory number.  The love seat was never assigned one because it was not loaded on to the truck.  Regardless, I will follow this process.  That will only satisfy roughly $825 of the charges that I had to pay as a result to doing business with this company.  Please let me know if you have any questions.  Regards, ******* ******    

Business Response: We are sorry the you received service that prompted you to contact us with a complaint and we regret any inconvenience or frustration that your experience has caused you. to ensure that our staff conducts itself in a manner that reflects the high regard that we have for out customers, we’ve notified the proper department of your complaint. we would like to inform the BBB that this customer has been sent claim forms back in 9/12/2011; we never received any response back from the consumer Regardless, we will re-send another copy to the customer and to the BBB. please fill it out and submit ti back to our claims department for processing. the claims adjusting firm has their contact information on the forms; to make it easier for you to contact them directly. I  can assure you they will take your claim seriously and offer compensation if compensation is due.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ****** (the driver) shows up in basketball type silky shorts and beach flip flops and t shirt and neither of the other 2 movers has on any type of uniform. I could even understand just a t-shirt that had your company’s name on it. so I was referred to your company by a friend who used your services in March of this year. Virginia to RI. no issues on her part. I was researching way to get my son’s furniture from Orlando FL to RI as he was finishing school. While I was in FL, I drove to the office listed on the website in Orlando, no one is there so I call the 800# for Neighbors moving and storage. I spoke to ******* ******. He explained how it works and I went over the items being sent. Then I happen to ask if by change the company transports motorcycles. He said yes. He then put me on hold, found an amount and I agreed to the amount. all was entered on a quote sheet which he email to me and asked I sign within 24 hours. I printed the papers, signed, added two smaller items I forgot and faxed to Mike per his request, right away to lock in the quote. I keep up email correspondence with him and a few times called to verify something. I also asked by chance do they do weekend moves and he advised me yes with no extra charge. the possible dates were May 21-22 and a specific day and 3 hour window would be given to **** 48 hours before. On Tues May 17th, neither **** or me had any info but I knew it wasn’t 48 hours before. I did call **** ****** to verify the 48 hours. that evening someone called **** to say it would be either Saturday or Sunday. Then the driver, ****** called and said they would be there Saturday 21st with a window of noon-2 pm. on Friday, May 20, ****** called **** at 9pm to advise him that they would not be able to make it on Saturday. Now mind you **** had plans with a friend for a mechanic job for a customer on Sunday and it was worked out when the movers decided to come. I called ****** back myself and I got some song and dance, they couldn’t make it. I said well, it’s not fair to my son and ****** insisted he was given notice. On my notice, I don’t think so. in any event, my son was ready to cancel but I knew that you would probably keep my deposit for some reason, never knowing I would be ripped off in the end of this move. In hindsight, the loss of $300+ would have been less than the $750 I lost due to non-communication and surprise you owe more. Next, ****** and his 18-wheeler came to the apartment complex where my son’s items were. At no point in my conversation with **** ****** did he mention an 18 wheeler or if it would fit in the apartment complex. I told him upfront my son was in a gated apartment complex and I was in a condo unit. I nor my son are professional movers as we had no idea what was meant by 18 wheeler. Right then ******, the driver and truck told **** there would be a shuttle charge of $300 and that there was an additional fee of $150 for the motorcycle. At no point did ******* ****** mention that fee? I thought the weight was all that was on the quote. And so they parked the truck in a parking lot and dis-engaged the cab and shuttled the furniture out of apartment. In my quoted sheet the delivery dates had started for May 30th for the whole week and I was told I would get a heads up notice with window of delivery. On Wed at 9 pm, ****** called and said he would be delivering the shipment in the morning. I asked what time and he said 7-8 am. Well, why wasn’t given notice? I had to know exactly how much to have for the bank check and guess what my bank is not open from 7-8 am, in fact not until 9 am so he added the $300 shuttle amount and the $150 bulky item (bike) to the amount of the bank check. so I went to my bank and got the bank check including all additional charges. ****** and his 2 helpers were there around 9:15 am or so and parked in the street since he could not get into my complex. I asked why he could not back in and he gave me some story of he had been driving for 20+ years and he knows it will not go in there and he could damage his truck or the area around the complex. He suggested he could drop the stuff at a storage unit. I had a unit already for the items but it also is gated and there would be no way the truck would fit. Then of course I needed to pay an additional $300 for shuttling the items. I was beside myself and felt really like one of those people who were held hostage or at least my items would be. I went out to get the $300, dropped by a u-haul place and thought I could just rent the truck for a couple hours to shuttle the stuff and ****** would not have to un-lock his cab. Woo, I even paid for the u-haul. And guess what, brought it back and somehow, ****** got the truck backed into my complex area but not in front of my condo, but close to. the items were loaded into the u-haul all at once with only the two helpers brining in a small amount per the inventory which is another story. as you can tell by the inventory, it was not a lot of items. I noticed ****’s tv was missing, his bike and the 4th kitchen chair. I called **** in FL and asked if it was sent and **** said, they left it outside the door of the apartment. The morning of the 26th of May, I asked ****** for an inventory list. he kept saying ****, my son had it. why would he leave it with **** or why would the company not have a duplicate copy for the other end of the move to have. I watched as the items came through and since it was generally a small move, I saw the items but did not see the tv that they put in the truck nor the bike. Both items would be brought out later. I then was asked by ****** to sign an inventory received paper. I asked him for a copy and again he said **** had it. I insisted and he gave me the triplicate copy. We are missing inventory #204, 205, 212, 222 & 214. Sticker number214 which is actually on the coffee table so were are missing #215. I told ****** that I would check to see if a certain bridge would allow his truck to go over, saving him time to get to NH. He was gone after I made the call. Then, I went through the 2 rooms, living room and one bedroom were the only places the items were put. as I went through the items, each one had a moving sticker. I tried to match up stickers with number(s) on list. there were also hand written descriptions which many I did not understand. I also realized at one point the dish box which was heavy, because it had a 8 set of very nice dishes had handles and was not in either room. Then I asked **** about boxes and he said there should have been about 8. I had 3 medium and 1 wardrobe box and that’s all. I matched the stickers and numbers and saw I was missing some boxes. I call Nathan in the MA office and asked for him to contact ****** who was on his way up to NH for a delivery. I thought if he could get ****** to review the boxes that I believed to be still on the truck, we could figure out how to not have them go back to FL. Never heard back from ****** so called the next day and he said he should know on Monday when ****** has gone through the truck. as of now, I have not heard anything, (June 7th).

