Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  America First Moving is not actually a moving company. They are just brokers trying to get a truck and a driver for you. It is a scam. They will give you a low ball estimate and they jack up the price the night before the move. "I'll check with my manager to get you a discounr." What this really means is I will try to find a driver who will do it for less. They are working both sides trying to get cheat you and the driver. They do not employ the driver. They subcontract to the cheapest. Their business model is dishonest and they will tell you anything and flat out lie. DO NOT USE THIS COMPANY. They make no real effort to give you a fair or reasoanble estimate. No one comes to your house to estimate the load. They just use a video walk through from the real estate agent. They double talk, they talk over you, they attempt to confuse you, they try to intimidate. It is a total con game.

  Business Response

  Date: 07/14/2025

  Dear BBB Consultants,

  Thank you for bringing this matter to our attention.

  While we appreciate Mr. ****** input and certainly take all consumer feedback seriously, we have been unable to locate any record of this individual as an active customer with ********************. After a thorough search of our system using the name, email address, phone number, and address provided, we do not find an account, file, or Binding Moving Estimate Agreement matching this information.

  It is possible that Mr. ***** may be relocating under a different contract name, or that the reservation was made by a family member or representative. If so, we would be glad to assist further if additional identifying details (such as the name on the agreement, the estimate number, or other contact information) can be provided.

  We are sincerely sorry that we cannot locate a corresponding record at this time. Should any additional documentation become available, we will be more than willing to re-open our review immediately.

  Thank you again for the opportunity to respond.

  Respectfully,
  America First Moving Services Customer Support Team 

  Customer Answer

  Date: 07/14/2025

  Please cancel my compalint.  The business has responded satisfactorily directly to me.  

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $2,100.00 for a move from ******** to *******. When the movers arrived at 10 pm, they told me that it would not be $2100 but $6400. I did not add an additional $4300 worth of items to be moved.They refuse to refund my deposit and expect me to pay the remainder of the original quote.They did not move my belongings.I have had to hire a different moving company and stay another month in my apartment.

  Business Response

  Date: 07/08/2025

  Good Afternoon BBB Consultants,

  Thank you for the opportunity to address **************** concerns.
  First, we must note that Ms. ***** is requesting reimbursement of $2,100.00, which exceeds the initial payment collected by America First Moving Services. We cannot refund or compensate monies that were never processed by our company.

  All terms and conditions were presented within the Binding Moving Estimate Agreement, which Ms. ***** reviewed and signed electronically on May 16, 2025. Her estimate was based on 300 cubic feet at $3.75 per cubic foot, with a total estimate of $2,108.86 and an initial payment of $1,048.00. The inventory listed 7 items totaling 27 pieces.

  As standard procedure, our ***************** team attempted to confirm the inventory on June 27, 2025, and added a mirror at no additional charge. On June 29, 2025, during pickup, the ******* reported the actual volume was approximately ***** cubic feetsignificantly exceeding the original estimateand noted the need for packing two televisions and one large mirror. Complimentary packing was offered, and a revised total was presented.

  Ms. ***** indicated that the revised cost exceeded her budget, leading to her decision to cancel the move. Our team made several follow-up attempts that evening, including involving our General Manager to explore possible solutions, but we were unable to reach her. On July 1, 2025, Ms. ***** informed us that she had contested the payment with her financial institution and is no longer eligible for reimbursements or compensation at this time.  ************** Supervisor was open and willing to resolve this directly with the customer to find an amicable outcome.  
  
  Thank you kindly for your time in this matter.
  America First Moving Customer Support Team 
  

  
  

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair 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.

  Given two dates to move. They came in afternoon of second date. They walked around for an hour. Finally loaded and began delivering to home 3 miles away. One accused me of drinking. He by the way backed in truck and had no drivers license. Got call saying they need another truck and have to up price. They go back to pick up address and tell me they cant pick up some of inventoried items. By this time its 11 pm. Came initially without a dolly. All 3 of them leave to go get one. The most ill prepared unprofessional people. Smelled like pot. **************** provides nice hold music but thats all you get. I still have to hire another mover. *********** kids can do better. DO NOT HIRE!!!

  Business Response

  Date: 07/08/2025

  Dear BBB Consultants,
  Thank you for giving us the opportunity to respond to the concerns raised by Mr. ******* ********* regarding his recent relocation. We regret to hear of his dissatisfaction and would like to provide a clear timeline and outline of the actions weve taken to address his claims.

  Mr. ********* initially reached out on June 29, 2025, to express multiple grievances, including the crew arriving late, lacking proper equipment, appearing unprofessional, and causing damage to both his belongings and residence. He reported that a driver did not possess a valid license, the crew did not have essential tools such as a dolly, and they needed additional equipment to complete the move. He also cited broken furniture, stained carpet, a damaged step at his home, and an injury sustained while moving equipment himself. Understandably, this situation left him deeply frustrated.

  Following his report, our ************* team responded promptly on July 1, 2025, outlining the appropriate procedure for filing claims regarding damages incurred. Per federal regulations, damages to shipped items must be handled directly through the carriers insurance process, while property damage to the residence must be reviewed by the carrier as well. We immediately notified the carrier of Mr. ********** concerns and requested they begin a formal internal investigation. We also included the carrier on the correspondence so they could begin direct engagement with the customer.

  Despite being informed of the required claims process, Mr. ********* requested a refund in lieu of pursuing the formal claim. While we understand his frustration, we reiterated that reimbursements cannot be issued outside the federally mandated process, which exists to protect all parties and ensure fair, documented resolution.

  As a sign of goodwill and in acknowledgment of the inconvenience, America First Moving Services extended a courtesy offer on July 1, 2025, which we later increased on July 7, 2025. This offer was made independently of any potential settlement through the formal claims process. Later that evening, on July 7, 2025, we also provided Mr. ********* with the carriers direct contact details to assist him with filing his claim and to facilitate further communication. The customer must file independently through the carriers insurance policy for reported damages and/or missing items. 

  On July 8, 2025, Mr. ********* responded confirming he will not accept our courtesy offer now requesting full reimbursements of all funds as he considers the work incomplete. A signed **** of Lading with pick up and delivery acknowledgements reflect that all services were performed and completed within the realm of the outlined estimate. 

  To recap, our role as a moving broker does not include handling, transport, or insurance of goods. All field-related services were performed by the carrier, who has been formally notified. All matters the customer reported have been directed to the carriers office to resolve internally. Mr. ********* has been encouraged to submit his claim through the appropriate channels so it can be reviewed and addressed under the protections of the law and the terms of his agreement. We remain committed to providing support and ensuring he has the necessary information to proceed.

