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:11/21/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 place is a joke. I, too, scheduled a move that didn't happen. I'm not writing all my info again, as I have sent multiple letters to the company and it's owner. The owner will not contact me. I'm sure they will say in their response, like all the others, some BS. They jacked me for $1800. They said I could schedule an additional move as compensation. Are you kidding. This place is very unprofessional. DO NOT USE THEM. I have been trying to settle this for two years and I will not stop.

• Initial Complaint

  Date:10/23/2022

  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.

  My job number is K1776919 and I was set to move across country on 07/30/22. I paid $2171.53. I was promised a full-service move which included:1) Movers who would meet at my old apartment and load my possessions into the truck 2) A driver who would drive my possessions across the country to meet me at my new apartment 3) Movers to unload my possessions into my new apartment Moving day came and went. I got a no call, no show. On the alternative day (07/31/22), it was another no call, no show. On the following day, 08/01/22, I was promised a different carrier, who never arrived. I had to stay in my previous apartment past my lease since no one showed up. Ultimately, I ended up paying additional rent (breaking my lease agreement), hiring ****************, renting and driving my own moving truck, moving my own furniture, staying in a hotel, paying gas for the truck + my personal vehicle, and wasting a lot of time.I contacted customer service constantly, being put on hold for hours with multiple dropped calls. Several individuals told me that they would take care of me, but no one bothered following up. These are their names and numbers**********************: ************** *****: ************** Britney: ************** *******, supervisor of customer support: ************** Alyssa: ********** **** *These are just the people I remember. I spoke to many more representatives who I didnt save in my contacts.I want a reimbursement since this company did not fulfill their side of the contract. I do not want credit since i will not be a future patron of this company.

  Business Response

  Date: 11/06/2022

  
  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:
  1. On June 21 , 2022 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,307.00  to secure a position on our calendar. 
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states "Please note that A On Time Moving. is a properly licensed interstate Broker.  A On Time Moving is not a ***** carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff."
  3. We strive to accommodate customers arriving within the requested window for pickup and delivery however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  
  
  
  The Customer's desired resolution was for a full refund. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. We have reached out to the carrier for a delivery update.
  
  Thank you for your time and attention to this matter.
  
  

• Initial Complaint

  Date:09/12/2022

  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.

  When we contracted A On Time Moving for our cross country move, their sales team assured us that they would meet our pick update. with these assurances, we paid our deposit and signed the paperwork. A few days before the move they called to reconfirm the inventory and we told them we had removed several large items of furniture, and added maybe ********************************************* the items to be moved. However, they told us that it was going to be an additional $1,000 for our move. Because we were so close to the date, we really had no choice but to agree since we had such a tight time line. So we paid the additional deposit and again confirmed that they were still on track to make our selected date. When moving day (Thursday) came we were told that the truck was delayed and that it would not be able to get to us until Friday. On Friday, no truck showed up and no one called us. we had to call them to find out that the truck was again delayed until Saturday. I ask to speak to a manager but no one would let me. i kept calling trying to figure out a resolution and they eventually stopped answering my calls. Saturday came and towards the end of the day i got a call from their truck driver. he informed me that they again were going to be delayed and said the earliest they could get to me was Sunday. That would be three days past the agreed upon date. When i asked the driver why they could not have told me they were going to be so late days ago, he told me he had only been informed that his crew was picking up our stuff that morning. This indicated that A On Time Moving had not made arrangements to meet our date and strung us along for two days lying to us saying a truck was coming. We emphasized that we needed the pick up date to be correct several times and they lied several times. This is deception and fraud. They stopped answering my calls and have not refunded the money for services that were never provided.

  Business Response

  Date: 09/19/2022

  
  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:
  1. On June 22 , 2022 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,130.69  to secure a position on our calendar. 
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states "Please note that A On Time Moving. is a properly licensed interstate Broker.  A On Time Moving is not a ***** carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff."
  3. We strive to accommodate customers arriving within the requested window for pickup and delivery however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  4. The customer canceled due to the pickup delay.
  
  
  
  The Customer's desired resolution was for a full refund. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. We have reached out to the carrier for a delivery update.
  
  Thank you for your time and attention to this matter.
  