Desired Settlement: I am so upset. I request that the $150 for the bike be refunded as I was never told of that fee. I also request for the shuttle fee of $300 for each destination as I really believe that this was a set up. as I have said, I am not a professional mover and have no idea about sizes of trucks. So I believe $600 plus the bike fee of $150 should be reimbursed. I also believe that you need some sort of communication with your consultants and the drivers you contract. your own people need to know the idea of marketing in truth. when I say apartment, the consultant should ask everything about the entrance, lanes, parking etc. possibly you should hire a driver who owns a smaller truck that will fit in apartment size communities and not have your customers shocked when they are asked to pay another $300 for shuttling. Or maybe tell your potential customers up front. That would be their decision. Or maybe the customer’s themselves would/could shuttle their items to a drop off point and that still would be cheaper than paying your surprise fees. and of course the hostage feeling of someone who has your items. Please remedy this situation within 30 days. I have no idea what business I am actually dealing with. I was referred to and called Neighbors Moving and Storage and then somehow ended up with Father and Sons Moving and Storage. I have tried to obtain the name of the owner. I did as ******, the dispatcher in the Boston area but he would not give it t me. now that **** has returned to RI and looked through his shipment and now has realized that besides the box of 8 piece dish set, he is missing his school binders with all his notes from a $24,000 education. I urge you to research the loose of these items from the truck of ****** and suggest that you contact ****** and/or the two final deliveries of his truck on this trip up north

Business Response:

We are sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we have notified the proper department of your complaint.

We will also send you claim forms you will need in order for the claims department to process your claim effectively. You will be able to contact them directly to receive status of your claim at ************. The claim forms will be sent to: ********************. The Claims Adjusting Firm has their contact information on the forms; to make it easier for you to contact them directly. I can assure you they will take your claim seriously and offer compensation if compensation is due.

After further evaluation of your case and review of your contract, we will like to start to point out the reasons why the amount of your estimate changed from the total cost of the relocation, you elected to add additional items to the total relocation. Please look at the estimate provided to you prior to the relocation. All terms and conditions were agreed upon for this relocation. As far shuttle service, this charge was explained in details to you. You were not overcharged, the service was provided, the contract was clear and no refund is due.

Consumer Response:

Better Business Bureau:







I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[I do not understand why the business cannot coorespond with me directly. As you see I have more than amble documentation of what transpired.  I truly believe that compensation is due me as per the chronological order in which I 'purchased' the service and did not receive in good faith. Their hired driver put me in a financial bind as that was not what was paid for.  Thank you]

Regards,







**** ****** 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/2/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contacted this moving company for a quote. They gave me the best price on the phone. I asked **** the sales person if they could send somebody in person to make sure they gave me a good quote. **** said that would not be necessary. The sales person assured the price would not go up and promissed me 10% off of the bottom line. I was not able to be at my house for the movers. My friend stood by for me. They raised the weight of my move and charged an additional 1,500.00 +. On top of that, they did not give me the 10% off. I spoke with the driver ******* and asked why he raised my total weight. He could not give an answer and said his estimate was over by 100 lbs. **** who I originally signed a contract with, I called to speak with him; they told me **** no longer works there. It was just a week ago. I have the original contract which I signed. The original contract was for 4,044.15 + 727.95 for fuel, the new estimate was 4,876.30 + 975.26 for fuel. I don't know how they can charge so much for fuel. It does not make since. I asked the driver ******* why he changed the weight without weighing anything. He could not answer, asked about the discount ******* said I would have to call the company for that. I contacted the manager ***** twice leaving messages and he never called me back. Thank you for hearing my complaint and God bless you.

