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:12/19/2024

  Type:Delivery 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 pickup was on November ******************************************************************************* a text to deliver on Tuesday instead they call at 9pm on Monday night to deliver and the place is closed and I have not heard from them as of today and I dont know where my delivery is located3

  Business Response

  Date: 12/19/2024

  Greetings BBB Representatives;

  As we sincerely apologize to this customer for the inconvenience of the transit time of her shipment.  We have on record that our staff has been in communication with the customer as well as advocating their behalf as the moving coordinator to the carrier, seeking delivery updates.  Our delivery timelines are based on when the customers ****************** able to accept their delivery, this is called the **** or First Available Delivery Date and the distance to be traveled.   This information is also printed in detail on the moving agreement. The pick up was 11/11 and the **** 11/13.   We also print important information in Section  ESTIMATED ARRIVAL WINDOWS that outline what to anticipate and the regulations that the carrier (movers) must abide by.  They are allowed up to 30 business days  from the **** Date to deliver before penalties apply.  They can use the full 30 business days if necessary due to mechanical or weather conditions that are currently happening. At the moment, the customer is still within that window of delivery.  The shipment will not be considered tardy until after the 30th business day. That day does not arrive until after the holiday.  We see that per our notes, on 12/04, we received a new delivery address from the customer which we updated the carrier that day. Then on 12/10; as per dispatch "Shipment is loaded but truck is having mechanical issues so theyll send it soon, truck was hoping to be in transit that weekend.  On 12/17; as per dispatch "The truck is on its way, but it is making other deliveries. Checking in with the Driver.   We have kept the customer informed every step of the way. It is unfortunate that this delay has affected them in a negative way.  We will reach out to see what we can do to assist. 

  As far as the customer disputed $3,000; AFMS secured a deposit for coordinating services of $670.37.  Any remaining monies paid goes directly to the movers at pick up and delivery.  The payments are split up this way to assist customers so they do not have to pay large sums at one time.    We have also attached documents with highlighted areas that pertain to this topic and support our position.     But again, our main goal is to make sure each customer gets the attention they deserve and hope to find a positive solution to their issue.
  
  Thank you for your time and consideration in this matter. 
  America First Customer Support Team 

  Business Response

  Date: 12/19/2024

  STATUS UPDATE ~ 
  
  We have reached out to the carrier office again for more details and have been provided this update:
  
  12/19/2024   (1:16pm EST)   
  The truck is on its way and will be delivered tomorrow.
  
  We hope this message reaches you in good health and spirits.

  Sincerely;
  American First Customer Support Team 
  

• Initial Complaint

  Date:12/12/2024

  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.

  I hired the company to move my belongings interstate and signed the estimate contract on July 8, 2024 for about 600sqft for $4k. Two days before my move, upon confirming my stuff, this is where the problem begins. The initial call in early July forgot to add some bedroom furniture. That along with other stuff brought my new sqft to 1100. I was upset that I didn't carefully triple check the inventory so that's on me. However, the new estimate was almost tripled at 11k. I asked the manager, how's that possible. He gave me some lame excuse. I was stuck. Two days before my move and I have to significantly overspend. We went through inventory again, cut to 900 sqft at 7k, so had to pay 3k extra. After that, these guys were useless. They don't do anything. My stuff arrived at the last possible day (30th business day or 6 weeks after my original delivery date). When you call to inquire, they say anything but the truth, which is that your stuff is put in a warehouse the day after pickup and stays there for the entire 6 weeks. The delivery guys were unfit, complained, and insisted on tipping them or they wouldn't empty your stuff. I found these guys online. They change their company name so it lists them as new so just be careful *** quadruple check your initial estimate inventory.

  Business Response

  Date: 12/13/2024

  Greetings BBB Representative;

  We believe there may be some confusion on the customers documentation and timeline of events.  We will be happy to show that the customer was not over charged - that the movers onsite matched our estimate perfectly.  The Estimate attached by the customer ** Chauradia, was the original estimate from Monday, 06/24/2024.  Those details include space reservation 655 CF @ 4.35 per CF of volume, the Total Moving Estimate  $4187.64 & the Customer Deposit was  $1501.00, which was secured.  Articles List 21 Items, 71 Pieces ~  Reservation was completed.   Then we have a process called ***************** or **.  That is usually done 1-3 days before pick up to allow the customer to make changes if they want to.  AJs ** call was completed on Tuesday, 07/09/2024 12:20:07 PM (see attachment).   There was an increase of items and added space.  New Space Reservation was for 938 CF @ $4.35 per CF of volume;  Articles List 23 Items, 95 Pieces ~ Total Moving Estimate  $7,162.46  Customer Total Deposit  $3,312.46 (meaning the ** Payment was $1,811.46).  We have the ** Authorization to prove that if necessary.  After the ** is completed, the pick up confirmation is done, AJs pick up window was  Wednesday  07/10/2024  - Thursday  07/11/2024.    Our records show that the ************** provided *** for THURS 7/11 with the truck arriving between 12pm - 2pm. 

  Customer AJ attached the *** handwritten by the Movers onsite SKY Moving (industry standard). Looking at the documentation, the customers onsite paperwork   matches our estimate perfectly.  The customer was not charged any additional funds for services, the amount paid is exactly as we provided, balance due $3850.00 (50% due at pick up $1,925.00 and 50% due @ Delivery $1,925.00).  

  We understand that when customers have to pay more for the space their belongings are going to need, it is a shock and can be uncomfortable. However, there were no errors performed on this job.   The customer needed the additional space and as the coordinating agent we took the additional items, remembering that the original list had only 71 items, and after ** the customer had 95 items and 283 CF of more space to hold the increased items list.  We will be more than happy to communicate directly with the customer to resolve any outstanding issues since ** is displeased with some of the events that happened.  We will attempt to offer resolution. 

  Thank you for your consideration in this matter.
  Customer Support Team 
  ********************  

• Initial Complaint

  Date:12/09/2024

  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.