  We take all customer concerns seriously and appreciate the opportunity to share this detailed account. We remain hopeful for a fair and prompt resolution and will continue to cooperate fully with both Mr. ********* and the carriers management.

  Sincerely,
  America First Moving Services ************* Team
  
  

  Business Response

  Date: 07/08/2025

  BBB UPDATE on ******* *********:
  
  Thank you for the opportunity to address the concerns raised by Mr. ******* ********* regarding his recent relocation. We appreciate the chance to provide additional context and outline the steps necessary to bring this matter to resolution.

  Per the carriers most recent update, their office has supplied further documentation and feedback from the field supervisor overseeing the move. Specifically, we were advised of the following:
   - On June 27, 2025, the carriers crew loaded the first truck completely and proceeded to deliver the items to the destination address.
   - Mr. ********* requested that the crew return immediately to load all remaining items or he would contact authorities to report theft.
   - The carriers supervisor agreed to dispatch a second truck to complete the move at no additional charge in an effort to accommodate the request and avoid escalation.
   - The field supervisor reported that, during pickup, the customer had been consuming alcohol while the team was attempting to perform services.

  Despite transporting two full trucks (which exceeds the customer's space allotment) without charging overages for the additional volumethe carrier indicated that the final delivery balance of $1,546.16 remains unpaid.
  While we understand Mr. ********* has reported damages and other issues with the moving team, it is important to note that in order for any claim or request for compensation to be processed, all outstanding balances for services rendered must be resolved. The carrier has advised that, at this time, no final payment has been received. And **** has offered a courtesy in good faith to assist, when the balance were not paid to the carrier.  We would have to kindly withdrawal that offer while the other matters are resolved within the carrier's office before proceeding with ANY OTHER STEPS involving this relocation. 

  Thank you for allowing us to update all parties accordingly. 
  America First Moving Customer Support Team 

  
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23530981
  
  I am rejecting this response because: Less than half of inventoried list was actually moved! Claim has been filed with amb movers with pictures. 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 07/09/2025

  Thank you for taking the time to advise us regarding your relocation.  We want to formally document the sequence of events to ensure transparency and clarity:
  
   - Your reservation was for ***** cubic feet of space.
   - On June 27th at 6:55 PM, our office received a report from the field that the truck was fully loaded, and the crew had departed.
   - Customer expressed that not all items were taken and requested that the carrier return to complete the loading.
   - After discussions between our office, the carriers dispatch, and the onsite supervisor, it was agreed a second truck would be dispatched at no additional charge, to collect the remaining items.
   - Customer confirmed with our customer support agent at the time that you would wait for the second truck.
   - The carrier completed delivery of the first truck, then dispatched and loaded the second truck at no added cost.
   - In total, the carrier transported significantly more than the originally reserved ***** cubic feetexceeding ***** cubic feetwhile honoring the same pricing without charging any overage fees.
   - At final delivery, the remaining balance was due per the contract. However, you declined to pay, stating that not all belongings were relocated.
  
  We certainly understand you feel this does not fully reflect your experience. Our role is to facilitate communication and ensure both partiesour customer and the carrierare operating in good faith and abiding by industry standards.  At this time, our records and the carriers documentation indicate that:
   * Additional Volume was transported without additional charges.
   * The delivery balance remains outstanding.
  
  We apologize for any frustration this process has caused. We remain available to help facilitate further discussion if you would like to pursue a resolution with the carrier directly. The carrier is reporting their dismissal without collecting final payment.  If you can provide proof of that payment, we can put this matter to rest as we proceed forward in a positive manner to the follow-up steps of claims for damages. We can not proceed forward until these steps are verified.  Our goal is to make sure customers and carrier are following industry guidelines for services rendered. 
  
  Thank you for your understanding and the opportunity to assist.
  
  Respectfully,
  America First Moving Customer Support Dept. 

• Initial Complaint

  Date:06/26/2025

  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.

  The explanation was very long so I am attaching it as a PDF. I apologize for the long explanation, but I felt it was important for you to have every detail of the situation.

  Business Response

  Date: 07/08/2025

  Good Afternoon BBB Consultants,

  Thank you for allowing us the opportunity to review in detail the specifics of this matter and to clarify what offers, discounts, and compensation were arranged for ******************* relocation. First and foremost, we must acknowledge that Ms. ******** is requesting to dispute $6,224.80, which represents the entire cost of her move. While we understand her concerns, unfortunately, we are not able to accommodate this request. The customer received pickup, transport, and delivery services in full.

  To clarify, moving costs are divided into three portions so the customer is not required to pay the entire amount at one time. An initial payment is collected at the time of booking, 50% of the remaining balance is due at pickup, and the final 50% is due upon delivery. In this case, the initial payment was secured by America First Moving upon reservation, while the remaining funds were paid directly to the carrier. As we do not collect or control those funds, we are unable to refund, reimburse, or offer compensation for monies paid to the carrier.

  Ms. ********* estimate was prepared on June 12, 2025, under her name, with an estimated volume of ***** cubic feet at a rate of $2.00 per cubic foot. She received an additional $650 discount during the booking process as well as tariff concessions, substantially reducing her estimated cost. The total moving estimate was $4,224.80, with an initial payment of $1,231.96. The reservation was confirmed on June 12, 2025, at 12:40 PM (ET) for a guaranteed pickup on June 14, 2025. Her articles list for pick up was listed as 30 Items different and 90 Pieces in total to be transported. 
  
  

  On the day of pickup, the customer had substantially more volume onsite than originally disclosed, requiring a second truck to accommodate the shipment. The total volume ultimately measured ***** cubic feet, plus additional packing, which increased the final balance beyond the estimate provided during booking. On June 14, 2025, a 50-minute conference call was held with Ms. ********* the carriers General Manager, and our customer support team to address the discrepancy. We explained that the full video walkthrough confirmed the volume exceeded the inventory (90 pieces) reported on the booking call. Two options were offered: a flat rate to transport all property for an additional $2,500, or to limit transport to the contracted space at the original rate. Ms. ******** ultimately agreed to load items fitting within the contracted space and to leave certain units requiring complex disassembly.