Desired Settlement: I would like to receive a refund for the extra money they charged after changing the weight to my move without contacting me for approval. I would like my 10% discount and an apology letter.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/2/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On April 18, 2011 I goggled moving companies. I completed a form online and the following day I received calls from at least six moving companies. The representative from ********* Moving and Storage seemed to be the most knowledgeable and could answer my questions. ******** (****) ****** ###-###-####. (What size boxes should I use, will I need mattress and box spring covers or does your company provide them. How do you determine the total price of the move? Since the price is based on the total weight of all items, I asked how they did that. **** said they weigh the truck when it is empty then weigh it again once your items were loaded. I asked if his company (*********) was going to do the move or were they just brokers? He said that ********* would do the actual move. He asked me for a list of the items that I was going to move. I told **** exactly what I planned to ship which he listed on an estimate and emailed it to me. I spoke to several other companies but **** seemed to have all the answers. The original estimate that I received from ********* used a weight of 3500 lbs. I asked **** how he arrived at 3500 lbs. He told me that the 3500 lbs. was just an estimate and that they always over estimated the weight. I corrected the list he sent because he left one chair off the list. The total estimated quote called for $1,610.70 and I would have to sign and fax the estimate back with a credit card number so they could charge a deposit of $402.68 to lock in the moving date of April, 28,2011. I signed and faxed the estimate and used a ****** **** **** in the amount of $402.68. I called **** 0n 4/25/11 to tell him that I wanted to add 25 small boxes. **** was not in so I was transferred to ****** at extension 118. She told me that the boxes wouldn’t be a problem. She said that the new estimated weight would be 4414 lbs. She also assured me that they over estimate the weight and that I would only be charged for the total weight. She did say that I had to send another deposit in for the additional weight in the amount of $561.40. ****** assured me that both deposits would be deducted from the total amount that I would be charged. I asked her about the total tariff fee and the 55.28% discount and why was my discount changed from 67.31 to 55.28. I asked about the 18% fuel charge of $405.21 and wanted to know what it was based on, 18% of what? She couldn’t answer my questions and said that it was the law and they didn’t have anything to do with that. I said that there is a new charge on the estimate a $300.00 binding charge. ****** said that the binding fee locks in my rate if I go over the 4414 lbs. I said I didn’t want the binding fee added because I believed the weight was less than 4414 lbs. She said it was the law and they had to charge the fee but anything I paid up front would be deducted from the final amount. I signed the new estimate and the credit card authorization for a total of $964.08. ****** said everything was set and the dispatcher would call me to tell me when the truck would arrive the following day. ****** the dispatcher called and told me the drivers name was **** and he would be calling me to tell me when he would be arriving on Thursday 4/28/11. **** called and said he would be at the house in **** ***** by 10:30 on 4/28/11. When **** didn’t arrive at 10:30 I called *********. I tried **** then ******, left messages for them to call me back. Then around 2 PM I got a call from ****** who told me that the driver **** quit that morning and they couldn’t get another truck here until the next morning. ****** said a truck was deadheading to **** ***** directly to my house from up north. **** ******* (###-###-####) a dispatcher called me Friday morning and said the truck would be there by 8 AM. The drivers name was **** (###-###-####) who called me at 7:55 and said he was held up and couldn’t get here until 10:30 AM. **** and ** arrived at 10:30 and said they had two stops before they could get to **** *****. They were driving a ********* Moving Truck but said they worked for Father and Son Relocation Services, Inc. The truck was empty but they said that they didn’t weight it because they would be unloading my furniture and loading it on one of their trucks. They also said the estimated weight was now 6500 lbs. I said how could that be when I didn’t add any additional items. They said don’t worry you will only pay for the amount of the total weight. What started out as $1,610.70, that went to $2,956.35 was now $3,386.11. I called on May 4, 2011 and spoke to the dispatcher ****** ###-###-#### to see when the furniture would be delivered. He assured me that it would be delivered on Friday 5/6/11 and that I would get a call from the driver **** 24 hours before to confirm the time. I didn’t get a call on Thursday from **** so I called ****** again at 9:25 on Friday. ****** said it could get here either Saturday or Sunday. The delivery was made in New Jersey on May 8, 2011 at 2:00 PM. The driver **** said I had to pay them in full before they would unload anything. I asked about weighing the truck they said they weighed it about 2 hours ago. I said I was supposed to be present both times they weigh the truck. They said they would weigh the truck after they unloaded the furniture. I asked the driver to read and sign something I wrote confirming what happened during the moving process and to confirm that I would get cash back after the weight was determined to be less than 6,500 lbs. The driver **** immediately called his boss and put me on the phone with him. *** or **** said his driver wouldn’t sign anything. That if I didn’t pay the full amount they would put my furniture into storage at my expense. I told him that I didn’t want to get screwed and that I wanted to know that if the total weight was less than 6,500 lbs. that I would get a cash refund. He said that I would get a cash refund of .49 cents per pound for every pound under 6,500. They were holding my furniture hostage, I felt like I had no other option but to pay the driver. I gave him a Treasures check #****** in the amount of $1,992.00 plus $436.00 in cash. Once the furniture was unloaded I drove to ********, NJ where they weighed the truck. It weighed 28,800 lbs. the driver said they weighed the truck about 2 hours before they got to my house and didn’t make another stop. The trucks fuel tanks should have been filled to the top and they weren’t. The truck weighed 33,760 lbs. according to the driver when my furniture was on the truck. The difference in weight was 4,960 lbs. I was charged for 6,500 lbs. that was 1,540 more that I should have been charged. At .49 cents per pound equaled $754.60. That was the amount that I was to get a refund for. When the driver came out of the weight station he went to his truck and called his boss. About 10 minutes later he came out and said lets go over to the truck to talk about the bill. He said you might want to talk to my boss. I said I already talked to him about the weight why does he want to talk to me now. The driver said because this is the total amount of your bill. It was for $3,386.11. I already paid a deposit for 964.08 plus a treasures check for 1,992.00 plus $436.00 in cash which totals $3,392.08. I said how could that be since the furniture weighed 1,540 less. I said that’s crazy I’m calling the cops. I called the ****** state troopers and spoke to a trooper who said it was a legal issue that could be settled by the courts. When I unpacked the boxes several items were broken because they were not professional.

Desired Settlement: Since the price to move my household items was based on weight and the estimated weight was set at 6,500 lbs. (without weighing as outlined in the moving guide supplied by the U.S. Department of Transportation) after payment was made $3392.08, more than twice the original binding quote. I was promised by *** or **** who the driver said was his boss that I would get a refund at .49 per pound for every pound under 6,500 that was estimated. They would not unload anything until I paid them. $1,992.00 in a Treasurer's check and $436.00 in cash. After my belongings were unloaded I accompanied the moving truck to a scale and the actual weight was 4,960. I was over charged for 1,540 pounds. 1,540 times .49 equals $754.60 that I should have been refunded. After weighing the truck the driver called **** and then told me that the amount I paid was the correct amount and I wouldn't get a refund. They lied!!! The amount I finally paid was $1,781.38 more than the original binding quote that I received from ********* ****** **. The two companies seem to be using a bait and switch con where one company quotes a low price the consumer books the move and the original co. says they can't complete the move then they send another company to move you because they know they have you over a barrel and the other company charges you more that double then lies about the price being decided by the weight of the items you move. They hold you hostage because they have your belongings on their truck and they will not unload anything until they get paid in full. They should not be allowed to do business as they misrepresent themselves. When I called to complain they put you on hold for long periods of time and transfer you back and forth and nobody will talk to you about your complaint. They are scam artists.

BBB's Final Determination: The parties could not provide sufficient information to support their positions nor were they were agreeable to make reasonable efforts toward resolving the issues of the dispute.