  Review:I gave them an $800 deposit and didnt hear back until the day before my scheduled move, which I thought was fine. They called to get a box count, and when I told them how many boxes I had, they advised me to reduce the count by packing items into dresser drawers and securing them tightly. The next day, the movers arrived, and the first thing they did was check the dresser drawers and tell me they couldnt move the items as packed. I said that was fine, and I would repack them into boxes and pay extra if needed. While we waited for someone from the company (I believe her name was *******) to call back about the boxes, I casually mentioned to the movers that there might be delays due to a hurricane in *********. Thats when one of them told me something shocking: they werent the ones taking my belongings to ********Instead, they explained my items would be taken to a warehouse, where it could take up to 14 days for another truck to pick them up. Once in *******, the items would go to yet another warehouse, where a local moving company would then deliver them to my home. This entire process could take more than 30 ******* that point, I reached out to America First Moving urgently to clarify, but communication had completely broken down. ******* wouldnt call me back and insisted on texting, even when I explained the issue was too complicated to resolve via text. She said she was on another call and never followed through with my request to have a supervisor call me back.Frustrated, I canceled the service because I wasnt willing to let four different companies handle my furniture and wait over a month for delivery. After canceling, I received an email asking why, and I explained that if someone called me, Id be happy to discuss it further. Four months later, no one has called.Ive disputed the charges, but so far, I havent received any refund. They also dont disclose upfront that it could take over 30 days to receive your belongings.

  Business Response

  Date: 12/10/2024

  Greetings BBB Representative;

  We apologize that the customer did not have the stellar move she was anticipating.  However, we have communications that outline details that have been shared to assist in getting the correct information to the customer in a timely fashion. We thank you for advising our office of this issue so we may address it.   Due to the details listed within Ms. ******** file, we can confirm that she secured an $800 deposit for relocation services on 7/03/2024.  Ms. ******* has some specific request to use a credit card for her pick up payment which was recorded and approved.   Her pick up services were confirmed for 8/14/2024 between 9am-12pm for 555 cubic feet for a total of $2746.21, of which $800.00 deposit would be deducted. 

  Each of our customers has the opportunity to save or print the Agreement with our Terms & Conditions.  -OR-  a customer can even ask for a copy to resent their email if they had lost the original email in their inbox.  We have attached the *** Agreement with each area highlighted that pertains to each one of Ms. ******** concerns. 
     *  Additional Services (only if applicable)  and what the Customers responsibilities are to prepare for the move.
     *  Cancellation Policy
     * Estimated Arrival Items for travel based on Distance (customer traveling ***** miles which is approx. 2-10 days in transit)
     * FADD is explained 
     * Agents and protocol if exclusive or expedited delivery NOT purchased 
  
  As you can see, no fine print, and we disclose all this important information.  It is the customer's responsibility to be aware of the conditions and important information with the document to which they are abiding by.  So after the customer was not happy about the turn of events onsite at the pick up (increase of cost due to more services needed required by Regulations ~  i.e. packing cost & increase of space) we were advised by a Customer Support Agent that the customer kicked out the crew not picking up.   When our Department Supervisor attempted to contact her to discuss the onsite cancellation by the customers request, there was no answer, and her VM was full. An email was sent to the customer as well to make contact in this matter.  The outcome was not successful.  A month later, our ****************** refunded the customer the deposit.  There has been no contact recorded, in either phone calls or emails to our office since this event.  However, the ********************* can not refund a customer who has disputed funds by way of the credit card or financial institution.  We do not fight the dispute so the funds can be returned back to the customer.

  Due to the onsite cancellation, this action does not qualify a customer for a refund.  This is why we reach out to attempt to resolve the matter amicably.   Ms. ******* did not answer us, reply to us or call us back.  The customer received a portion of the deposit due to the dispute.  Our records show $500 was allotted back to the customer by her card provider.  That was posted back on 9/30 so funds were returned to her.  We understand that Ms. ******* is upset about the events from the pick up, however, our company applied at every point services that we outline in our agreement. As her Moving Coordinator, we prepared the estimate, got a discounted rate, prepared the inventory based on the information she provided, answered questions and assisted with Customer Support, reviewed in ****************** assigned the carrier which arrived onsite with a crew of movers to perform services.  She opted to cancel onsite, which is her right as a consumer.  Per our terms and conditions, a customer who cancels while the crew is onsite  is not eligible for any compensation.  We saw that it would be a positive gesture of good faith to refund the customer even though we did not perform her relocation. 

  We apologize that she feels that the experience was not a positive one however Ms. *** did not allow us to help in the resolution portion of the matter either. 
  
  Thank you kindly,
  America First Moving Services Customer Support Team 
  

  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22662131
  
  I am rejecting this response because: they have not refunded any of my money. The deposit was paid out of two different accounts and neither has been refunded. Also, I called them numerous times and never received a call back. Im sure I could go pull phone records and show this is true. All I want is my money refunded. The first thing they said was that they issued a refund then they said that I disputed it and my cardholder issued a refund neither is true. All I want is my 800 back. They didnt perform the services nor does their contract state that it will be more than 30 days and 4 different companies handling your belongings. 
  
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 12/13/2024

  Greetings to the BBB Representatives;

  Due to our company's terms and conditions, a cancellation onsite during a pick-up makes the customer ineligible for a refund.  However, because of the circumstances surrounding the events and the issues reported & after we received the dispute transactions from the customers card merchant, we opted not to fight the dispute and allow the funds to be returned to your card.  This attachment shows that on 9/28/2024, we were advised that a $500.00 charge on card ending (9560) was disputed and America First would not be challenging the dispute.  This means that the funds were withdrawn from America First Moving Services ' account and returned to the cardholder.

  This document shows that action took place.  Whether *. ******* continues to say she never disputed or never received the funds back, this is the documentation we received pertinent to this matter.  

  Our Cancellation Policy is reflected in your Binding Moving Estimate, which Ms. ******* signed and agreed to when signing up for this reservation service shows that she is ineligible for a refund.  ************** Team has decided due to the situation that unfolded, and working within the parameters of the Cancellation Policy, and $800 Deposit, your dispute for the $500 was won and returned.  Our Standard procedure (outlined in the agreement)  would return approx. a third of her deposit.  We thought a better resolution would be not fighting the dispute $500 Dispute (which she was awarded) and for our Administration Fee, Merchant Fees, and Insurance covering the crew that arrived onsite, the $300.00 not awarded to you by your card company will be held for those fees. 

  Even though Ms. ******* feels that is unjust, and demanding a full refund, we believe this is a fair solution for all parties involved.  We have attached redacted copies to protect sensitive information pertaining to this file.  We have also communicated with the original documents to Ms. ******* so she has copies of the ** Auth. Form and Merchant's ** Dispute & Award document for her records.  We honestly thought this was resolved back in Sept. when we received the Dispute Notification and awarded to you by that merchant. 
  

