Complaints

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• Initial Complaint

  Date:05/23/2023

  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.

   
  Complaint: 20093118
  
  I am rejecting this response because:

  Dear Lynedra G.:
  
  Our original estimate (provided when I filed the complaint) shows that we paid $1,500 for direct/express delivery which guaranteed delivery in 3-4 days.  It was a 24-hour drive for our job, which could easily be accomplished in 3- 4 days.  As a direct/express move there were supposed to be no other deliveries, but the truck stopped in ****** ***** to make another delivery which was 11 hours out of the way, and we believe the truck also made further stops.  
  
  
  The Bill of Lading that All Year Moving and storage speaks of is the document they forced us to sign in order to unload our belongings.  We have proof that we never received this document until after they left ******** with our belongings. We attempted to make changes, however they refused and then forced us to sign this or would not give us our belongings.
  
  
  All Year moving and Storage arrived at our ******** location after the contracted date at 9:15pm demanding we sign the Bill of Lading we had never agreed to demanded that we pay the remaining $3250 via Zelle.  We had no choice but to sign the Bill of Lading and pay in order to get our belongings.  As customer service as Zelle informed us, it is not always immediate; It took 1 hour for the transaction to go through. We have proof that payment was made by 11:15pm, but All Year Moving chose to leave and deliver our belongings the next day even though they had confirmation that we had initiated payment.
  
  
  The police were called to the scene by us because we were being extorted and were concerned they would not deliver our belongings.  Furthermore, the police helped document the situation and we have the police report to prove all of the above and that there were no threats. 
  
  
  Due to the fact that the driver from All Year Moving and Storage arrived at 9:15 pm to deliver our belongings, he was going to have to stay over that night in ******** regardless, especially since he had worked too many hours even at that time. That said, only one employee stayed at the Days Inn in *****, MD, that has an overnight cost of less than $100. Furthermore, there was no need for a redelivery charge as nothing unloaded and reloaded and they could have unloaded that night.  What is the difference between 9:15 pm and 11:15pm when your driver was already over hours at 9 pm.  In fact, since the driver was over his allowed hours at 9 pm, we should not be charged $1,950. Once again, they extorted us and threatened us that we must pay $1,950 and sign another contract we did not agree to or they would keep our belongings,  even after having paid completely in full as the transaction from Zelle was already in process.  We made every attempt to meet All Year Moving And Storage's demands even though they did not follow the agreed upon estimate for a direct/express move. Lastly, $1,950 is an excessive amount for a problem All Year Moving & storage created.  It is clear that they lure you in with the direct/express move then switch the agreement on you and force you to sign if you want your belongings.  Just paying in full would not have been enough, you had to sign the agreement that was never sent to us until after the truck left ** and they had our belongings locked in the truck.  All of this was well orchestrated.  The driver could have arrived earlier in the day.  In fact, I have documented communications with the driver stating he was to arrive 6 hours before he arrived. I believe this was intentional as they knew it would not be possible to transfer money in a timely manner and unload if they arrived at 9:15 pm; therefore they could hold us ****** for the additional $1,950.
  
  
  All of this is very well documented with contracts, emails, phone call logs, text logs, and a police report.  We understand there are mistakes made but we paid $1,500 for a direct/express delivery and we did not get that. The redelivery was not our fault, and the cost of such re-delivery expenses was not even close to this amount.  I will also add that the truck had a hole in the top and all of our boxes were soaked.  We are not asking for damages for our belongings we just feel we deserve some consideration of refund from the $1,500 paid for the direct/express move and the $1,950 which we were made to pay for the overnight expenses.
  
  
  Sincerely, 
  ***************************

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

  the way ti drop the 2 TV stand boxes. Again, a breach in the agreed upon contract, this truck was supposed to be on a direct and express move with only our items, departing ** and going directly to ********.The truck arrived in ****************** on April 29 at 9:15 pm. When the truck arrived late on the night of April 29, in *******, **, payment was demanded on the spot only by *****. However, ***** places a hold on large money transfers; the payment transferred an hour later. The Driver was unwilling to wait and forced us to pay an additional $1,950 for delivery the next day, on April 30, making the actual delivery time 6 days. Additionally, we made attempts to edit the Bill of Lading sent to us on 4/24/23 after the driver had already left with our items, but he refused to edit the document; Furthermore, they forced us to sign this document before they would deliver our items. This Bill of Lading was not what we agreed to. These companies breached our contract, and we are seeking assistance.