  After services were rendered, Ms. ******** requested documentation confirming her services had been paid in full. On June 19, 2025, we promptly notified the carriers office and requested the final Bill of Lading and invoice be sent to her directly. She was advised that the signed delivery **** of Lading functions as a formal invoice showing all monies paid. Despite this, over the following two weeks, she continued to request a separate receipt and expressed significant frustration with the timeline. She also reported damages to household goods and property and indicated she intended to escalate her concerns through public reviews and formal complaints unless fully refunded. On July 3, 2025, she filed a BBB complaint primarily focused on obtaining this documentation. The carrier General Manager was informed, and we remain in coordination with them to provide any remaining paperwork.

  While we regret Ms. ********* dissatisfaction, the services were rendered, and the payments were allocated accordingly. We must reiterate that we cannot refund amounts paid to the carrier, as those funds were not remitted to America First Moving. We appreciate the opportunity to provide this clarification and remain committed to assisting Ms. ******** in resolving any outstanding documentation or formal claims through the appropriate channels. As we have previously advised, the Bill of Lading from the Delivery, will reflect all monies paid for services recorded in the bottom right hand corner of the document. We have attempted to explain this multiple times, and have asked the carrier to coordinate additional assistance if necessary. 

  Respectfully,
  America First Moving Customer Support Team

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel and this is what was sent to me, They want me to settle for $563.+ and charge me $2000.+ I declined Dear **** *****,I hope this message finds you ******* following up regarding your request to proceed with the cancellation of your move. As discussed, our office has approved a refund in the amount of $563.32. In order to finalize this process and ensure no further charges are applied to your account, we are required to complete a cancellation document as part of our standard procedure.I have no intention of signing off for $563. when you intend to charge me another $2000.+ for no services **************** I read, after the fact, states the same thing, given a quote and extra charges for things they were given the impression were included in the quote.I took offense to the remark that people think of things to be shipped and add them at the last minute. I had a list when I spoke with **** **** and he took my $$ before he sent the list to be shipped. you suggested that I thought of things after the fact.Your stellar company, as you referred to it, had 153 complaints for the same thing I am complaining about, and 92 for this year so far, after moving season I am sure it will surpass last years numbers.I am filing a complaint with Florida Attorney General, BBB, DOT and ********************************************. I am sure there are multiple agencies that I can find to give attention to this matter. Also I will be filing a small claims court complaint.**** ***** Once this form is signed and returned, we will process the refund to the original credit card on file.Please let us know if there is a convenient time to speak, or if you would prefer to have the form sent directly to your email for review and signature.Were here to assist and aim to resolve this matter as smoothly as ************* regards,******* ******** Customer Care Team ******************** DOT: ******* MC: ******* Main: **********************

  Business Response

  Date: 07/03/2025

  To Whom It May Concern,
  
  
  We are pleased to inform you that we have reached an internal resolution with the client. We appreciate her time and attention and wish her well in her future endeavors.
  
  
  Sincerely,
  America First Moving *************

• Initial Complaint

  Date:06/03/2025

  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.

  This "moving" company was engaged to relocate items from a storage unit in *********** to *********. The quote provided was declared as inaccurate at the time of pick up and i was asked to pay $4,000 more than the initial $4,800 quoted and agreed to. Once I conceded to have them load what they could, by the 3rd party moving company that I later learned has 1 star reviews across the board, I was told they could only charge my credit card with photos of both the card and my ID. Breaking the cardinal rule of information security. When I refused to send such photos, they have since taken my belongings and not reached out since the date of pick-up.I currently am unaware of the location of my belongings. America First, the broker, has not responded to any calls or texts, that they were so eager to respond to prior to my signing the agreement. Nor will the secondary mover, ****************************. Looking at the recent complaints this appears to be business as usual, and I'm just another sucker. They'll write a well crafted response to this and I'm confident this will not go anywhere, but I felt compelled to add a complaint to their impressive record. If America First actually put in the effort to doing what they claim they'll do rather than defending their habitual failures, they might be able to be a decent company. But alas, they'll write just another platitude filled response that falls on deaf ears. At least court will be entertaining. If you're a consumer, don't be fooled by the 24/7 customer support number they will invariably tout in their response. It's literally an answering service that takes a message. This company will win you over with empty promises and lack of follow through. Please, whatever you do, DO NOT hire this group. It's a scam and you will end up in a pit of frustration and despair. I randomly learned that friends of mine worked with them too, with the same outcome of pure disappointed and damaged goods.

  Business Response

  Date: 06/04/2025

  Dear BBB Consultants on behalf of Mr. ************************* you for taking the time to share the concerns submitted by Mr. ****** ***********. We regret the circumstances that prompted the complaint and appreciate the opportunity to address the matter thoroughly. Moving is a significant undertaking, and our team is committed to resolving this issue as fairly and promptly as possible.
  
  Estimate vs. Actual Charges:    As is standard practice in the household goods moving industry, the estimate initially provided was based on the inventory and services disclosed at the time of booking. Should the actual volume, weight, or required services differ at the time of pickup, the assigned carrier is authorized to adjust charges accordingly. These guidelines are clearly outlined in Mr. ************ signed Estimate, Terms & Conditions, and Bill of Lading.
  
  Carrier Assignment and Payment Procedure:    Mr. ************ move was assigned to a licensed and registered carrier, as reflected in his documentation. The request for credit card verificationby way of submitting ID and card imageswas a standard security protocol implemented by the carrier. This step is not intended to infringe on privacy, but rather to validate authorization and prevent fraudulent activity during remote transactions.
  
  Refund and Payment Status:   On June 4, 2025, after Mr. *********** declined to complete the verification and indicated an intent to dispute charges, the initial credit card payment was refunded in full. This was done as a good faith measure to mitigate potential chargeback risk and maintain compliance with secure payment handling policies.
  
  As a result of this refund, no valid payment currently exists on file to cover the pickup services rendered. According to federal guidelines and the signed Bill of Lading, payment is a requirement for the continued transport or release of any household goods. We respectfully emphasize the following excerpt from the contract under Terms of Payment:
  
  ***Upon booking, a 20% deposit is required via credit card, cashiers check, or cash. At pickup, 50% of the remaining balance is due (credit card accepted only with prior approval). At delivery, the final balance must be paid via **************** money order or cash, prior to unloading. The carrier reserves the right to collect up to 70% of the balance before the shipment departs the origin state. *Payment in full is required before the delivery truck is opened***.
  