12/1/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We feel as though we have been lied to, misled and when your company realized the missed SCHEDULED WEEKEND DELIVERY gave us the run around to cover up for lack of communication and/or customer serivce. At no time were we the customers the priority or even considered as to putting our friends and family out and household. We are now just expected to wait until Thurday A WEEKDAY to hope they show up..with no help on a work day from our friends or family to help the flights of stairs and lost pay to miss work. The least your company could have done was APOLOGIZE and offer to cover the cost of the stairs with no additonal cost to 3rd floor since our WEEKEND help is no longer available. I also lost the steam cleaner sunday night I had on loan and will now need to rent one (more cost to us) and lose time from work for one or both of us (more lost money) I dont see how its professional or acceptable to try and back now and say your had until the 27th CLEARLY NOT A WEEKEND DAY AS REQUESTED AND CONFIRMED DELIVERY DATE. Without offering to help fix the mess of problems and inconvience to my household, family and friends. All of whom along with co-workers are asking "who is this company? I would be livid? Dont recommend them to anyone?" clearly showing your customers dont seem to be the priority. Since not offered I will ask......Why werent we notified? Why is the company not accepting they missed a SCHEDULED WEEKEND DELIVERY and aceepting fault? Are you going to offer the have delivery men bring all belongs up to our 3rd floor unit for FREE now since we lost our WEEKEND help? Would you consider covering the cost of the steam cleaner we had for free sunday? Are you guys willing to do anything to try to make this major inconvience up to a customer or just tell us to suck it up and deal??? I expect to have a call from 8am-5pm in regards to this email to ***** ************ and after 5pm myself ************ though I may try to check in again on my lunch break. This was typed wednesday night and I saved it to send now I just talked to the operation manager of dipatch who first said our delivery will know be here by the 27th or 28th , I would get a call 24 hours ahead of time. I tried to confirm this is the final dates so I dont have to keep calling and going through this. To which he replied technically we have until the 31st per your contract 10 business days. I asked if the calls are recorded he said YES..I than asked him to ull the recordings because when ******** put *** on the phone when i asked for a supervisor on the 24th he yelled at me and just before hanging up on me said "WE HAVE UNTIL THE 27th PER YOUR CONTRACT " and hung up as stated in above ..I advised him when i set this up with *** ***** and I have emails I asked for a WEEKEND DELIVERY" which under the section of 1-10 business days also says ""although deliveries may be made on the weekend." I asked *** if this would include the 1-10 day window because I would like it on Sunday the 23rd. He said we can schedule pick up accordingly and emailed me back they could pick up the 17th in fort myers florida. This operations manager would not listen to me said I was yelling at him when I explained again it echos because its empty in here I am frustrated and he wont listen to anything I'm saying ...FINALLY i explained the dates as this email states keep changing and why the weekend delivery than run around daily and us having to make all the calls to ger any answers would upset me, he said he had nothing more to say to me. I advised him I will contact the BBB he said than he can answer them and has no reason to talk to me. This man as well as Tim were rude, yelled at me, continually changed their dates "per the contract" several time to fit the needs of the broken truck and I would like all recorded calls pulled as stated by him they are recorded. I will email the BBB in MA & FL where states are invovled as well as *** ***** who set this up and your company. This type of service is unacceptable and should not be tolerated. You cannot change the terms of your contract as you see fit or set up a delievery on a specified weekend arrangment than change it because the company had a mechanical issue. VERY UNHAPPY CUSTOMERS******** * ***** ********** I also have time stamped updates on facebook of the daily activity since expected 23rd delivery and set up emails with ***.

Desired Settlement: I would like all emails read and recorded calls pull to confirm-than we would like our home deliveried ASAP as we are sleeping on a floor still. Since already wasting 7 of our friends and families day and time the 23rd I would like the flights of stairs fee waived and the movers to delvier to our 3rd floor unit with no additonal cost. I would also like the cost of a 2 day rental for a steam cleaner for my couch I had for free on sunday.

Business Response:
We are sorry that you received service that prompted
you to contact us with a complaint, and we regret any inconvenience or
frustration that your experience has caused you. To ensure that our staff
conducts itself in a manner that reflects the high regard that we have for our
customers, we've notified the proper department of your complaint. The customer
was delivered; we are gathering all the contractual paperwork in order to
respond in details to your concerns.

We will like to inform the BBB that we have sent
claim forms to this customer To: ****************  back in Friday, Fri 10/28/2011 11:28 AM

The customer has to fill the claims forms out and
send them back to the claims department for processing.  You will be able to contact the claims
department directly to receive status of your claim at ************* The Claims
Adjusting Firm has their contact information on the forms; to make it easier
for you to contact them directly. I can assure you they will take your claim
seriously and offer compensation if compensation is due.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does NOT satisfy my issues and/or concerns in reference to complaint #*******.  No where on that claims form does it offer for me to check that the delivery was late, no contact was voluntarliy made by the company to inform us, keep us informed of the whereabouts of our household goods. We had to make every call and get the run around and manager/directors changed what they claimed the said on our previous call to suit their needs when it continued to not work out as they planned. We even had to take phones out to call the Londonderry Police Department when the truck was here due to the lies from the company and instructions to drivers when they FINALLY got here. We are compiling our paperwork for pain and suffering as it seems this is a slap on the writing and nothing more than paperwork for them. My family and most of all childrens daily living was affected and added to that was a snow storm and power outage we had to endure an empty cold house when we should have had bed, bedding, furniture not cold floors.

 

this email im attaching below clearly states the date our items should have been delivered and that WE the customer did not pick a pick up date the company picked it based on their schedules in order to deliver our household on the WEEKEND SUNDAY REQUESTED DELIVERY DATE OF OCTOBER 23rd ...there is no question-see below so in fact they were not only 2 days late .........