  Business Response

  Date: 05/24/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  
  Per our Estimate and Bill of Lading governing this move, we have up to 14 business days from our first available date to deliver the shipment for BASIC/REGULAR moves. Since the customer paid for Expedited Delivery, it was delivered within 7 days. We already advised the customer that we cannot legally do the 3 day delivery and have to do it between 5 to 7 calendar days.

  
  Although we work very hard to meet our customers requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable.

  
  On the day of delivery, the customer did not agree to unload the delivery due to some run around but we already hired two laborers to help with the unloading. The police were also involved as our driver was threatened and we were escorted to the motel for the evening. We were told by the police that we don't have to return but we still completed the delivery the next day even after threatening us.

  The charges included in the $1950 were $1200 for re-delivery plus $750 for overnight charge. We did not even include the $300 for the two laborers that we paid and we did not ask the customer to pay for it which we've took of our own pocket as a discount for the customer.

  
  We have the Bill of Lading which was signed by the customer indicating all services were performed as the customer had instructed and to their satisfaction. 

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Business Response

  Date: 06/23/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  Again, the *** regulations cannot make the 3-days delivery as legal which was why we informed the customer that the ***** delivery was impossible. The amount $1500 that the customer were charged for Direct Delivery would not cover the costs associated with their move and their misconception of what Direct Delivery / Expedited Delivery is. Direct / Expedited delivery means that the delivery is made within 7 days instead of the average 14 business days delivery window.

  The customer assumed that Direct Delivery would be only one truck and one crew going directly from their origin to their destination. There is absolutely no way that the $1500 fee paid by the customer would cover the wages for a minimum of two movers to pack, load, travel time, lodging, meals, unloading, and travel home, as well as the sole use of ONE WHOLE truck to do their shipment without any other shipments being on the truck. It would not even begin to cover the fuel necessary to for the truck moving from ** to MD which is over **** miles.

  While we regret the customer misconstrued the Direct delivery / *************************** it is not possible to perform that service as they have assumed for the amount charged.

  We already explained what happened and the reason why we were not able to delivery it that night and why the police were involved. The charges for re-delivery and overnight charge are valid charges and are well within our tariff and *** regulations. The charge for Direct Delivery was valid as well.

  There's a huge difference between 14 business days or 20 calendar days for standard delivery and 7 calendar days for Direct Delivery.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20093118
  
  I am rejecting this response because:

  The Moving Estimate/Contract with ************* (broker) is the contract we were operating under for our move from ********** to *******, **. US Relocation hired All Year Moving and Storage based on this contract. Therefore, All Year Moving And Storage agreed to the terms of this contract. If they did not, they should have provided something different to us in writing prior to the move on 4.24.2023. They failed to do so.
  
  
  
  

  Business Response

  Date: 06/28/2023

  1. The original estimate is not the contract. It is an estimate of the move. On the day of pick-up the customer is fully aware and we kept on informing them multiple times that we cannot do the 3-day
  delivery. Direct delivery does not mean the customer paid for the whole truck and whole crew going directly to her destination. We already established that with the customer during pick-up. Please refer back to the previous response we sent.

  
  2. We never forced the customer to sign a different contract. The Original Estimate was not the contract / Bill of Lading for the move. The only contract that shows the delivery agreement and date is the Bill of Lading contract which the customer signed and dated on the pick-up day and delivery.

  
  3. Again, the re-delivery charge, overnight charge and direct delivery charge were all valid charges. We can provide the Bill of Lading and the Inventory sheet that was signed and dated by the customer agreeing to all terms and conditions and charges on this move. These are well within the federal guidelines, DOT regulations and our tariff.

  
  As closing, the customer signed the Bill of Lading with the terms and conditions and agreed to the charges on the Bill of Lading which proves that the services were delivered in apparent good condition. 

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20093118
  
  I am rejecting this response because:

  Dear BBB:
  
  
  
  
  

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