  Please note that America First Moving Services is not in possession of Mr. ************ household goods. The assigned carrier currently holds the shipment, as is standard during the relocation process. Both the carrier and our office are required to ensure that payment is secured through approved and contractually agreed-upon methods before any further services can proceed. This protocol aligns with industry practices and ***** regulations governing interstate household goods transportation.
  
  Next Steps and Resolution Path:    Attached to this response is a PDF copy of the instructions that were also sent directly to Mr. *********** earlier today. This document outlines the approved methods for reinstating payment so that transport or delivery arrangements may proceed without further delay.
  
  Additionally, we would like to address a follow-up message received from Mr. *********** one hour after our latest correspondence, in which he declined the proposed payment process and issued an ultimatum regarding the return or delivery of his belongings. While we understand his concerns, it is critical to note that all future action must remain compliant with federal regulation and the terms of the executed agreement.
  
  We remain open to resolving this matter amicably and promptly, and we encourage Mr. *********** to contact our office directly should he wish to proceed with payment and the continuation of service. Our 24/7 Customer Support line is available at **************, and our team is standing by to assist.
  
  Thank you again for your attention to this matter.
  
  Sincerely,
  America First Moving Services Customer Support Department
  
  

  Business Response

  Date: 06/04/2025

  Onsite paperwork with the carrier is attached. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23410957
  
  I am rejecting this response because:
  

  Through this portal I have not been able to see or access any written response by the business.  I can see the attachments they provided, but nothing more.  If that is a matter of technology, please advise.  If the attachments are the extent of the response, please confirm

  
  Sincerely,
  
  *** Vanden *****

  Business Response

  Date: 06/11/2025

  We will re-post our initial answer  from 6/04/2025 as well as privately email the original answer directly to the customer to avoid any further delays in this matter:
  ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  Dear BBB Consultants on behalf of *** ***********,

  
  Thank you for taking the time to share the concerns submitted by *** ****** ***********. We regret the circumstances that prompted the complaint and appreciate the opportunity to address the matter thoroughly. Moving is a significant undertaking, and our team is committed to resolving this issue as fairly and promptly as possible.
  
  Estimate vs. Actual Charges:    As is standard practice in the household goods moving industry, the estimate initially provided was based on the inventory and services disclosed at the time of booking. Should the actual volume, weight, or required services differ at the time of pickup, the assigned carrier is authorized to adjust charges accordingly. These guidelines are clearly outlined in *** ************ signed Estimate, Terms & Conditions, and Bill of Lading.
  
  Carrier Assignment and Payment Procedure:    *** ************ move was assigned to a licensed and registered carrier, as reflected in his documentation. The request for credit card verificationby way of submitting ID and card imageswas a standard security protocol implemented by the carrier. This step is not intended to infringe on privacy, but rather to validate authorization and prevent fraudulent activity during remote transactions.
  
  Refund and Payment Status:   On June 4, 2025, after *** *********** declined to complete the verification and indicated an intent to dispute charges, the initial credit card payment was refunded in full. This was done as a good faith measure to mitigate potential chargeback risk and maintain compliance with secure payment handling policies.
  
  As a result of this refund, no valid payment currently exists on file to cover the pickup services rendered. According to federal guidelines and the signed Bill of Lading, payment is a requirement for the continued transport or release of any household goods. We respectfully emphasize the following excerpt from the contract under Terms of Payment:
  
  ***Upon booking, a 20% deposit is required via credit card, cashiers check, or cash. At pickup, 50% of the remaining balance is due (credit card accepted only with prior approval). At delivery, the final balance must be paid via **************** money order or cash, prior to unloading. The carrier reserves the right to collect up to 70% of the balance before the shipment departs the origin state. *Payment in full is required before the delivery truck is opened***.
  
  Please note that America First Moving Services is not in possession of *** ************ household goods. The assigned carrier currently holds the shipment, as is standard during the relocation process. Both the carrier and our office are required to ensure that payment is secured through approved and contractually agreed-upon methods before any further services can proceed. This protocol aligns with industry practices and ***** regulations governing interstate household goods transportation.
  
  Next Steps and Resolution Path:    Attached to this response is a PDF copy of the instructions that were also sent directly to *** *********** earlier today. This document outlines the approved methods for reinstating payment so that transport or delivery arrangements may proceed without further delay.
  
  Additionally, we would like to address a follow-up message received from *** *********** one hour after our latest correspondence, in which he declined the proposed payment process and issued an ultimatum regarding the return or delivery of his belongings. While we understand his concerns, it is critical to note that all future action must remain compliant with federal regulation and the terms of the executed agreement.
  
  We remain open to resolving this matter amicably and promptly, and we encourage *** *********** to contact our office directly should he wish to proceed with payment and the continuation of service. Our 24/7 Customer Support line is available at **************, and our team is standing by to assist.
  
  Thank you again for your attention to this matter.
  
  Sincerely,
  America First Moving Services Customer Support Department

   

   

• Initial Complaint

  Date:06/02/2025

  Type:Sales and Advertising 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.

  We booked a move and got a quote $4129.91 from this business. We paid a deposit $1647.93 and the day before they needed to confirm our moving list. With additional items, they said it would go up to over $11,859.86. He said that we had doubled the cu. ft. (we had not, but even if we had, the price was way over double). We said ok can we just move our original quote and nothing else? Yes. Ok, lets do that. The movers show up in a shoddily spray-painted black truck with Nevada plates on the front and temp plates on the back. We confirm with the movers that they are only to fill the 752 cu. feet. They loaded king bed and frame, some of our sectional, our coffee table, a TV, and a handful of medium boxes. My husband got a call that we had used all our 752 cu ft already (by the way, I was assured on the initial phone call multiple times that this amount is very typical for a 3bd 2ba house). They didnt even get all the originally quoted items in! Not even half of them. Then we asked them to unload the truck. We did not want to use them. They unloaded our stuff and broke multiple boxes and damaged our coffee table. The lady on the phone threatened to keep our stuff and charge us for unloading our stuff. Overall, it was a scam. Note: I would love to upload more information, but it would only let me upload 2 pictures. So, I chose the original quote. I have the updated (unsigned) quote, and also pictures of the damage.