  Thank you for your consideration and time in this matter and have a great day. 
  Customer Support Team 
  ********************

  Customer Answer

  Date: 12/13/2024

  I called my bank yesterday to inquire about the $500 and they investigated it and refunded the $500. That just happened yesterday though. I feel like I should be refunded all of my money due to several factors. One is the crew that came out to my house never touched one box. They stood in my yard the whole time. Second, the contract does not state that it will take over 30 days for my furniture to arrive and that it would be moved a total of 5 times by 3 different companies. That was never disclosed. If someone from Americas first wouldve called me and been truthful and disclosed everything we wouldnt be in  this situation. The fact that at the last minute I had to rent a U-Haul and load it myself costing over $1700 just for the truck itself should be enough for them to admit they didnt disclose everything and refund the rest of my money. If my moneys not refunded then Im taking to social media and every other resource I can think of to insure that this doesnt happen to anyone else. Negative word of mouth spreads very fast! 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:12/05/2024

  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.

  Every week or so I get two missed called from this company where leave a fake voicemail from "Cassanda" with "the moving company".I'd call the number back, act like I needed the service, just to confirm this spam calls are coming from America First Moving.Each time I'd make it clear I moved back in September (It's now December) and that they needed to stop calling me. They apologize and say they'll take me off the list but call again the next week.

  Business Response

  Date: 12/05/2024

  Greetings ***** & BBB Representatives.

  We would like to address and acknowledge your concerns of the office making numerous calls to your home/cell number.  We can state that the file is notated with the progress as you attempted to work through some relocation details with an Agent on our Staff from August to September.  However, as of September 3rd, we have noted that you were able to renew the lease at your current residence and had opted to stay in ***********, *************  We then DNCd your file completely.  
  
  Even with our action taken, we apologize if our telephone system has contacted you, which it should not have done so since your number was actively removed from our database. Because you are making us aware of this potential database glitch, we will take an additional look into the matter to verify that the number as removed and deactivated.  No further action is required at this time.  We sincerely apologize for any inconvenience this may cause in your daily routines. 
  
  Thank you for your continued patience in this matter.
  
  Best Regards,
  America First Moving Services Customer Support Team

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22643985
  
  I am rejecting this response because: you haven't done what you said you would. About an hour after your initial response to this complaint I received spam email from your mailing list which I've never been signed up for and have not received anything from until now. Kind of feels like you signed me up for it in retaliation for filing this complaint.

  Then today Dec 10th at 10:50 a.m. I received another one of your spam phone calls from "********* with the moving company".
  
  
  

  Business Response

  Date: 12/11/2024

  Again, we apologize for the inconvenience however, "*********", has not been apart of our company for a few months now, She has moved on to a different employment opportunity.  And no, we did not sign you up for any email list.  We do not behave or  act in that type of manner.   Your complaint has been noted and closed since you are not a part of our customer list.  We wish you the best and have a great day. 

  Sincerely, 
  AFMS Customer Support Team 

  Business Response

  Date: 12/11/2024

  Greetings BBB Representatives;

  This is an old created file from Aug. 2024 and closed in Sept. 2024.  It was then soon archived in our database.  By taking this file out of our archives to identify him due to this complaint, made the information active again in our system.  He had been archived for several months already.  Unfortunately, by pulling him out into a viewed state again, our system automatically follows-up with all non-customer files.  We have submitted to our IT ***** to have his file wiped from our system completely.  It just seems in this situation, no matter which move we make, this individual is going to complain that we are not accommodating him.  We ask that this complaint be closed out since we are complying with these requests and deleting his information.  

  Thank you for your consideration in this matter. 

  Customer Answer

  Date: 12/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although this garbage company is trying to play the victim here by claiming that no matter what they do, I'll still complain, I find that this resolution is satisfactory to me as about a week as gone be and I have not received any more phone calls or email correspondence from them.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/03/2024

  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.

  I booked this moving company to move my stuff from ***********, ** to *************, ** and received an estimate of ******* with a bill of landing number *******. While paying the initial amount the business agreed to deliver my belongings within no more than 21days from the pick up date and my stuff was picked up on Nov *******. I paid ****** on my credit card and they charged 808 in cash when picking up and agreed to pay another 808+ on delivery. The company called me on Nov ***************************************** 5 days and now Dec ****** the driver calls me and say that he can not deliver my stuff until at least 10+days and he is still in ******. When contacted the company is saying they dont have any control over the third party drivers and they can do nothing about it. The initial booking was done when both parties agreed to deliver my stuff by the end of Nov.

  Business Response

  Date: 12/04/2024

  Greetings BBB Representatives;

  We are sincerely sorry for how Raja feels about the transportation of his goods.  There was no malicious intent as we prepared each of our customers with a very clear estimated timeline based on the customer's ******************** Available Delivery Date (****) and the distance to be traveled.   Also, we do not see any communications in our Customer Support Team seeking assistance or answers.  We have reached out to the ************************* to get an update on your behalf.  To review the details we have on file for you ~ you booked Thursday, 10/17/2024 for a cross-country relocation for  300 CF of volume at a rate of  $4.75 per CF of volume.    The inventory list presented consists of Items List: 8 Items, 11 Pieces.   Origin Location ********************* commuting to Destination of *************,  CA 94103.  That is approx. ***** miles of travel.   Your pick-up was scheduled for 11/16/2024 with a **** Date of 11/20/2024.   Based on this information we can present this data to you to better prepare a customer for what to anticipate in the coming days/weeks. 

  ESTIMATED ARRIVAL WINDOWS (which is displayed in their contracts)
  Please note that all dates and times requested, and or provided are estimates only and, therefore, are subject to change in real-time due to unforeseen delays, traffic, mechanical issues, weather conditions, scheduling conflicts, miscommunication, and acts of god, among other reasons, and are not guaranteed. This applies to both pickups and deliveries.

  Distance                               Estimated business days in transit
  0 - 500 Miles                                          1 - 7
  501 - 1000 Miles                                    2 - 10
  1001 - 1500 Miles                                  3 - 14
  Over 1500 Miles                                    7 - 21

  Expedited Delivery Services are available upon request for an additional fee.
  The delivery schedule starts from the First Available Delivery Date (****) reflected on the Bill of Lading. Carriers will aim to deliver on or soon after the **** whenever possible, but it's not a guarantee, and are legally allowed up to 30 business days of transit time in the rare event of major delays before compensating.
  
  Pick-up Date:  11/16/2024  Saturday            **** Date: 11/20/2024  Wednesday      Exp. Date 30 business days: 01/01/2025  Wednesday
  
  Today is the 10th business day from your **** of 11/20.  The 30th business day expires On Wednesday 01/01/25.  The ***************** allows carriers to use "up to" 30 business days to deliver.  It does not mean it will take that long, we just have to disclose this to our customers so they are aware. If for whatever reason, they exceed the 30 business days limitation, you the customer receive a discount off the balance due based on their per-diam daily tariff. But that only happens if they arrive after the deadline of 01/01/25.    Please allow the Carrier's ************** to work on a reply and note the highlighted time frame given and the Dispatcher can plan the delivery routes accordingly.  We have reached out to them only to be told that there are no issues or problems with the truck, route, or shipment.  They have not received any calls stating there are issues or complaints either. As we stated before, there are no calls recorded reflecting raised issues or problems with your shipment's timeline. 

