Complaint Category: Failure to honor a contract or agreement
Complaint: All My Sons Moving & Storage verbally contracted to a prices to move a few items 300 yards. They breached that verbal agreement.
One March 17th, 2012 All My Sons Moving & Storage was contracted to move my husband and my belongs from our one bedroom apartment to our new town home 300 yards away. The previous week, as well as the day before the scheduled move date, we spoke with two different people at the company, A ******, and a ******, who assured us that the price would not be more than $362.00 total. They were informed the number of pieces that we wanted moved and assured us it wouldn't take longer than three hours. The movers were to show up at 9AM and start the job. They showed up at 8:30 am and did not actually begin until 9AM but had us sign the contract that they started at 8:30. We didn't think much of that considering there weren't that many items nor was the destination that far. They moved at a slower pace but once again we didn't think too much of it because we had a verbal agreement/contract. Once all of our belongs were in their moving truck we led them to the new destination 300 yards away literally a 1 minute drive. Once we arrived they want us to sign the contract and pay, we didn't think anything of it until i looked at the contract and somehow within that two minute drive the price had jumped from the agreed upon $362 to an astounding $635. I was shocked and said i wasn't going to sign that or pay that amount. That i would gladly pay the agreed $362. The movers then called their boss who said they need to pay the new amount. My husband got on the phone to discuss the previous arrangement that was made with the individuals we had spoke with the previous day/week. ******, the "boss" was extremely rude and condescending to us on the phone. He was not willing to work with us at all. We even said we would pay for an extra hour making but not 3 extra hours. He proceed to yell at us on the phone and said we were out of our minds for thinking it would be done in that amount of time. He then hung up the phone on us and called his workers back and told them to close up the truck and bring it back to the warehouse, with all of our belongings in it. I was baffled because i didn't know that it worked that way. We then called the cities police department because i was considering this to be a theft if they left the premises with our belongings. When the police officer arrived he noted that in the contract it does say that if we refuse payment that they can seize possession until a payment is received. We weighed our pros and cons and once again reached out to ****** to see if there was something we could do. ******, rudely jumped the price up to another $100 saying we delayed them even more by calling the police department. We then decided it was just in our best interest to pay the full $635 because our belongings were worth more than that. ****** wasn't willing to budge to so to keep it from jumping another $100 we had to help the movers un wrap the rest of our items was they moved them into the house. Unfortunately there was not a signed contract to the $362 but there were multiple verbally contract made with ******, ****** and a gal my husband spoke with. So this is in essence a breach of contract. While moving the items in the movers banged up the walls and well as some of our belongings. We have reached out to the company for restitution on the items damaged and unfortunately they are not very helpful, and only somewhat responsive. We sent pictures of the damage and are hoping for this to at least be made right because we were scammed with the actual move. However, due to our experiences it does not look promising. I would not recommended this company to anyone.
Business' Initial Response
Contact Name and Title: ****** ******
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@allmysons.com
We worked this out with ******'s husband, ***** ******. Please see the following e-mails (read from the bottom to see sequence):
Thank you for your reasonable response. I will refund the $164. I appreciate your willingness to work this out.
All My Sons Moving & Storage
From: ***** ****** mailto:*****@gmail.com
Sent: Tuesday, March 20, 2012 7:48 PM
To: ****** ******
Subject: RE: Damage done during move
Let me begin by thanking you for getting back to me in such a timely manner.
Regarding the damages, I can assure you that they were not preexisting. Once my wife and I knew we were going with a moving company, we paid particular attention and thoroughly inspected our possessions before the move.
Regarding the amount charged above our expectations, I feel that even had our amount gone up another $109 because of extra time needed, (which we were told MIGHT happen) we'd be looking at $471. We ended up being charged $635, and the difference there would end up being $164. I know we're only talking about a $27 difference, but that is an amount I feel is fair and that I would feel comfortable with.
My wife works for KSL and knows the AE you speak with about advertising on their website, and that AE has said nothing but good things about you. You seem like a fair man, and I apologize that this unfortunate situation went down the way it did.
I want to again thank you for getting back to me so quickly ******, and it shows a lot of your character as a business owner.
On Mar 20, 2012 7:22 PM, "****** ******" <*****@allmysons.com> wrote:
Thank you for your feedback.
After speaking with you earlier and reviewing this with my employees, I would like to offer a $137 refund.
It appears that we were misaligned with price expectations from the beginning and should have given you more of an indication that the job would be longer than originally anticipated. I did find out from the crew that it was a 1-bedroom apartment, not 2. I apologize for the earlier report that you had 2 bedrooms.
I really do not want to penalize the crew for damages. You had indicated that they had worked hard and that your issue was primarily with the office staff. The crew made a very strong argument to me that the damages were pre-existing.
I came up with the $137 by taking half of the amount we charged above the expectation of $362. Please let me know if you agree to that and I will refund the credit card that was charged.
I am sorry that moving day was not a good experience for you and your wife and hope that this will alleviate some of the pain.
****** ******, Owner
All My Sons Moving & Storage
From: ***** ****** mailto:*****@gmail.com
Sent: Tuesday, March 20, 2012 10:42 AM
Subject: Damage done during move
Attached you will find the pictures you asked for showing the damage done during the move.
I do appreciate you following up with me, on my wife and I's concerns about the move as well.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.