  Business Response

  Date: 06/04/2025

  Dear BBB Consultant,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond regarding the concerns submitted by Ms. ************************** of the Move ~    Ms. ******* reserved moving services with America First Moving Services on 4/25/2025 for an estimated 752 cubic feet at a total cost of $4,129.91. A deposit of $1,647.93 was paid to secure the reservation. The remaining balance is always paid directly to the carrier at pickup and delivery.
  Its important to note that moving costs are split into three payments:   1)    Initial deposit (paid to AFMS)    2)  50% of the remaining balance at pickup  3)  Final balance due at delivery
  
  ***************** and Inventory Updates ~   Prior to pickup, we conducted a standard ***************** call on 6/1/2025. During this call, the customer advised they had significantly more items (150 items) than originally listed. This increased the estimated space needed from 752 cf to approximately ***** cf.   Although our team advised that additional space would increase the cost, the customer declined to pay for the upgrade and requested to stick with the original quoted volume.
  
  Day of Pickup ~    The movers loaded items until the 752 cf limit was reached, including a king bed, sectional, TV, boxes, and other furniture. At that point, the customer became upset that more items couldn't be included and requested the truck be unloaded. The team complied, but some minor damage occurred during the unload process.    Our team attempted to resolve the situation in real time, but the customer declined calls and chose to cancel the service despite having signed documentation confirming the reserved space and agreed pricing.
  
  Final Notes ~    The deposit paid to AFMS covered services rendered, including scheduling, carrier assignment, logistics, and customer service up to pickup.    The customer was fully informed of volume limitations and the need for more space prior to pickup.   The request for a full refund cannot be honored, as services were provided as agreed for the reserved volume.
  
  We have requested copies of the onsite paperwork from the assigned carrier and will review these documents to confirm that the services performed accurately reflect the space and cost originally projected by ****. Once received, these records will be shared with the customer for full transparency. We will follow up within 72 hours with an update. Please note, any claims for damages will be reviewed and fulfilled after delivery is completed and the shipment has been received back into the customer's care. We remain committed to working toward a fair and timely resolution.
  
  Sincerely,
  America First Moving Services Customer Service Department 
  
  

  Business Response

  Date: 06/04/2025

  UPDATE:      We sincerely apologize for the delay in posting this update. The file remained open-ended due to the lack of follow-up or communication from the customer after the interaction at the time of pickup.
  
  The customer expressed multiple concerns and disagreements with the ******* onsite, including claims that the ******* used AI to calculate the total volume of 750 CF for their belongingsan approach that does not account for the real-world factors of packing and stacking within a moving truck. Per standard operating procedure, the ******* is required to report any significant discrepancies from the original estimate and issue a revised estimate onsite if necessary.
  
  According to the **************** the customer ultimately chose to cancel the move onsite and did not proceed with services. Despite this, our team had already been dispatched, arrived at the origin location, and conducted a full onsite revision, which was shared with the customer at that time.
  
  Per the terms outlined in our company policy, cancellations made after the initial 72-hour grace ****** following booking are not eligible for a refundespecially when the cancellation occurs after dispatch and while a crew is physically onsite.
  
  To date, we have not received any further communication from the customer to discuss or resolve the matter.
  
  Thank you for allowing us to clarify this in more detail. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23409821
  
  I am rejecting this response because:

  They broke multiple items including a bar off our brand-new bedframe. Our nice coffee table was also damaged. We opened the smashed boxes and found multiple items broken too. Our stuff would have all been smashed up by the time we would have gotten to the destination. The boxes they had loaded were smashed, ripped, or broken. It was a mess. The main concern, why they are a scam, is because they didnt even load anywhere near the amount listed on the original quote, and they said that the cu. ft. that we were quoted had been exceeded. We counted that they only loaded 10 boxes of the original 70 that were quoted. In the initial phone intake where they made the quote, I was careful to describe sizes of everything to them. Basically, they came over, lied to us, broke our stuff, and left. The lady that we talked to threatened to keep our loaded stuff when we cancelled. Even though we paid a deposit up front. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/16/2025

  Subject: Response to BBB Rebuttal 
  Dear BBB Consultant,
  
  Thank you for the opportunity to provide a response to the rebuttal submitted by the customer, regarding their recent experience.
  
  Wed like to clarify that no transportation services were completed for this customer, as they elected to cancel onsite at the time of pickup. The carrier was only engaged in attempting to load the reserved truck space of 750 cubic feet, which had been confirmed and contracted for prior to the pickup date.  The customers scheduled for pick up ******************** on 6/02/2025.
  
  Despite the customers claim that multiple items were broken, including a bar on their bedframe and damage to a coffee table and boxes, the move itself was never executed. The shipment did not travel with the carrier, and thus, there was no transit event that could have caused the reported damages.
  
  Furthermore, prior to the scheduled pickup, a ***************** call was completed on 6/01/2025, during which our ** Agent carefully reviewed the customers inventory list and discussed the actual cubic footage needed. During that call, the customers (both *** and Mrs. ******* confirmed that although their true volume was closer to ***** CF, they only wished to proceed with the originally reserved 752 CF. They stated they would handle the remaining volume (approximately 798 CF) on a second trip from ******** to ******** at a later time.
  
  Our ** notes clearly reflect that discussion and their decision to move forward based on space limitations and budget considerations. At no point were the customers misled about space requirements, cost, or services. Additionally, the customers confirmed during the ** process that they had an extra $1,000$1,500 budgeted to accommodate any additional volume, but ultimately chose not to increase their reservation.
  
  While we regret that the customer is dissatisfied, we must respectfully point out that there was no relocation service completed, and therefore any allegations of extensive damage from a move are not applicable to this file. No transit occurred, and any claim of the move resulting in items being smashed up by the time we would have gotten to the destination is speculative, as the move was not performed.
  
  Our company provided full transparency in volume estimates, pricing, and capacity throughout the ** and dispatch process. The customer voluntarily canceled onsite after declining to increase their space reservation. We therefore dispute the characterization of this situation as a scam and stand by our agents professional conduct and documentation throughout the process.
  
  Please let us know if any further documentation is needed to support our response.
  
  Sincerely,
  America First Moving Customer Support Dept. 
  
  

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23409821
  
  I am rejecting this response because:  
  The company is trying to say we are making things up because, "The shipment did not travel with the carrier, and thus, there was no transit event that could have caused the reported damages." The goods were carried out to the truck and loaded, and then they were carried back into our home by the movers. When the movers set the boxes and furniture down, they were damaged or broken. This is why my accusation is not "speculative." It is based on the fact that the movers damaged the items in just loading them and unloading them. I took pictures of the items right after they were unloaded by the movers back into our home when we cancelled our order with them.