  We were actually blind-sided by this complaint since the customer has not reached out in any form (phone, text or email) seeking assistance or asking questions.  The Customer has been phoning the driver directly getting the most up to date information and is not pleased with what they are being told.    The driver is still in transit and must abide by regulations, time in, and breaks.  He is traveling on time and has not fallen behind schedule at all. He's making the best time as he continues to commute and perform services along the way.  You are not on an exclusive truck where you are the only customer in transit.  There are several other shipments all traveling in a similar direction.  The route is as follows:  The truck will be in ******* and then to ***********, ***  Then his next stop is in *******. Only 1 stop. Then to **********. 1 stop in ********* and then to ******************  Then to the ******** to see you.   The Driver has been on time, upfront, and honest about time travel time.  But let me address something you posted as well: " I was quoted $2,338.75 and assured delivery within 21 days". The **** of 11/20 - today is the 10th business day and the driver is expecting 1 more week before arriving. Not exceeding the deadline as determined by the Regulatory Bodies to govern.  

  Being that the customer is not speaking to our staff; what can we do to assist in resolving this matter or at least attempt to turn this poor experience into a better one?   How can we assist you in getting you details you are seeking?   Please allow our team to assist and provide clear information to you based on industry standards and regulations to be followed.

  Thank you kindly for all your help in this matter.
  America First Moving Services Customer Support Team 
  
  

  Business Response

  Date: 12/13/2024

  DELIVERY UPDATE:

  Customer was delivered yesterday Thursday 12/12/24, within the Delivery guidelines of the contract (16th BD from the **** of 11/20).  The carrier was NOT tardy performing the delivery.  Customer was gracious and polite to the crew who arrived to offload her belongings into her home. This file is considered closed at this time since no further action is required. 

  Thank you  

  Business Response

  Date: 12/19/2024

  ADD'L Information: 

  We have heard the customer's concerns on the delivery matter and offered good faith gesture for the inconvenience.
  We are be able to close this file.

  Many thanks and have a blessed evening. 

  Happy Holidays !!! 

  Business Response

  Date: 12/24/2024

  STATUS UPDATE  ~ 

  Our *************************** was able to offer a positive solution due to the inconvenience this customer experienced so we can close this file on a positive note.  We appreciate their feedback as well as the BBB for allowing us to come to a good outcome for both parties 
  
  Thank you and we wish you a very happy and merry Christmas. 
  
  America First Customer Support Team 

  Customer Answer

  Date: 12/26/2024

   
  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.
  
  Sincerely,
  
  Raja Settibathula

• Initial Complaint

  Date:11/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thanks for reviewing the case. We are devastated from the scam we experienced - we're moving due to impacts due to Hurricane ******.We were quoted $2800 from America First Movers. We were told we would be contacted 72 hours before our move date of 11/26 or 11/27. We received no call by 11/25, and when we called, the move was re-estimated to cost $7200 total with immediate deposit increases ($2371 - to ************************************************** of *************) on the spot or they wouldn't show up. This quote was based on cubic feet. If we cancelled now, it would not be eligible for refund because it was 72 hours after the initial quote for $2800. We were given notice around 8pm on 11/25 that the movers would be showing up between 10a-2p on 11/26 - less than 24 hours notice. While the movers were present, we communicated as best we could (there was no one that could communicate in English at the business capacity needed - though they were kind and efficient) that we needed to be given a heads up if our items were exceeding the quote. We knew the brokers were acting shady, so we said it multiple times.When the truck was 90% full, we got a call from "********************" (we have no idea who this was) that the price was going to be $8000 total, because we had "too many items". No one communicated about this until then. The moving truck was loaded, and blocking us in our driveway. We asked for them to work with us on price, and were promised a call back. 2 hours after, we tried to call back 2x and the number didn't exist. The movers were able to get ahold of their boss, who refused to let his movers leave until we paid an additional $2398 on the spot, via Zelle. The email address provided didn't exist in *****. We were then told that if we paid via credit card, it would have a 6% processing fee. We are no now longer able to access the quote online, and the last we heard our items were headed to ********** (we were told they would be in *******, **).

  Business Response

  Date: 11/29/2024

  Greetings BBB Representatives;

  We are saddened to hear this development from our customer.  As we look through their file, they have not contacted us as their broker to bring any of these issues to our attention so we can advocate on their behalf.  From what we can see, a ***************** phone appointment was conducted prior to their pick up, and the customer s added quite a bit of items that were not previously listed on their original estimate and inventory list.  However during this call, the customers became upset due to their overall increase, and Mgmt. stepped in to apply some discounts, even though their space reservation went from Signed up on Tuesday, 11/12/2024 01:55:11 PM (ET)  506 CF - Articles List 13 Items, 45 Pieces to  QA revision on Monday, 11/25/2024 04:01:58 PM (ET)  987 CF - Articles List 32 Items, 72 Pieces. We offered a $600 refund while keeping their space reservation at 987 CF, not lessening the space allotment. The total deposit was reduced down to $2,956.31.   As for the *** Confirmation, we followed standard procedures, each customer is contacted ***** hours prior to the assigned pick up time, which we did.  All customers are contacted the afternoon prior between 2-6pm, again which we followed.  When the moving crew arrived onsite 11/26,  our staff received a call from the customers regarding possible revision to the agreement.  Again, when  attempting to step in to offer assistance, our Agent who answered their call reached out to the carrier to gather additional details.   When asking what the balance is due and why, the customer hung up while being on hold for 2 mins - tried calling back twice - wasn't able to give him the information, the customers ******** or ******* would not answer our calls.  

  As their moving brokerage, we are more than happy to review the steps taken onsite with the carrier to make sure the industry proctors are followed.  It sounds as if the customers are blaming us for actions the carrier performed at the residence instead of allowing us to resolve any issues on their behalf.  The crew's behavior, the payment method options are not under our control.  And carriers charging a merchant fee of 4-6% is standard.  We understand that moving can cause unwanted stress to a client and we absolutely want to help in any way possible.  But if we are not given the opportunity to listen and resolve these matters, only take criticisms and poor review when we have done nothing but offer discounts and attempt to offer assistance.  

