Complaints

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• Initial Complaint

  Date:05/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a quote to move certain items at a set quote.
  
  1/3 of the items never arrived.
  
  I was charged more than the quote even though there was substantially less was moved.

  

  Business Response

  Date: 06/07/2025

  You were quoted 4500 pounds and we moved 4860 pounds . there is around 2000 pounds and a side by side left behind. It was a shuttle with a small truck and you didnt want to pay for mutable trips with the small truck that was 3 hours one way.

  ****

   

  Customer Answer

  Date: 15/07/2025

   I am rejecting this response because:
  
  
  

   The quote was for items based on their weight. At no point did I say "do not go more than once so you can pick up my items". That does not make sense that I would say do not pick items I want delivered. I had agreed on items to be moved and they were not moved and now they are blaming me for their mistake.

  
  

  All-ways moving sent an invoice from another trucking company for over $8000 and would not speak to me and refused to take my calls or respond to my emails or texts until I sent the money. After **** finally got back to me and said it was a mistake and reduced it to over $5000. 

  
  

  Upon arrival the 2/3 of the items that were supposed to be picked up and delivered were not delivered but I was still billed for them.

  
  

  To this day All-Ways has not sent me a receipt 

  
  

  

  Business Response

  Date: 23/07/2025

   we agreed that a shuttle was needed when you booked your move and we attempted and couldnt get in with a 5 ton truck, than we reschedule for another shuttle with a smaller truck for the end of the week. I was very clear on the phone that you needed a shuttle with the 2nd smaller truck and to get your estimated 4500 pounds out we would need multiple trips and it might cost more and you said if you dont get everything on the first trip its ok. We loaded the truck with 4840 pounds and sent you the invoice and you said you were not going to pay that bill. I looked at the bill and realized a math error and corrected it. Than you disagreed with the weight so we scaled again at destination at 4860 pounds and you still disagreed with the weight and wanted to call the scale to verify we were even there we gave you a copy of the scale with the company name and phone number..

   My records show You were trying to call me friday night after hour about your move,you than sent me a email at 9;52 pm on the 4th of July and i responded with a e-mail on July 5th at 9;07 am check your e-mail or junk mail.

  Bottom line we never charged for the extra shuttle or the extra cost for the 2nd scale.

  You have a receipt by text but you never got one at delivery because you refused to sign the bill.

  According to the pickup crew you have about 2000 pounds and a side by side left behind, if you want us to pickup and deliver we need to know asap.

  ****

  Customer Answer

  Date: 24/07/2025

   I am rejecting this response because:
  You decided that a shuttle was needed when you brought a truck that was too big. I had sent pictures of the driveway so it was not something you did not know. Originally the driver said hydro lines were too low then later said he was worried he would scratch his truck on trees. You rescheduled for another day to use a shuttle. You told me it would take 2-3 trips (at no cost to myself) to get the 4500lbs included in the list. You loaded the truck and did not get back to me until 4 days before delivery . You sent an inflated invoice (around $8500) and you said you were putting my items in storage in Nova Scotia until I paid in full. You finally lowered it saying the higher price was for all items quoted. You were surprised when we spoke how little they brought. 

  
  

  You scaled the items again but the difference in time on the receipt show they are not correct. Please attach them if they show the correct times.

  
  

  You have still have not sent me a receipt. Please do so through this. I would think your next response should at least have that for my taxes.

  
  

  I would like the items on the quote delivered as I have paid more than the quote now for substantially less than agreed upon.

  
  

  The side by side was not on the quote and does not need to be involved in this.

   

  Below is the summary of items.

  You picked up the following that were in the quote...
  5 Ikea white 3-drawer (475lbs) 
  2  Ikea red 3-drawer (120lbs)
  Inside some of the drawers were some plastic coat hangers and 2 with clothing totaling (60lbs)
  1 king headboard (60lbs)*
  10" foam mattress (80lbs)*
  1 brick video game(80lbs). 
  2 of the 3 brick sofas (310lbs total)*
  1 brick dining tables (200lbs) 
  1 round table (150lbs)
  10 chairs (200lbs)*
  2 piece box spring for a king (60lbs)*
  2 small Walmart side table (40lbs for both)*
  1 Walmart coffee table (35lbs)*
  3 fans in boxes (45lbs total)*
  1 kitchen aid BBQ (150lbs)*
  1 was left behind 
  6 small random light boxes with decorations  (40lbs total) no clue why they brought them
  Maytag Stove (205lbs)*
  
  Some of the items NOT brought but included in the quote....
  1 (of the 3)  sofas
  1 (of the 2) BBQ's
  The patio set for 6
  2 - 30"x60" mirrors
  The king platform frame 
  The 6'x3' mirrored wardrobe
  The 30" microwave hood range 4 (of the 6) side tables
  2 small side chess/checkers tables
  2 tall side table heavy wood