  
  America First Moving conveniently did not address the fact that the ORIGINAL items on the ORIGINAL quote, for 752 cu. ft. Did not even make it into the truck. NOTHING EVEN CLOSE to the amount we were quoted was loaded into the truck by the time we were told that we had used up the 752 cu. ft. 
  This company is blatantly accusing me of dishonesty when they themselves are the ones being dishonest. Yes, we cancelled their services. No, we should not have had our stuff damaged by the movers when they brought it back into our living room. If they were smashed up and damaged just from that, I can't imagine what it all would look like by the time it reached the destination. 
  The boxes that were crushed, had a pizza stone and a glass cake holder which were both broken during them loading and unloading our stuff. 
  
  Sincerely,
  
  **** *******
  

  Customer Answer

  Date: 06/16/2025

  The program is not allowing me to submit additional photos. It will not proceed if I attach photos. 

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 hired America First Moving services to move from ******** to *******. The representative for the moving company mis-lead me, telling me that their company was not a broker. They are, they hired another carrier to move my furniture and belongings. When it was delivered some of my furniture was damaged and personal items were broken by the carriers.

  Business Response

  Date: 06/03/2025

  Dear BBB Consultants,

  Thank you for the opportunity to respond to ***************** concerns regarding her relocation from ******** to ********
  Ms. ***** is requesting a full refund of the total estimate. However, all services were rendered, including pickup, transportation, and delivery. Additionally, her request appears to include amounts paid directly to the carrier for services they completed in full. As a booking agent, America First Moving Services (AFMS) is not authorized to issue refunds for funds paid to third-party carriers. Our billing structure separates the move into three standard phases:
  1) Initial reservation deposit (paid to AFMS),   2)  Pickup payment, and 3)  Delivery payment (both paid directly to the carrier).
  
  Ms. ***** signed a Binding Estimate on 03/25/2025 for a reserved volume, which included an Early Reservation Discount and an initial payment to AFMS based on her original inventory of 17 items.
  
  During the ***************** call on 05/17/2025, she opted to increase her shipment volume significantly and updated her inventory to 29 items. In response, an additional discount was applied, and the total payment to AFMS was adjusted accordingly. The ** process is provided as a standard courtesy, allowing customers to finalize or amend move details before services begin.
  
  Ms. ***** initially requested to use a credit card for both the pickup and delivery payments. The carrier office accommodated the card for the pickup portion; however, they did not approve the credit card for the delivery. As outlined in our agreement, the carrier retains full discretion to approve or deny credit card transactions. All acceptable payment methods for both pickup and deliveryincluding money ordersare clearly detailed in our documentation and reviewed with the customer during the reservation process. Ultimately, Ms. ***** secured a postal money order for the final delivery payment, which was accepted by the carrier. While we strive to support our customers in every way possible, we must also adhere to the carriers payment policies and procedures.
  
  After the delivery was completed, Ms. ***** contacted our *************************** Team with concerns regarding some damaged items. Our management team explained the claims process and provided clear instructions on how to proceed. Although AFMS is not the carrier, we are actively assisting with communication between Ms. ***** and the carrier to help facilitate a timely and fair resolution.
  
  In conclusion, our office is currently working directly with the carrier to find an amicable resolution to some of Ms. ****** concerns. We will follow up with her in the coming days with a report detailing how both our team and the carrier can assist in fulfilling some of her resolution requests.   Attached for your review are the signed Binding Estimate and **** of Lading, confirming that no unexpected charges occurred and that all contracted services were completed as agreed.
  
  We look forward in assisting in this matter for a positive outcome. 
  Sincerely,
  America First Moving Services Customer Support Team
  

  
  

  Customer Answer

  Date: 06/08/2025

   
  Complaint: 23400269
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/10/2025

  RE: BBB Complaint Case #: ******** Ms. ****** *****
  
  Dear BBB Representative,
  
  Thank you for your continued communication regarding Ms. ****** concerns. We appreciate the submission of her documentation, including the list of damaged items and accompanying photos.    We want to first acknowledge Ms. ****** experience and sincerely regret the frustration caused. We have reviewed the provided materials and forwarded them to the carrier to ensure they are aware of the reported issues. However, as outlined in the agreement and required by federal guidelines, all claims for damaged or lost items must be submitted directly to the carriers designated ***************** for proper handling and resolution.
  
  To clarify our role and next steps:   1)   America First Moving Services is a licensed interstate moving broker, not the carrier. We coordinate and arrange services but do not physically transport, handle, or insure household goods.   2)   All claims must be filed directly with the carrier within 9 months of the delivery date, as outlined in the Bill of Lading and required by federal regulation (49 CFR *******). 3)   We are not authorized to process or resolve claims directly, but we have provided Ms. ***** with the claims instructions via email on May 28, 2025, and also alerted the carriers office to initiate follow-up.
  
  In Good Faith:     Although the formal claims process must go through the carrier, we understand the inconvenience this has caused. As a sign of goodwill, we are willing to explore a secondary resolution option directly through our officeindependent from the carriers claims processto help Ms. ***** move forward more quickly.
  
  To proceed, we simply ask that Ms. ***** confirm submission of the formal claim and notify us if she is open to discussing a courtesy-based resolution.
  We remain committed to supporting Ms. ***** through the claims process and to helping her reach a timely and fair outcome. Thank you for the opportunity to provide this response and assist further.
  
  Sincerely,
  America First Moving Services Customer Support Team 

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me, however I would like secondary compensation.

  I have filed a complaint with Top Tier Van Lines.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair 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.

  Not adequately or appropriately explained when contract was signed. Was advised day of signing was charged by item and items not loaded can be discounted for approx $1700 and then $200 added for refundable totes. The day before move, was advised it was by cubic feet of loaded items and not by item. There is phone recording for this so they reduced the $1900 to $1700 per the verbal agreement over the phone at the time of signing.However, they tried to charge another $1000 to add 3 more small TVs. I declined. Then the movers during the move tried to charge me additional $200 to move items from 3rd floor, when contract said $75. My husband brought down both beds from 3rd floor and ONLY an exercise bike remained. Then they tried to charge me $200 for wrapping my furniture and I declined because the blankets were supposed to be free, they insisted I needed it so I paid an extra $100 for plastic wrapping. They still scuffed up my furniture and damaged my door frame (I have photos of both), left all their wrapping trash in my garage floor, and to top it all off were refusing to put together the two queen beds even though the whole reason I paid this ridiculous amount of money was FOR disassembling AND reassembling. My friend happened to be there and called them out on it so they reluctantly did it. The amount Im requesting back is to pay for cleaning of the furniture they damaged and to fix the door frame they damaged.