  Moving forward to place a resolution, we have requested the paperwork from the pick up so our Team can look over what type of scenario the customer has presented,  what ******************** were performed, to verify that these service fees are correct, and the calculations are accurate as well.  Should we find any errors, we will have those corrected.  We ask for ample time to work with the carrier on behalf of ******* ***** / ******** ******.  We believe we can have this sorted out amicably.  The paperwork is necessary at this point to determine the finalized volume of goods transported along with the customers overall item count which will be recorded on the inventory list.  These are essential documents to resolve any type of dispute of this nature.

  ******** ******; we hope you allow us the opportunity to look into this matter on your behalf.
  
  Thank you kindly and we look forward to a positive and quick resolution.
  America First Moving Services Customer Support Team 
  

  
  

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22615887
  
  I am rejecting this response because:
  

  - We don't have receipts of proof of our payments
  - America First Moving did not honor our agreement to call before our items were in transit, which was documented over email. Because of this, our belongings showed up before we were living in our house. We had to procure a storage facility, and now will have to pay extra movers. We are trying to work with America First about getting a refund of the broker fee for the lack of communication and the incredible amount of stress we've been under.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 12/10/2024

  Good Evening ~ 
  
  The Bill of Lading is the contract with the payments recorded from the client.

  The Bill of Lading has signatures from customer and the carrier acknowledging that the funds were submitted and processed accordingly. 
  Individual receipts for each payment are typically not printed receipts unless requested.  
  We will have the **************** release the payment documents directly to the customer via email to protect their financial information. 
  The payments submitted to the carrier we will not have records of since the carrier is their own corporation and we do not have access to their financial records.  However, we can ask them - but if the customer paid via Zelle, there should be an electronic receipt for that payment in their records already. 

  We have communicated this with the customer as well to keep all parties on the same page and hope this can be resolved. 

  Thank you Kindly.
  America First Customer Support Team 

• Initial Complaint

  Date:11/20/2024

  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.

  I hired America First Moving to move my son's furniture from ******* to ************ on September 18, 2024 for $2,896.43. It was subcontracted to No Borders Moving and they picked up the furniture on September 21, 2024. The original estimate provided by America First based on the mileage was 3 to 14 business days. On Oct 16 we provided a change of delivery address to *******************, ******** and at that time our furniture was still in a warehouse in *******. As of today, November 20, the delivery has still not been made and no delivery date has been provided. We have consistently called and emailed asking for an update on delivery only to be told that we will be notified 24 hours in advance, but have been given no estimate on delivery date. We have been more than patient with these two companies but we have reached a point where we need help. As of today, it has been 43 business days since they have had possession of our furniture. Thank you for anything you can do to assist.

  Business Response

  Date: 11/20/2024

  Greetings BBB Representative;

  As we are truly sorry that the customers shipment has been delayed and they have been inconvenienced by this tardiness, the customer has been updated every time new details have been presented by the carrier office.  We have explained to Ms. ****** that the days of this service start from the First Available Delivery Date, not by the pick up date.  The **** in this case is listed as 9/27/2024. The carrier has up to 30 business days of allotted time to deliver a shipment to the customers destination.  That date begins at 9/27 and would expire as of Fri. 11/08.  The carrier is 8 business days tardy and the customer is allowed compensation for the late arrival based on the carrier tariff.  AFMS have advocated on the customers behalf, however we are not in charge of their scheduling or planning of the routes for services.  The carrier will be the vessel to get those details coordinated.  There is a per day rate that will be deducted or discounted off the customers final amount due as per the Bill of Lading at the time of pick up.  The days will be calculated and subtracted from the amount due as compensation.    The last update provided by the *************** was presented on 11/19/2024 05:27:05 PM  As per Carrier ~ SHIPPING OUT THIS WEEK WILL NOTIFY US WHEN IN TRANSIT.  Again, we are terribly sorry for the inconvenience of this delay the ****** Family has endured and we will continue to monitor the matter as it progresses into its final stages of the relocation.  Delivery will be taking place in the matter of days and the customer will be notified of the drivers arrival the day prior with a courtesy call giving ample notice of the trucks arrival to the Black Hawk, SD.

  
  **Please see attachment, is the customer's digital and signed Interstate  Bill of Lading and we have  highlighted area reflects the compensation on page 2  if shipment is tardy at the time of the delivery, page 4 outlines what an **** is and the definition **

  
  Thank you for your time and patience in this matter.
  Best Regards.
  America First Moving Service Customer Support Team
  

  
  

  Business Response

  Date: 11/22/2024

  
  Customer Care    Friday 11/22/2024  @ 5:55?PM
  to ***** Griggs 
  
  Update on the delivery status of your shipment: 
  Per Dispatch - the shipment is in transit and will be delivered in the upcoming week. 
  We will check after the weekend on the location 

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22581417
  
  I am rejecting this response because:

  my furniture has not yet been delivered  I will accept a response once this occurs  

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

  Business Response

  Date: 11/26/2024

  STATUS UPDATE:
  
  Our Manager had the opportunity to speak with your son today in regards to this matter of the delayed delivery.  America First is  advocating on your behalf to the carrier who is in possession of the shipment and has become tardy.   It is within our power and we have preapproved a courtesy refund of what you paid the carrier for their delay - all we ask is that you place the negativity on the proper company as we continue to advocate for you as our customer.  Please allow our Team to help find a positive resolution to this issue as we work with the carrier's Management on getting the truck to your destination.  We understand that the balance was paid at the pick up, we are more than happy to make sure you are properly compensated as we work together as a team to get your goods delivered to you.  Our goal is to get your shipment delivered by No Borders and make sure that your file is properly handled. 
  
  Please contact our Management Team at the toll-free number or the Customer ************* or you can schedule a phone call via email, so we can take the necessary steps to get this resolved.   We look forward to speaking with you or your son at your earliest convenience.  Thank you and we hope you have a pleasant evening.
  
  America First Moving Services Customer Support Team 

• Initial Complaint

  Date:11/09/2024

  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.

  Initial estimate thousands different than second with updated list. Unable to forfeit deposit and opt out of moving company; threatened with more fees to trap me. Pickup was 9/29/24. I requested the 28th. No show and no information until a call on the 29th when at my home at 8am. Only one *** showed up until 11:30am. The main *** was rude and barely spoke English. I was told by the company when I paid first and second deposits that I could use a credit card for the pickup. Untrue. By 6:30pm on a Sunday they were done loading. Then they decided to tell me, no credit cards. No banks open obviously to get a wire or bank check. I asked for a photo of the ***s license to get name and information in case this was a scam. He wouldnt give it to me. My items were moved to a warehouse in ***********, ** for about 3 weeks before making the move to ** and then finally SC. The final transaction was on 10/22/24; total cost of this nightmare was $7518.13. Cash was required at pickup because the *** said he needed to pay his ***s and fix his truck. For drop off of my belongings, it was almost a month after pickup. Told for the mileage it would be 7-10 days. I called for updates daily and no one knew what they were doing and referred me between offices in ** and **. They arrived when I had to leave for a conference , so I had family present for the drop off . Instead of showing up at 8am as they told me (during a 9pm phone call I received the night before), they showed up after 5pm. My mother was home alone with these men for this process. They broke/damaged/defaced my dresser, bookshelf, electric desk, and my headboard. They only paid me back for my electric desk $150. Upon leaving, they didnt close the door or garage behind them, letting my two dogs run off when let out of their confined area. This company was overall rude and unprofessional. The whole thing felt like a scam. I will literally never use a moving company again because of these people.