  

• Initial Complaint

  Date:08/15/2022

  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 hired A On Time Moving to move from ****** to ** and was quoted for the move at $4539.81. In order to lock in this price I put down a deposit of *******. Our move was scheduled for August 1st and the deposit was made May 22nd. One week prior to moving I received a call from the company to review inventory and was quoted that the move would cost at a minimum of an additional $10,000. After explaining to the agent that I did not have that money he reverted to our original quote for the move. I did not hear from the movers until August 2nd, and when speaking with them they informed me that the move would cost a minimum of $12,000 without ever showing up to our property to look at our furniture. We informed A On Time Moving that the movers did not show up and did not move our stuff on multiple occasions after the move and have repeatedly tried to resolve the issue of the movers not showing up and receiving a refund for the lack of service.A On Time Moving has not been responsive nor have they issued a refund for our deposit despite the movers never showing up to move our furniture and our consistent outreach to resolve the issue.

  Business Response

  Date: 08/23/2022

  
  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:
  1. On May 22 , 2022 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,954.90  to secure a position on our calendar. 
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized ***** ********************************************* ***** carriers. In fact, policy states "Please note that A On Time Moving. is a properly licensed *****************.  A On Time Moving is not a ***** carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another ***** authorized ***** carrier, whose charges will be determined by its published tariff."
  3. Our company also strives in saving customers money, unfortunately the ***** carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in weight as well as ******************** Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc." The customer refused service.
  
  
  
  The Customer's desired resolution was for a full refund. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. We have reached out to the carrier for a delivery update.
  
  Thank you for your time and attention to this matter.
  
  

• Initial Complaint

  Date:08/09/2022

  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.

  A On Time Moving provided an estimate of $2,682 after a thorough conversation with an agent in which I gave an account of the items to be moved. The agent stated I had up to $12,000 of moving insurance included in that price. The subcontracted moving company (which I later found out was called Prosperity Moving) was more than a week late picking up my belongings. Because the lease on my apartment was ending, I had to rent a Uhaul truck, move all my belonging out of my apartment, and into a storage unit I rented. This all cost me more than $100 and an entire day of my time. When Prosperity Moving showed up on May 9, they told me I had far more stuff than they were expecting. They tried to tell me it was ****************************************************************** I was expecting to pay $670, but they charged me over $800 for pickup, which I paid through Zelle. After a few weeks, I hadn't heard an update from A On Time, and they continuously told me my stuff was still in a storage facility in **************. Eventually I heard from Prosperity Moving in (I believe) early July. They also told me my stuff was in ************** and they were working to get it loaded on to a truck. On July 18, I received an email from Prosperity Moving informing me that my stuff had been loaded on to a truck and was on its way to *************. Since July 18, I have been told multiple times that the driver of the truck will call me any day now. I've been told at least three times that my stuff will be delivered in a few days. The company will not tell me where my belongings are - 3 months after it was picking up. My highest priority is having my belongings delivered.

  Business Response

  Date: 08/23/2022

  
  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:
  1. On April 14 , 2022 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,237.30  to secure a position on our calendar. 
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states "Please note that A On Time Moving. is a properly licensed *****************.  A On Time Moving is not a ***** carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff."
  3. We strive to accommodate customers arriving within the requested window for pickup and delivery however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  4. The customer is in transit for delivery. The carrier will compensate for the delay.
  
  
  The Customer's desired resolution was for a full refund. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. We have reached out to the carrier for a delivery update.
  
  Thank you for your time and attention to this matter.
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  We moved house hold items from ********** to ***** using AOntime. They provided an estimate (Ref#******* ) when booking in Jan 2022 and I paid $995.25 . When revising the estimate on April18th I paid another $468. This was not reflected in the invoice sent to the lading company. When inquired about this at the time of service, AOntime requested me to pay the amount to the lading company as their paperwork has already been sent and they will send me a check immediately.This quickly changed after a couple of weeks of follow-*** to a 60 day time period to send me the check. They requested me as a favor to help resolve the issue and now I have been following up with them even after 60 days to get my refund.Please note that this was not my mistake, it was theirs and I have been patient trying to get this resolved in their terms but with no resolution.I have called them multiple times and all I hear is that they will send a Check ASAP and that has not happened till date. I did mention in the last call that I will post in BBB, but no result.Please help resolve.

  Business Response

  Date: 08/23/2022

  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to the online complaint we would like to address the following:
   I have forwarded the issue to the processing department. The customer will received a tracking number of the check as soon as it has been issued.  

  Thank you for your time and attention to this matter.