  Business Response

  Date: 05/29/2025

  Dear BBB *********************************************** we thank you for taking the time to reach out and express your concerns. Were truly sorry to hear that aspects of your move fell short of expectations, and we appreciate the opportunity to address them properly.
  We want to acknowledge that on May 22, prior to your scheduled pick-up, our team spoke with you to clarify your estimate and address your frustrations. After reviewing your file and discussing the matter with management, a resolution was offered, which included allowing the bins/totes to remain in your inventory without additional charge. Our records reflect that this resolution was agreed upon and noted for processing upon successful delivery.
  
  While we did not receive a follow-up call after that agreement was offered, we understand that new concerns have since been submitted. Please know that we are currently reviewing all aspects of your file, including service quality and any damage reported during the move. We are happy to accommodate your request for further assistance in resolving these matters and ensure your concerns are fully addressed.
  
  To assist in our review, we welcome any photos of the damages you may have documented. While formal claims are processed post-delivery, having this information now will help us take early steps in moving toward resolution.  Claims are process by the Carrier, so those instructions will be forwarded to you to ensure the appropriate timeline to file and complete.  The email you will receive will have step-by-step instructions on where to send the list and photos.  
  
  We understand how important your belongings and experience are, and we remain committed to working with you to reach a fair and respectful outcome. Youll be hearing from us again soon with the next steps.
  
  Warm regards,
  America First Moving Customer Support Team 
  
  

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair 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.

  This happened the end of April and beginning of May, my family and I were looking for an affordable moving company and I was directed to America 1st Moving company. I talked to one of their representatives called Miles ****, he told me that everything for this move would be about $2300, my husband and I thought it was good and agreed. When **** ****** called on Friday, he managed to get our overall payment to $4060. Claims he took things off to make it more "affordable" since he didn't want to to lose my business. But our original cost was supposed to cheaper because we couldnt t afford to pay even over $6000 and I had explained this to Miles **** so they knew about it and still tried to get more money out of us when we tried to stay under our budget. The moving truck charged us to $1100 but they didn't take all our stuff, only want they wanted to take so we left a lot of things behind. They say we now owe them $1700 on delivery for taking half our things. I have gotten a storage unit here so that we don't pay America 1st Moving company for storage of $300 per month and for the main reason of having our things closer instead of back in ******* since the moving truck never made that trip like my family has. I have called to get our things moved but between the employee playing name games when they didn't need my maiden name to bring up the account before and the moving truck company not calling me to let me know they are on their way. I'm worried we won't get our things back and be charged for storage because America 1st Moving company won't listen and cause more trouble. At this point, a refund on the money would be nice and getting what is left of our stuff that their moving truck company cherry picked and not having to worry about paying the $1700 of delivery and $300 for storage since we have been struggling with money that I have explained to this company multiple times.

  Business Response

  Date: 06/03/2025

  Good Afternoon BBB Consultants,

  Thank you for allowing us the opportunity to respond to *********************** concerns. After a detailed review of her file and documentation, wed like to provide the following clarification and timeline of events.
  
  Summary of Charges & Payment Structure :     The total cost of the customers move does not exceed $4,060. Ms. ********** is disputing $6,000, which is more than the cost of her entire relocation.  Additionally, she is still actively being serviced.
  Our moves are billed in three parts: 1)   Initial reservation deposit (paid to America First Moving), 2)  Pickup payment, and 3)  Delivery payment (both paid to the carrier directly).
  
  The initial estimate was created on April 28, 2025, for 311 CF at $4.00/CF, totaling $2,342.61, and the customer paid a $1,169.42 deposit. A promotional and tariff discount totaling $1,000 was applied at booking. This estimate reflected 11 items, 22 pieces.
  
  Revisions and QA Review:     A QA call was completed on May 2, 2025, during which the customer requested to increase the inventory. Her revised volume was going to exceed her budget tremendously within the stated a budget cap of $3,500.  We worked with the carrier to cap the cost at $4,000, applying an additional $300 discount, for a total of $1,300 in savings.    The revised estimate was for 730 CF with 21 items, 76 pieces, and the final estimate was $4,060.01. No further payments were collected, and the balance due to the carrier at pickup remained at $2,890.59. (50% at pick up and 50% at delv.), this is common practice as disclosed within our agreement. 
  
  On-Site & Delivery Status:     At pickup, the customer expressed concern about pricing.  We explained the are the volume and standard taxes/fees as was already outlined in the paperwork form the days before when adding all those items.  The original list was 22 pieces, now we are loading over 76 pieces. She was reminded that canceling on-site would forfeit the deposit. She proceeded, and the Bill of Lading matches the revised estimate exactlyno additional fees were charged.    The customer received 30 days of free storage, and on May 21, she called to update her delivery address. Her First Available Delivery Date (FADD) was set for May 24, 2025. The shipment is traveling ***** miles, and as per policy, delivery is estimated within 314 business days (ending June 12, 2025). We are currently working with the carrier to provide her a specific delivery date.

  Final Clarifications:    * The shipment reflects all items agreed upon in the revised inventory.   *  No cherry-picking occurred; the shipment volume of 730 CF was utilized fully. Total item count loaded: 94 pieces, exceeding the original estimated amount items previously told to us by the customer.   * No monthly storage fee was charged.   *   Drivers provide standard notice calls 24 hours and 3040 minutes prior to delivery.   *  Documentation confirms services matched the signed agreement.
  
  Conclusion:    While we understand ************************* concerns, weve gone to great lengths to accommodate her budget and ensure she received the maximum amount of services requestedwithout any additional charges. A refund or cancellation of remaining delivery charges is not applicable.
  
  Attached are the signed Binding Estimate and Bill of Lading, which confirm the details outlined above. We remain committed to assisting the customer through the successful completion of her delivery. Should any further reasonable accommodations or support be needed, our team is here to help ensure her satisfaction and that delivery is completed within the projected timeframe.
  
  Sincerely,
  America First Moving Customer Support Team 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23388267
  
  I am rejecting this response because: 

  It's interesting that they claim a lot when in the phone calls none of what they claimed happened minus the fact that this is still active is correct. I did not say this was not still on going, nor did I mention that it was over. I mentioned that I wanted my things delivered to the place I told them to take it to after dealing with an employee who thought it would be funny to play a name game with me over the phone. 

  But once again they are making the assumption that I said it was over.