  Business Response

  Date: 11/12/2024

  Greetings **** ******* & BBB Representative;

  We apologize that you did not have the stellar move you were anticipating.  However, we have communications that outline details that have been shared to assist in getting the correct information to the customer in a timely fashion. We thank you for advising our office of this issue you are having with your driver. We had the opportunity to look into your concerns about your delivery taking almost a month to arrive at your destination and find out what seems to be going on with your driver.

  First, we reviewed the facts with the account; it displays your pick-up services that took place on Sunday 9/29/2024 in *****************   Your First Available Delivery Date (****) is Tuesday 10/08/2024 in Travelers Rest, SC 29690.   Please be aware: The delivery schedule starts with the First Available Delivery Date (****) reflected on the Bill of Lading.   Carriers will try their best to deliver on or soon after the ***** but it's not a guarantee, and are legally allowed up to 30 business days in transit time.

  * Your **** Date is 7 business days after your pick up.
  * Your Driver is attempting to Deliver 11 business days after the **** date.
  * 501 - ***** miles has an estimated window of 2-10 days in transit
  * By regulatory guidelines, a carrier has up to 30 business days to deliver a customer`s shipment starting from the **** Date (not the day the pick up to place).

  So the driver seems to be attempting to arrive within the very close window of the estimated timeline we present in our documentation.
  Second, your driver requested cash. In your paperwork (both the Binding Moving Estimate Agreement and the Bill of Lading) the delivery will be performed only after an acceptable method of payment is submitted.   *** says: "Upon Delivery, the final balance must be paid to the Carrier in full prior to unloading by CASH or POSTAL MONEY ORDER only" & in the *** says; "At delivery, the remaining balance is due before unloading in the form of *********** Money Order or Cash only".

  Also to address any damages or lost items from your shipment; a separate email has been forwarded to your inbox that has instructions to follow pertaining to claims.  Please submit the necessary details to the proper companys procedures.   Per the paperwork, in the *** and the ***, are attached with highlighted areas pertaining to some of the topics in question.  Again, please check your email inbox for additional information and instructions on how to file and what office to contact. 

  Thank you.
  Best Regards,
  America First Moving Services  
  

  
  

• Initial Complaint

  Date:11/05/2024

  Type:Order 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.

  DO NOT BELIEVE the POSITIVE ****** REVIEWS for America First Moving. As you can see by this and any other BBB reviews, this company scams people.Our move from ** to ** involved two separate companies, America First Moving and a local moving company. America First Moving (we learned later the hard way) is a broker company that hired the other company.- They scam people who are in the middle of extreme stress of moving by jacking up the price a few days before the move (in our case from $14k to $38k) when they are trapped/stuck with no other options, having already paid large non-refundable deposits.- They do this by asking two different sets of questions - one when they first give the quote (asking what you own), and one during the "quality assurance" call. This second set of questions is much more detailed, forcing people to list more items. In our case, we had WAY LESS stuff at the second call, as we had gotten rid of MANY things, and yet our price was over 2.5 times more.- They then hire companies to do the actual move. In our case this was a ********* family company with one beat-up truck & one rented Enterprise truck. They spoke little/no English, were multiple hours late each day, packed multiple boxes half full (and we were paying by the cubic foot), and damaged many of our items. (I don't have the space to explain what all happened here, but I am attaching all 3 "estimates" we were given. The amount we actually paid was $20,843.87.)I sent a written complaint to customer service after it was all done. Response: "we can assure you that our company follows the proper protocol for pick-up, deliveries, and communications during and after a relocation is in effect. ... Management will have the opportunity to review your file and take a deeper look into some of the things you have mentioned." When I asked (later) if they had taken "a deeper look," they said I am welcome to call them during their business hours to discuss.

  Business Response

  Date: 11/06/2024

  Greetings **** and BBB Representative;

  We appreciate you taking the time to share your feedback and input regarding your relocation.  As we review the details of your file, we can see that this was an extremely large move with an extensive inventory list.  Recording these details is important to make sure that you have the proper space available to you and that the truck can hold the shipment in its entirety.  

  To address the different estimates; these documents are completed based on the information the customer provides the Agent.  We see that 1st estimate, Original BME Agreement was completed on Wed. 6/05 ~ Estimated Volume: ***** CF Rate: $2.70 per CF  Requested Move Date: Saturday  08/03/2024  - Sunday 08/04/2024 containing Articles List 58 Items, 263 Pieces.  Then During the ** Call, revision were made to reflect the following:  The 1st attempt 08/01/2024  4:05PM at this revision based on the information provided:  Estimated Volume: ***** CF holding an Articles List 222 Items, 803 Pieces.  Then after more updating and revising, the finalized BME showed: 08/01/2024  6:07PM  Estimated Volume: ***** CF holding your item Articles List 222 Items, 803 Pieces.  The overall space was reduced by over $10k based on the conversation with the ** Agent to accurately reflect your items and the appropriate space needed. The Agent was doing the correct actions to assist the customer properly. 

  Due to the events onsite, with the customer not being pleased with the exception of the movers and the level of performance they displayed while in the home. We were made aware of the damaged light fixture and since it would not be a part of the claims process, (its house property not the shipment) our office spoke to the Carrier and agreed that $200 for the light fixture would be sent to you directly.  We apologize that the reimbursement did not happen immediately, however due to our attention we made sure that the fund had been processed to you for this particular item. We received more correspondence from you pertaining to the overall feedback & claims.  We understand that seeing the box's conditions can be disheartening but it depends on the contents within.  The Claims process will allow the review of reported damages and then into the settlement phase. AFMS is not a part of those particular steps.  We also received additional correspondence from Ms. **** expressed her feelings on the relocation however she shared that her and her family had been down sick. We offered our Direct Line to Customer Support and a Manager would be more than happy to assist them when feeling better. We answered the customer promptly (in less than ******** of the written grievance) and we did not hear back from Ms. ****** or her husband until this notification now. 