 

*** ****************************** ******
We would probably like to load up on the 17th in Ft. Myers. I will send you the paperwork for you to print . Sign on the bottom of the estimate , inventory pages - sign and date the terms and conditions page and fill out the credit / debit card authorization page and scan or email them back to me this afternoon. Thanks, *** *****

-----Original Message-----
***** ************************ ********************************* ***** ******* ********* *** **** **** ** *** *** ******** *** **** ****
Hi

I can give deposit this afteroon...for drop off sunday oct 23rd. Building I  capital hill drive londonderry nh 03053. I need to know day for my dad (tim donegan) to be at our ft. myers storage for pick up. Is this all ok? If so will call after work after lunch time.

Thanks
******** **** **** ** ** *****

 

In addition to this on my contract i added under my signature that i was accepting as discusses for delivery on SUNDAY OCTOBER 23rd to agree with the email I have on file, I also have the original copy of this faxed contract.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/22/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: F & S Moving & Storage picked up our household goods for a move from Chelmsford, Ma to Sarasota, FL on 8/19/2011. Just prior to delivery on 8/25/2011 the driver called from his truck and demanded the final balance to be in cash. After several calls to F&S in Billerica, MA the payment method was resolved by VISA as agreed in the contract agreement. Household goods were delivered to a storage unit in Sarasota, FL. On the following day we realized several items were missing, among which included a SAFE. After numerous calls spread over a 2 week period, the SAFE along with a toolbox and ladder was delivered by private vehicle to the storage unit. It was promised that the remaining items would be delivered on the follwing evening. Nver happened. Several items still missing.

Desired Settlement: We want our missing items delivered to Bee Ridge Self Storage per our contractual agreement. We have now been waiting 5 weeks and they do not respond to calls or letters. Our full payment to F&S Moving and Storage totalled $4,880.15.

Business Response:
We are sorry that you received service that prompted you to contact us with a complaint, and we regret any
inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that
we have for our customers, we've notified the proper department of your complaint.

We will also send you claim forms you will need in order for the claims
department to process your claim effectively. You will be able to contact them
directly to receive status of your claim at ************* The claim forms will
be sent to: *******************The
Claims Adjusting Firm has their contact information on the forms; to make it
easier for you to contact them directly. I can assure you they will take your
claim seriously and offer compensation if compensation is due. There
was no wrong doing in our part, all charges were agreed upon.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/20/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company was hired by Neighborhood Moving and Storage ,I signed the original contract with the first company, when the move took place june 6th they hired Father & Sons to do the move. They arrive at my plave now in *********,** on June 10th after 9pm. The moved my things within 2 1/2 hours. It took me almost 6-7 more days to unpack my boxes. I stated to the driver about the first damage to one of my leather couches right away. even stated on the contract. Then a few day later on the 16th I had my brother moving my big couches which is on carpeted floors and the other 2 leather couches at the bottom were torn all around it look like they drug them on the cement outside. You would never see this if they were not physically lifted off the ground. I filed the claim June 16th. I went back and forth with their claim firm finally settled July 27th. Today is Sept 13th. I still have not received the payment and I am getting a story every week. It states they have 20-30s to pay on the agreement. I am planning to take legal actions. All I can say please do not use them if you need a moving company very bad business practicees.

Desired Settlement: I want to get paid my settlement with interest.

Business Response: We are sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. We would like to notify the BBB that this customer was sent a check September 12th; the check got returned back to us because of insufficient address. We went ahead and issue a new one. We gave her a call to update her. Customer received the new check and it has been cashed. Once again, we apologized for the inconvenience. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we have notified the proper department of your complaint.

Consumer Response: [I did receive the check ,I will never reccommend this company to anyone.
Please keep my complaint posted because people need to know they type of company they are dealing with before they decide to do business. It took 3 months and a complaint to get 210.00.


 Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/11/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Contracted moving company for June 28 move to ***. Company never showed up and never called to say why. we had to repeatedly call and were then told truck broke down. When we pressed them to send another, it came 1.5 days let and took our stuff. Was supposed to be delivered today first thing in morning. That became 3pm, and now we are being told they aren't sure when they will deliver it. VEry hard to get a person on the phone and when you do, they are dismissive and very rude not to mention downright dishonest.

Desired Settlement: Want our furniture delivered without what the many other negative reviews say is coming: late delivery, damaged property, extortion for more than the agreed upon price, etc. Would ultimately like to see them put out of business as this seems to be SOP for them, but would take a bed to sleep in!

Business Response:

We are sorry that you received service that prompted you to contact us with a complaint and we regret any inconvenience or frustration that your experience has caused you. we would like to explain to this customer that after reviewing all the pertinent contractual paperwork for this relocation, we clearly see that the relocation was delivered on the guaranteed date as you can see on the contract below. To ensure that our staff conducts itself in a manner that reflect the high regard  that we have for our customers, we have notified the proper department of your complaint.,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ****** *** *** ****** was contracted by both myself and my mother for my moves in July 2011. The movers were contracted for **** ******* **** ******** ** ******** *** ************* ** ********* Regarding the ******** to ******** Contract on July 6, 2011: the movers never showed up. I called multiple times earlier in the week, trying to determine their pickup time to no avail. Not even a response to my voicemails. On the day of the move, i could not get a hold of anyone until late in the afternoon. I was told immediately that the move wasn't scheduled for that day. Later i was told the truck scheduled broke down. No alternative methods to pick up were arranged by ****** *** *** and I was not notified that they weren't coming. I had to be subsequent arrangements costing: $1466.84. Also my mother's deposit of $256 was never refunded. The next move with ****** *** *** was scheduled for 11 July pick up in ************* and 14 July delivery to ********. This move cost over $4,000. On 6 July a sales rep from ****** *** *** stated i was scheduled and gave me a time of between 0800-5pm for pick up. On July 11, the movers did not show up. My mother called and was told the move wasn't schedule for pickup until 12 July. July 12 pickup went without issue - but this was already a day late, causing issues with the storage unit and delay of move-in to new home. I received a phone call stating the movers could not make the delivery date of 14 July and it would be delayed until 16 July. On 16 July i received a phone call saying the driver couldn't make it that night, they would deliever on 17 July at 0630 am. The movers finally arrived at 0800 on 17 July. These delays caused my parents to stay in ******** longer, assisting costing $240 extra in hotel costs. I was contracted to start work on 18 July since prior to making the contract with ****** *** *** and i notified them of this upon planning the move. This complaint does not begin to touch the anguish, frustration, and stress cause to a single mom, Army Reserve moving duty stations, with her Son. In total ****** *** *** cost us over $1962 due to their lack of scheduling and planning ability.