  No one explained to me how this all worked, minus the money and how payments are made in parts, they spent more time telling me on why I should go with their service not how things work within their moving or how much room items took up.

  No, they didnt explain how everything would be more, I did not add more to my relocation load, I asked how much it would add and the employee I talked to suggested I take everything off that was considers too big and would add more money so I did. I took off almost everything and no one told my husband and I how much stuff we had left in numbers. The price according to their delivery team would also be $1700 on delivery, not over $2000 unless their delivery team doesnt know how to do math.

  Besides not helping us pack like we were told, we actually left a lot behind that we couldnt take or switched out what we thought would be more important, because we were worried about the price. 

  I was not informed 24 hours ahead of time that the truck was coming, I was informed the day of, 15 minutes before in fact, I have the text message since he did not call. Thank you for getting that wrong again. 

  All I wanted was my stuff delivered on time, May 24th, we are now in June and I have yet to hear anything from their delivery team about any of my things, so as far as I know, my stuff is gone. As a result, I just would like it if my items would be delivered at the address I called to tell them about, an actual phone call to know when they are going to be at the place so that I can make arrangements to meet them there and the price cut in half since unfortunately my husband and I are still suffering from our current financial problems. 

  I am also attaching the text message between myself and the driver to prove he did not call 24 hours ahead of time. 

  Sincerely,
  
  ******* **********

  Business Response

  Date: 06/11/2025

  Dear BBB Consultants; 
  
  Thank you for your continued correspondence. We appreciate the opportunity to address and clarify the details of your relocation experience.
  
  Communication and Service Overview ~    A)  Our records reflect consistent communication with you on several occasions throughout Mayincluding May 3rd, 4th, multiple calls on the 5th, and again on the 13th and 21stas part of our customer care and coordination efforts.   B)   Your pickup occurred on 05/04/2025, and the First Available Delivery Date (FADD) was noted as 05/24/2025, which marks the start of the delivery window. As per your estimate, 30 days of carrier storage was included in the customer's service plan, a feature often selected for flexibility in delivery timing.
  
  Carrier Updates & Delivery Attempt ~     Weve recently been advised by the Carriers Dispatch Supervisor that:  1) An attempt was made to deliver your shipment, but the driver was informed you were either not available or unable to pay the delivery balance at the time.  2)  As a result, your belongings were placed into storage in ********, as a temporary measure to safeguard your items until you're ready to receive delivery.   3)   Additionally, the carriers office has verified that you were confirmed for an 8:00 AM12:00 PM pickup window the day prior to your pickup, in accordance with standard notice protocols.
  
  Financial Accuracy & Documentation ~   We want to reiterate that:   1)   Your Binding Moving Estimate (BME) and Bill of Lading (BOL) mirror one another exactlyno added charges, no increase at pickup or delivery.   2)   While you mentioned downsizing your inventory, the exact space reserved was utilized and documented on your final paperwork.
  3)  No overages or surprises were added onsite. All charges were consistent with the agreed-upon estimate. 4)   Your BME also outlines the Terms of Payment, which you electronically signed three separate times.  5) We have attached all paperwork pertaining to this relocation in previous answer. 
  
  Standard Terms of Payment (As agreed in your BME) ~  1)   Booking Fee: initial payment to America First Moving, required for logistics and scheduling.   2) Pick-Up: 50% of the balance due on-site, paid in cash, cashiers check, or postal money order, to the assigned carrier.  3)   Delivery: Final balance due prior to unloading, in cash or postal money order only.  **Alternative payment methods must be pre-approved in writingno exceptions.**
  
  Delivery Timeframe & Next Steps  ~  Your shipment, traveling approximately ***** miles, falls within the standard 314 business day delivery window from your First Available Delivery Date (FADD) of May 24, 2025. As of June 11, 2025, we are currently at business day 13 within that timeframe.  NOTE:   Because your shipment was transported on a shared trailer, delivery routing must accommodate multiple customers. This is a standard practice for consolidated moving services and can impact the exact timing of delivery.
  
  *** Following an initial attempt to deliver your items, the carrier was informed you were not ready or unable to remit payment, and as such, your belongings were placed into temporary storage in ********. The carrier has confirmed they will be reaching out again to arrange delivery now that youve indicated readiness to complete the final stepsincluding settling the balance due and accepting the shipment. Once confirmed, the carrier will coordinate release from storage and schedule the next available delivery window.
  
  We understand the stress a move can bring, and our team is here to help support resolution. We suggest that the customer Ms. ******* contact us directly to finalize delivery arrangements or if you need assistance reviewing your storage details and invoice.
  
  Thank you again for your time and feedback.
  
  Warm regards,
  America First Moving Customer Support Team 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23388267
  
  I am rejecting this response because:

  Unfortunately, they might have documented calls but no phone calls came to me during the 13th and 21st, since I the customer was the one that made those phone calls to the company to try and get information about where my things ended up. Only to get told that they didnt leave ******* like we thought and to try and sent up a delivery date that would work for my husband and myself. We were not informed that this delivery was going to be a shared delivery that it will be where we want it to be after 7 days. The employee I talked to never mentioned that it would take the moving truck company 16 days to get our things to us at the most inconvenient time.

  On the day of pick up, while yes things were removed to make room for other things, the driver did inform my husband that he would add an extra $700 to our bill and said it would be added to the delivery price. So yes, the price has changed to $1700, Im sorry your driver didnt tell your company what happened on the day of pick up.

   

  Also when I was called no one told me that our things were going to put in a storage here in ********, I told it would go back into storage but not where and was informed me that it would cost us $700 to re storage everything along with however much your company will charge me for it to be in storage. So I was under the impression that I had lost everything since I responded that I cant come up with the money to pay for re storage and the employee made it sound like our things were going to most likely be dumped somewhere since we cant pay.

   

  Lastly, the carrier didnt say they were going to call again or reach out again, they told me to have a nice day and hung up, so I dont know why the carrier claims they will call again later since no one has tried to reach out to me since Monday June 11th, 2025. I did tell the carrier when my husband would be paid and yet no one has called, my number is the only one that should be on the account.

   

  I only have $2400 in cash, that is more than enough and if there are any more fees or anything added that would mean paying more, than Im sorry but you will unfortunately have to keep my things, since I could use that $2400 to try and get a place to live but to get this over with, I have to pick this over that since my husband and I have stressed so many times that we dont have money to spare but yet all the fees and what not keep showing up. 

  
  Sincerely,
  
  ******* **********