  As for the in-depth sharing of your personal feelings, we empathize with the stress that moving can put on people.  It is not our intention to cause any uncomfortable feelings or experiences as the moving process progresses.  We also understand that each customer is allowed to have their feelings on the events that transpired however we can assure you that our company follows the proper protocol for pick-up, deliveries, and communications during and after a relocation is in effect. Ms. ****** has provided a detailed day-by-day account of each milestone met and completed, good and bad experiences alike. Our Managers have  reviewed their file and some of the things she has mentioned.  The Management Team still welcomes the Curlees to contact us for further assistance in this matter, we only ask that we stick to the facts and present honesty.  Resolution is our ultimate goal.  We appreciate you taking the time to send this to our attention and we hope that you have a pleasant afternoon.

  Best Regards,
  America First Moving Services
  

  *(will be posting documentation as well) 

  Business Response

  Date: 11/12/2024

  UPDATE:  ********** called the customer after she expressed that she was interested in speaking with a Supervisor.  Our Head of Customer Support phoned her directly and did not successfully make contact with her.  Left a VM and follow-up email as well:
  ----------------------------------------------------------------------------------------------------------------------------

  Hello and good afternoon,
  
  This is ***** with the ************************ at *******************************************.
  I was out for the extended holiday weekend, but I just left you a voicemail and welcome you to please call us back Monday- Friday 10am - 6pm EST.
  
  We`d like to address your concerns and resolve everything amicably, we only ask you to please be mindful of our limitations, the terms and industry standards.
  
  Thank you kindly.  

  Business Response

  Date: 11/14/2024

  Greetings **** and the BBB ******************************* Supervisor was able to speak with the customer Ms. **** ****** directly today to review the matter and attempt to resolve.   After having an in-depth conversation pertaining to her Binding Moving Estimate and examining the difference between the original and the revised estimates, the customer was specifically asked, What is her desired resolution? What type of outcome is she hoping for at this point?  Was she seeking additional compensation?   Ms. ****** stated very matter of fact;  No, she does not want anyone to have the type of experience she has had.   Management assured her that we will investigate the 1st initial call with the Booking Agent as well as the ** call based on the details and information she shared with us.  We will proceed in handling those improprieties (if any are identified) accordingly, internally and at a professional level that will certainly have an impact on those individuals and the restructuring of the departments affected.  We believe this conversation was successful in listening to the customer and identifying their concerns and places where adjustments can be made to improve as a company.   We ask that the BBB to please close this complaint as resolved and answered.

  Thank you Kindly.
  America First Moving Services 
  Customer Support Team/Management 
  
  

  
  

  Customer Answer

  Date: 11/14/2024

  I am not satisfied with the response from this company, yet I feel like I need to close this case for my mental health. I have spent so many hours trying to document our experience, followed by a very stressful phone call this morning with their customer service person. I can tell we will not come to an agreement, and the main thing I want to do is let the public know about our experience so they won't have to go through the same thing. The systems they have in place are clearly utilized to rip people off, but aside from hiring a lawyer and pressing charges they are not going to yield. I am tired of arguing with them, knowing they only see me as a nuisance. Is there a way I can respond one more time then close the case out so that I can be done with it? If not, I guess I will carry it out to the end so that it won't look like I am satisfied with their response. ...

  Thank you for your guidance. I have never filed this type of complaint before.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22516707
  
  I am rejecting this response because you are not admitting any fault of your company and the processes it utilizes with customers. Here are my responses to your response:

  You claim that the difference in our first and final estimates (from $14k to $38k) was due to the "information the customer provides the agent." This is faulty reasoning because the questions asked in the two conversations were different. In the first estimate, we were only asked about the major pieces of furniture, and the final list was a composite of all the furniture in the house (for example 8 [total] dressers, 6 [total] night stands, 22 [total] lamps). The second estimate went room by room, listing every item in the room, then going to the next room. This is clearly seen when you look at the two estimates - one is a composite list, one has lists of the items in each room. Furthermore, with the first estimate, we were not asked about any accessories or items that should be assumed are included. For example, a cabinet also includes the items inside the cabinet. Dressers include the items inside the dresser. Bookshelves include the books and trinkets on them. A dining room table includes the lazy ***** that is on top of it. In the original estimate we were not asked about items inside our closets, the lengths of the clothing rods, the number of pictures on the walls, etc. Due to these types of issues with the questions we were asked, the lists for the two estimates look different (from 58 to 222 "items", from 263 to 803 "pieces").

  As for the condition of the boxes once they arrived, yes it is because of the contents within...because they were not packed fully even though we were being charged by the cubic feet. Therefore, when they were stacked on top of each other they were crushed/dented. 

  As for not hearing back from us - Yes, our entire family was very sick when you responded and offered for me to call you. Once we were healthy again, I went back to review our communication and felt that you should want to reach out to us to settle things after not hearing back after 3+ weeks. Furthermore, you did not say that the number your provided was a direct line to anyone in particular. If the email had said it was a direct line to a certain person, we would have been more likely to reach out again before filing the complaint. Leaving us the customer service number with instructions to ask for a manager puts the effort back onto us. 

  As for sticking to the facts and being honest, I have done both of these (presented the facts and been honest) through this entire process. 

  Page ******

  Customer Answer

  Date: 11/15/2024

  I did not see the first response from the business (sent on 11/6) until today, so I responded to that one first. I did not realize I would not be able to also respond to this one. I guess you will let me know when I can also formally respond to this message from them? Thank you - 

  Customer Answer

  Date: 11/18/2024

  Good morning - 

  I don't know if this will help in any way, but I have (what I believe is) further evidence to show unethical practices taken by America First Moving (AFMS). Throughout the process of contacting **** about our negative experience, they have expressed that they, AMFS, are the "broker," and are therefore not responsible for the actions of the "carrier" they hired to conduct our move. In this case, the "carrier" is AMB moving. 

  However, when I called AMB, the "carrier," last week (again, the 4th time I have called) to request documents needed to submit damage claims for our move, the person who answered the phone said, "America First Moving customer service." I thought I had dialed the wrong number and told the person I was sorry, that I dialed the wrong number. Then I looked at my phone, realized I had NOT called the wrong number, called the SAME NUMBER back. This time the person said, "AMB customer service." I emailed **** asking how this is possible since they continually claim they are two separate companies and they are not responsible for the actions of ***, yet both companies answer the same phone number? This was their email response to me: "AMB works with us quite a bit.  When their office staff is going to be out for lunch break or if they are short-staffed for the day, they will forward the **************** Calls to our office so we can make sure that no customers are left unanswered.   We apologize for the confusion."