Desired Settlement: I would like to be compensated for 1. Full return of deposit: Missouri to Virginia 2. A percentage for the Massachusetts to Virginia move.

Business Response:

We are sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. Notice that we are gathering all the contractual paperwork for the relocation in order to provide you a proper response regarding this inconvenient.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I hired this company to move my household from *******, Ma to ********, Fl. They picked my things up on June 22 and I have not received my furniture, boxes, etc. The guys who packed the truck on the 22nd said it should get to ******** the next Monday, Tues, or Wed. Then after numerous calls, mostly me leaving messages since no one answers the phone, they told me they would deliver my things on July 5th. Then a few days later, they told me it would be on July 7th which is today- nothing. They had told me the truck had broken down and was in a car repair place in ************ since Friday June 24. A week later, July 1, they said it was still in ************ not knowing what was wrong with the truck. This week I have called every day at least twice and leave messages and rarely get a real person who says they will check into it. I am really afraid my things are stolen, lost, etc. I paid a down payment of $475.42 and was to have a cashiers check ready for the delivery of $1400 which I have. I want my things- I am tired of sleeping on the floor, etc. No one calls me back and I want to know where the truck is and when my things will be delivered. Also: I had prescription tranquilizers for my 2 cats for the plane ride to Florida. 11 pills were stolen by 1,2,or 3 of the guys who packed up the truck on June 22.

Desired Settlement: I want my household furniture, boxes, etc, asap- in good condition.

Business Response:

BBB sent complaint # ******* to your business 10 days ago and we have not received a response to the complaint.

This complaint was filed on 7/7/2011 ******* ** by ****** ******** .

Please see the signed settlement offer for the customer. The customer signed the offer $153.00.

 

Thank you for your time

 

cid:image001.png@01CBBBC2.806037B0,

 

***** ******

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

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

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

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

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am writing to outline the numerous disputes and complaints that I have regarding Father & Son Moving. I have never had a worse experience with a service provider in my life. Father & Son were to move my wife and me from **********, MA to ********, NY on July 3rd and deliver our belongings to our new apartment between the hours of 2pm & 4pm on July 7th. Additionally, and as part of the same move, my wife’s piano was going to be dropped off in ********* at my parent’s home. On the day of July 2nd, I received a call indicating that Father & Son would arrive on the 3rd between 9am & 12pm. Unfortunately, they did not show up, but instead telephoned me at 4:00pm to say that they weren’t coming—but would come first thing in the morning, 8:00am they said. I had told *** *****, the representative whom I dealt with at F&S repeatedly that we were planning to leave ********** on July 3rd, as my wife was starting a new job in New York on July 5th and we needed to get settled at my parents place beforehand. Hearing the news that the movers were coming now on the 4th was not good, but I hoped if they came first thing in the morning and worked quickly—we could get on the road by lunchtime. Alas, 10:00am rolled around, and the movers had still not arrived. I call the cell phone of one of the drivers, who said they had overslept and were on their way. This was a lie, as I would learn later from another mover on the truck, they were actually at another moving job, filling up the truck with other items—and had never intended to come to my house at 8:00am. Really, they had never intended to come on the 3rd either and they knew that all along. Instead, they arrived at around 3:00pm, at which point one of them walked around and looked at what was to be moved—and arbitrarily decided that it was more than had been estimated originally and more money would need to be charged. Then they finally began to load the truck, a process that took hours as they stopped regularly to take breaks, hang out and chat and then, despite our constantly saying to them that we needed to get going, as we had a long drive to New York, they asked if I could drive one of them to McDonalds so they could get some food. As the truck continued to be loaded, it was clear that the truck, which contained several people’s stuff on it, as it was a consolidated truck, was getting quite full. I told tell they were concerned about how everything was going to fit. I asked them about it, but they said they were not concerned. Finally, at around 8:00pm, it becomes clear to them that they will not be able to fit my wife’s piano on the truck as well as a few other pieces. They explain that what they intend to do is drive the truck to their lot in ******* and park it there overnight. On the morning the 5th, they will unload all of our items and put them on a smaller truck. They will then drive the smaller truck back to our home in ********** and pick up the piano and the few remaining items and drive everything down to New York in this smaller truck—saying, “This truck that we’re using now is too big to take into New York”. Since we had to lock up the house when we left for New York, what they wanted to do was to move the piano and the other items out on to the porch so that they could get to them easily the next day. What I didn’t know at the time was that this was also an enormous lie. They were about to set off, it was now 9:00pm on July 4th, with absolutely no intention of unloading the truck, getting a smaller truck and coming back for the piano. It was all made up. In fact, when I called the dispatcher the next day to follow up on how everything had gone—he actually laughed and said that they would never do that, of course that big truck can go into NYC, we do it all the time and “why on earth would we unload and then reload a truck?”—Stunning! The best part, from my perspective was later when I was told that it was my fault that the truck was too full “I kept giving them more stuff” and that if I wanted that piano and the other things moved, it would have to be a whole separate job. I was quoted $750.00 for that job and I was told that my other job was now going to cost over $700 more as well because it was more items than the original quote and therefore more weight. How it could possibly be more weight, when they weren’t taking the piano was beyond me and when I indicated that if they had come to me when they were supposed to, instead of filling up the truck with all these other jobs, there would have been plenty of room for the piano. I was told “listen, do you want you f__king stuff or don’t you?” Not knowing what to do at this point, I said “fine”. I was exhausted. My wife and I had gotten into New York at around 2:30am as a result of the movers and my poor wife had to start a new job that morning, with but a few hours of sleep. July 7th came, the building had given me a window of between 2pm and 4pm when the freight elevator would be allotted to me—which I had told *** and the movers numerous times. I headed down to ******** to be there early, thinking the drivers might wanted to start unloading so that when 2:00pm came around they would be ready to load the elevator. What a joke, they didn’t come early. 4:00 rolled around and I got a call saying they were still an hour away. They didn’t arrive until after 5:00pm. I had to get special permission from the building and pay the elevator guy $100 so that he would stay. As the stuff began to be unloaded, it was clear that no care whatsoever had been taken of our stuff. Every piece of furniture was scratched or dented. Several piece of our bed were broken off. The truck had developed a leak when it pulled out of our driveway in ********** and water damage had ruined the top of a table, stained a bench as well as our mattress, none of which had been wrapped. I was crushed and dispirited. It had all been so awful and now to see everything be treated so badly. I sent a note to *** ***** saying there had been extensive damage from the move—he sent me a note back, without an apology or any expression of concern and just gave me the extension for claims. I told him that in light of how poorly everything was treated, I couldn’t risk the piano being damaged, so to please cancel the piano move and credit me back for the entire amount of that move. He didn’t respond. I sent several more notes and still no response. I finally got him on the phone and told him that I need the final bill of lading, which I never got from the drivers, so that I could file a claim for the damage. I have still not been given the bill of lading and *** has not responded to any of my notes and calls about refunding my card. Frankly, a credit or refund, even for the entire amount of the move, at this point is not even enough to compensate me for all of this.

Desired Settlement: A settlement of $10,000

Business Response: hank you for notifying us of your complaint. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know.

 

We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaint.

Please note we have send this customer claim forms to fill out and claim for all these inconveniences and missing or damaged items that might have occurred in his relocation. the customer was sent claim forms on 7/11/2011 via email. Please see the attached email sent to the customer. The customer has not sent in the claims forms for processing. It has been two months since we sent out the forms and the customer has not contacted us at all. We all enclosing all the documents for your review. No compensation can be offered until the forms are completed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contracted Father and son Moving Company to move my car and Furniture from ******** Ma to ************ Fl on 06/30/11 with a deadline for delivery on 07-10-11 at the lates. I had informed **** ******** that I didnt know anyone in ***, I had to report to work on Monday 07-11-11 and that my kids were flying in to *** and needed to get the house ready then be able to pick up my kids from the airport. He assured me this would be done. since 07-07-11, i've attempted to contact **** to no avail. I was able to speak to 2 other of his co-workers who told me there's nothing they can do, because **** is the one with my contract, and all i could do was call back and try to talk to him, even though i explained to them that I had been trying to get in touch with him since the prior thursday. After numerous unanswered calls , approx 6 or 7 vcmls, and at least 3 emails, I've only been able to get in touch with **** today when i called him from a different number at approx 10am, today is Tuesday 07-12-11. i asked him for an ETA on my stuff, and explained to him everything that I've been goint thru like purchasing clothe daily to go work, and sleeping on the floor on sheets that i also purchased because my stuff isnt here, and having to keep my car rental extra days. He said he'd call me back in a few... to give me an update. by approx 3:00pm i hadnt heard from him so i started calling from my work fone. the 1st person transferred me to ****'s line, who didnt pick up, so i called over, and over, and over again (8 times to be exact) and finally **** calls my cell phone to tell me "NOTHING" He babbled for approx 3 or 4 mns trying to tell me at first that the truck never left because of another client non-payment ( quite honestly I stopped listening when he said the truck never left, I was baffled that my stuff was supposed to be in Florida on Sunday, and today tuesday he's telling me the truck never left) ) and when i wasn’t buying his BS he put me on hold for a good 5 or 6mns (on my cell!!!!) he comes back saying he was talking to "dispatch/******" to expedite my stuff and again he was going round and round with the BS so i cut him off and said "**** do you know where my stuff is? he says "on the truck, where else would it be? so I say "NO, **** in what state,I want to know in what state my stuff is" he says "how am i supposed to know, I dont get a mile-by-mile update on where our trucks are, that's not my job, you can call and talk to dispatch/****** if you'd like" So I said I dont need to talk to dispatch because I've been dealing with you, if I was supposed to be dealing with anyone else, then your other 2 co-workers would NOT have told me that they cant help me and that only you can? I then asked **** if he is the owner of that company, he said that the owner is **** ***** (and by the way at this point he is yelling at the top of his lungs) who is currently in Hawaii until Sept 18th ( i believe he said September) , and that HE (****) is really trying to help me out and get my stuff expedited but Im not listening. . and he is doing the best he can and so on and so on ( by the way he is still yelling) so i say to him, Im not yelling, im not frustrated but please do not ask me to take your word about anything else because your word was that my stuff and car would be here on Sunday. . . so i just want to know how to contact **** ***** , so he says "you know what I'll give you the name of whoever you'd like, you can call dispatch, you can call the owner, you can call whomever, Im trying to help you out and your kids but since you want take it this far, Im not going to have your stuff delivered until the 17th, how do you like that, and since you said that you will not pay another dime, Im gona have my driver lock your stuff in the truck and not open the doors until the acct is paid in full in cash, and then we'll see" you want to talk to mike just call the number you've been calling to reach me, that's ****'s number because that's this is where he works, but this whole time he is yelling, and all I kept saying was, "yeup, ok, thanks". Alot more was said in the phone conversations and in my vcmls to ****, but this is the main issue. Not only did **** not honor the original agreed upon delivery date, he also never answered any calls, vcml, or emails until 2 days past the due date, and also threatens to not deliver it until the 17th ( which is 8 days after the original agreed upon date) and also says he'll tell the driver not to open the truck until the acct is paid in full in cash. The same driver that when i asked him if he knew in what state my stuff was, he said he had no way on contacting the drivers.