  This is crazy. The two "companies" are obviously connected in some way if they answer calls for each other. It is just another way they are scamming people. 

  Business Response

  Date: 11/18/2024

  First, we addressed this with you directly and now we are being advised of it on the BBB.   Again, to review our answer why this happens.... *** is a designated carrier that we work closely with.  It is AMB's decision  to allow our **************** Team to answer their calls should their staff be unavailable or step out of the office.  We do what we can to help with the overflow of calls and it assures that no customer will be unanswered.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22516707
  
  The only two options given to me are 1) to reject the response or 2) to say that I am pleased with the response, so I am rejecting it (since I am not pleased).
  This gives me a final chance to convey our experience to people who are considering using America First Moving (AFMS)...

  1) I did not realize that you (AFMS) would be notified of the last information I sent to BBB (about answering the phone when I called the carriers number). I thought I was merely adding evidence to the complaint I made initially. You are correct that this information was already communicated to me directly, and I appreciate the feedback that was given to me in a timely manner when I asked about it. However, the fact that AMB (carrier) allows **** (broker) to answer overflow phone calls shows that there is a close relationship between the two companies. Therefore, I think it is unfair for you (the broker) to repeatedly tell me that you are in no way responsible for the job they (the carrier) did when they moved us. We didnt hire the carrier; you hired them to care of us. We hired you. 

  2) I can also respond to the previous you (AFMS) sent after my phone call with the customer service manager. Yes, I said that my motive for filing the complaint was to let the public know about our experience and, hopefully, to get you to change some of your practices. I hope for the sake of future customers that you will go back and listen to all of our recorded phone calls which I am certain will validate my claims. As for compensation, I am not looking to be compensated personally, but I certainly would not object to you refunding some of our payment back to the company that relocated us here for my husband's job. It was very embarrassing for us to have to go to them less than 2 days before our move to request another $6000 when they had already graciously extended our $10,000 moving allowance to the initial estimate of $14,000. As for the "binding agreements," BOTH agreements were binding. If you had simply sent the two 26 foot trucks as determined in the first binding agreement, we would have made the first quote work. Even if we had exceeded the space originally allotted, we could have rented a trailer to attach to our SUV for the rest. Like I explained, we never would have signed the first agreement if it had been a higher number. We would have rented trucks ourselves and used friends/family and/or hired people privately to help us move. In the end we were embarrassed and "lost face" with my husband's new employers (again, they graciously agreed to pay for it, but it ended up being over double what they originally offered in his job contract).
  
  Page ******

• Initial Complaint

  Date:11/02/2024

  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.

  Dont trust this business. On October 29 2024, we started shopping around for movers who can pickup our furniture purchase from outlet in ************ and deliver to *********** **. First America movers reached out to us and started giving us quote and explained how theyre professionals etc. we locked in a rate and agreement for $1596. A day before pickup, quality manager called ***** called my wifes number and started asking for more money than agreed because he now feels it takes more space. Else asked us to cancel the contract and forget about $600 deposit. In a rude and threatening way. When we explained that all the items we went over in detail and agreed to a *****, ***** mentioned he doesnt care and he makes the final decision. Now were in a state of locked with a fake and harassing company that looks for cheating customers.

  Business Response

  Date: 11/04/2024

  Greetings ***** Tarigonda & BBB Representative;

  We apologize that you did not have a positive experience with our company during the booking or ***************** Phone appointment.   We needed to take a deeper look into the relocation to clarify some of these statements that have been submitted by the customer.  We apologize for the poor experience you had and we would like to go over the details within the moving policy and events recorded. 
  
  On Thursday 10/31/2024, you completed a reservation with our company for 300 CF @ the Estimated Rate of $3.35 per CF for pick-up services for Sunday 11/03/2024 - Monday 11/04/2024.  Your items list or Inventory list is for Articles List 10 Items, 20 Pieces.  Total Moving Estimate  $1597.81 and the deposit secured is $650.09 plus your Booking Agent included a manager discount - $400.00, leaving a Balance: $947.72.  Those are the facts of the reservation.  Now, your items are estimated to utilize the 300 CF in the truck based on standardized dimensions from a broad spectrum of each type of item and the variety they offer.  All standard furnishings come in many shapes and sizes.  We offer an estimated volume (or space) for what your goods can use on the truck.  Each customer will have the opportunity to complete a ***************** phone call before the pick up to adjust, revise and update the inventory list or services outlined on the work order.    Our ** Agent review the items and after an extensive call with both wife and husband, it was determined that the customer preferred to stay within the original space reservation of 300 CF, even after the Agent suggested that an increase could protect them from onsite overages if the items being picked up at the Outlet Store were larger, bulkier or non-stackable (which can ultimately end up taking more space on the truck than previously estimated). The call on 11/02 is standard practice to prepare customers and the crew arriving to avoid unnecessary surprises that can be resolved before the truck even gets to the pick up location for services. 
  After our Team and the customer agreed to leave the paperwork the same as booking, the Booking Agent wrote that he received notification from Amiths family member who expressed his frustration regarding the possible increase.  What was determined after some sorting of facts, that the customer continued to state that the items are all small kids furniture.  We eventually discovered that our estimated dimensions for children's furniture runs smaller than this customers particular choice of brand name The Pottery Barn childrens furniture line, is a better quality brand of furnishings and the dimensions of each individual item is  apparently much larger than the standardize furnishings for children.  This can happen when a particular name or luxury brand versus a lesser quality brand purchased from ******* or ***** 

  At the pick-up; we were advised that the space reservation did not exceed the estimate and there are no additional fees affiliated with the space or volume of this move.  We would like to apologize for the stressful ** Call that was completed.  We wanted to say that the ** is an important part of getting all the correct details before the pick up takes place.  Through this process, we can see that your goods were handled with care and are being transported safely.

  We appreciate your time and patience in this matter.
  
  Best Regards,
  America First Moving Services 

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22505373
  
  I am rejecting this response because:
  
  the goods were not yet delivered. Me and my wife multiple attempts to know where are the r goods when would we get it. The sales coordinators promised great experience and cheated us with false promises. 
  when I texted the coordinators, they stopped replying by saying talk to customer service customer service has no idea about the goods. 
  I doubt this is a legit business. 
  Sincerely,
  
  ***** T

  Business Response

  Date: 11/18/2024

  UPDATE:   Delivery Status Information
  ----------------------------------------------------- 

  File indicates the latest update as follows ~ 

  11/14/2024 06:37:37 PM 
  ******************** @ ************** stated that the truck was loading on Sat. 11/16 and Delivery is anticipated to take place in 1-3 days.
  Staff spoke directly with Customer's Proxy; ****** and provided delivery information / customer said thank you.