Desired Settlement: I want not only an apology, but I want Father and son to finish the job and get my stuff delivered. I want them to adjust my bill and deduct all the extra expenses i've made because of them from the bill ( various purchases, car-rental and potentially my hotel room if my kids get to Florida before my furniture which includes their beds/mattresses dont get here) i've slept on the floor for 2 days but i will not let my kids go thru that because of unreliable companies like father and son After everything is factored in, then we'll settle the balance. If I still owe them I'll pay, but I want a refund no questions asked if they owed me after my expenses have been factored in.

Business Response: This customer was delivered on 7/26/2011. Please see signed delivery confirmation enclosed. We have also enclosed all pertinent documents in regards to this relocation.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Since my daughter booked this moving company in June, she has been telling them that the furniture needs to be there on Monday August 15. She didn't care when they picked it up, but it needed to be there by then. Numerous times she was told it would definitely be there. Sunday the 14 my daughter and I arrive in *** ********* with nothing. Monday morning we call to find out what time the movers are coming and are told they won't be there because it's raining. They will be here Tuesday between 12 and 4. Tuesday morning we call and are told it's on the truck it will be between 12 and 4. We call again at 130, again it's on the truck, it will be closer to 4 but it's the next stop. 530, still no truck. this call, when someone finally answers, says it will be tomorrow. there is a window of 10 days and they don't make promises as to delivery date. How can it be on the truck at 130 and not at 530. Every time we have called this week we get a run around, talk to different people, people say they will call back and they don't. then they just quit answering the phone. I'm not sure they actually have my daughters furniture. I have taken off work to be here and so far it's been a waste. We have no clothes, no furniture, no bed, no dishes. How do these people sleep at night on their comfy beds knowing my daughter is far from her hometown and has nothing. Something needs done about these people. I want this furniture NOW!!

Desired Settlement: I really want the furniture now, I also want a refund of $$$$. Eating out because we don't have any dishes, pots, pans ets. Sleeping on a floor for 2 extra nights. Definitely an apology. And this is of course written before the furniture gets here. I have no idea when/if it gets here what condition it will be in. There could be more then.

Business Response: We are sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. In order for us to address the points of your complaint, we need specific reference information regarding the move: a job number or an order number to help us locate your file in our system. Once we have the requested information we will be able to assist you further.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/21/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Neighbors Moving and Storage on 6/16/11 and arranged to have my belongings picked up on 6/30/11 and delivered to **********, VA on 7/15. Those dates are in the contract and were agreed upon at the signing of the contract. I even agreed to alternative dates that were 6/29/11 for pick up and 7/16/11 for drop off. Neighbors contracted the work out to a company in *******, MA called Father and Son's Moving and they did not show up on either of the agreed upon dates or call me to let me know that they weren't going to be able to make it. I lost an entire day's worth of pay. When I tried to get in touch with someone from Neighbors they kept sending me to Father and Son's...Father and Son's would either tell me they were on the way or they didn't answer the phone. All of the people I have dealt with over the phone have been rude or have hung up on me. I just want my money back at this point and I can't get anyone from the claims department to return my calls or pick of the phone. I have tried on multiple occasions to talk to someone to resolve this and no one is interested in helping me.

Desired Settlement: I just want my money back from them at this point. I don't want them to touch my stuff.

Business Response: We will like to respond to the allegation where the customer says “They raised the
weight of my move and charged an additional 1,500.00 +. On top of that, they did not give me
the 10% off.” The customer was indeed provided the 10% discount as promised- please see the
enclosed bill of lading that actually deducted the total amount of $472.00.

As far as the charges; the customer understood when he hired us that the estimate we provided
him was based on the number of items he told us he was relocating. The customer received and
estimate of 8,987 lbs when in actuality he was relocating a total of $10,500 lbs. at this point the
customer was presented with a revised written estimate with the accurate information. The
revised written estimate showed the estimate that the customer was provided based on the
number of items he claimed to be relocating along with the revised list of items and their
weights. It also increased the fuel cost. The customer clearly agreed on the price change as you
can see by the signed revised written estimate.

The customer signed the bill of lading as well as all other documentation agreeing to the pricing
and acknowledging that he in fact received the 10% discount. We have included all the inventory
list of items that were relocated for your review. No refund is due.

BBB's Final Determination: Complaint was settled through BBB mediation

9/21/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed a contract and paid a 25% deposit for an out of state move from ********, ** to ****** ******, **. The movers were supposed to arrive on Friday, July 29th between 1 and 4 pm, and call an hour before they arrived. At 3:30 pm I had not heard from anybody so I called the main phone number and was told my moving truck had left ***** ****** and was on its way, and would be there within 30 minutes. At 5:20 pm, they still had not yet arrived, and I had not yet received a phone call, so I called the main phone number back. They said they would give me a call with an update within a few minutes. They never called back, and when I called at 6 pm I could not reach anyone. They movers never showed up and never called to give any kind of explanation. I moved from ******** to ******** the next day. On my way to the aiport I received a call from the dispatch office (after getting transferred to various voicemails 3 times prior), and was told that the truck driver had called the dispatch office the evening before to tell them he couldn't come to my residence as the move prior to mine filled up the truck and there was no room for my belongings. However, I never received any kind of phone call that evening letting me know what was going on. I was told the earliest Ithey could come was today, Sunday, July 31st, and they guaranteed they would be there between 8 am and 10 am. I had to arrange for somebody to be at my prior residence as I now live out of state. It is now 6:13 pm and the moving truck again never showed up, and I have not received any kind of phone call with an explanation. I am living a studio with no furniture and because of this company have no kind of estimate as to when I can get my belongings. I will have to hire another company and wait even longer because of this moving company and its terrible business practices.

Desired Settlement: I want my deposit credited back to my debit card immediately. I signed a contract for services and this company failed to honor any of its obligations. I have already initiated a dispute with my bank.

Business Response:

Case #: *******

The customer was refunded the full deposit of $194.93 via credit card.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******However, I would like it noted that I was refunded my deposit only after filing a chargeback with my bank.

Regards,

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

 

BBB's Final Determination: Complaint was settled through BBB mediation

1