Complaints

This profile includes complaints for American Relocation LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Relocation LLC

  1585 Sulphur Spring Rd Ste 112 Halethorpe, MD 21227-2569

  
• 

  American Relocation LLC

  Rockville, MD 20850-1723

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:08/21/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 8/18/2024 i paid the moving company $656 to move the furniture and other goods in my apartment to another apartment. Provided them with a box for my 50" ***** smart tv along with bubble wrap to secure the item during the move and was told by the foreman that those items would not be necessary as they have their own blankets that should suffice.
  
  i was watching the tv when they arrived to move my things so it was working before they touched it and after we reached to the new apartment i noticed a crack in the screen and the tv is no longer functioning. when i requested to submit a claim i was advised that it would likely not go through as the foreman indicated to his employer that it was not his fault that the tv was damaged but mine which is untrue.
  
  i have a witness that was at the residence that can attest to what was said and what happened so there is no way the tv was broken due to anything on my behalf.

  

  Business Response

  Date: 08/29/2024

  Hello, this customer did in fact provide all her own items pre-wrapped before the move, refusing our packing and any claims in the contract per her signature. We do not cover items packed by customer as there is no way for us to know the condition of the item beforehand and we do not cover any items once the claim refusal is signed off on to which she did on her move day. The consumer stated herself that there was another broken television on the move so there is no way for us to know which television she is claiming as we do not know the working order of either before the move occurred. We will not be issuing a refund and we explained this to her and sent her copies of the signed items. 

  Customer Answer

  Date: 08/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  there were 2 televisions that needed to be moved, one which was already boxed and the other was working in the bedroom when the movers arrived

  The lead man was advised that I had another tv box and bubble wrap to pack the tv with and INSISTED that they had blankets which would be sufficient. I again stated that I bought a tv box and bubble to use and he said no it was not needed and bullied me into signing the form saying I agreed to his handling.

  I brought a friend this me who can attest to what happened and him not wanting to use the box provided because he had blankets which obviously did not work.
  

  They are lying and I should not be held accountable for their mistake!

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

  

  Business Response

  Date: 08/29/2024

  Our movers are very experienced with over 8+ years for all of them. They do not "bully" customers into signing as they would prefer to wrap those items. They simply ask what the customer prefers to do, if you decide to use your own packing, then it is company policy that you sign the refusal of packing. Not bullying, company policy. If we do not pack the item then we can not cover the item. If the other tv was already broken, how are we to know without the tv being plugged in beforehand, in front of the movers, that this tv is working and the claim is not for the broken tv. Hence why we state that if you refuse packing, we can not cover the item because we are not liable for an item we have not inspected and protected. Unfortunately we will not cover this item and you signed multiple papers stating you were fine with this, if you felt bullied, you could have called into the office and we would have been more than happy to assist you but we received no communication from you until the day after your move about the television. We are sorry if this occurred during your move but unfortunately we have no way of knowing the condition before or who is at fault. 

  Customer Answer

  Date: 08/29/2024

  Although they are trying to say there was a broken tv, neither of the two were broken until their people touched it so STOP saying that is already broken.

  The fact of the matter was that bubble wrap and a tv box were provided and the moving supervisor advised the tv would be “safe” with the blankets which it obviously wasn’t.

  Take responsibility and know that both televisions worked prior to the move and not the way you keep trying to spin it.

  Just know in this world of social media my dissatisfaction will be heard!

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday September 1st I contacted the company requesting a quote which was completed, details of the inventory at my apartment were provided and information for an additional stop at my storage unit were provided. Very detailed information was provided number of boxes at unit and apartment. The quote was emailed to me, I emailed the person back with detailed questions about what would change the quote price. The person gave me a call (sneaky to not email me) saying this quote includes the items in the storage unit and I would be advised either Sunday before pick up or on pick up day a better idea of when my items would be delivered. My quote total was $ 2,350.17. I got a call on Sunday confirming pick up, I confirmed yes. After all my items were picked up on Monday, the foreman told me that he checked in the system, my items would be delivered the next day after noon and I would get a call later today with a confirmation. No call came, I got an updated quote that increased over $1,100 more. I was furious. I called and spoke to a manager who told me it was based on weight, then the total was not correct and made it seem like they were giving me a "discount". I asked to speak to a supervisor, I spoke with a supervisor who called me a liar that the foreman never said that then back peddled in an email to me, refused to provide an additional discount for inconvenience saying it was DOT regulations. I was given false promises set by the company, stress of move, lack of commitment from the company's employees, failure to listen to me; the customer for the quote, not fully answering my questions., and setting false expectations. This company blames it customers and does not take ownership for its mistakes. I fear during the delivery of my items there will be retaliation taken. I demand this to be addressed fairly and an additional discount of $200 to be applied for the undo mental stress you have caused. This company should be shamed of the work they do.

  

  Business Response

  Date: 09/19/2023

  Hello, 

  We are writing to reply to the BBB complaint left by customer ******* *****-********. The customer spoke with our office manager on 09/15/2023 about her complaints with her representative, as well as the balance due on her move. The manager stated that the items list was very inaccurate compared to what was actually picked up on the move date. The customer stated that they spoke with their representative about this and explained there would be many more items at a seperate storage unit, to which she was made aware that additional items would make for additional weight, which would change the price and she confirmed she was explained this. The customer must not have realized the price would be so different as she is now upset with the final amount given. The customer was originally quoted for the weight of 3554 lbs at a final amount of $2350.17. The customers additional items brought the weight up to 5460 lbs with a final cost of $3563.00 which included packing as well. Our company offered the customer a discount of $235.00 from her move, which was approximately the cost of the fuel to which she refused it and demanded a discount of $500 even. When explained that we can not give her a discount this large, she stated we must have a "risk management" and "take a loss" as she was told her weight would not change and given an exact delivery date by our foreman. (Not possible that she was told either of those things) Our contract clearly states there is no exact delivery date and no way for the foreman to even know when her delivery date would be as he does not handle operations and the email between her and the representative clearly states, she would pay for the final weight of the items. It would be impossible for us to give her an exact weight, not knowing what she has in the storage completely. The customer then stated to the manager "are you calling me a liar?" to which the manager replied, "I am not calling you a liar but I know that our foreman would not tell you a delivery date as there is no way for him to know that." The customer then kept berating the manager stating she called her a liar and shes a terrible representation of the company. The manager never got rude to her or raised her voice. She explained to the customer that the items were loaded and she needed to be sure that the customer knows the final balance due on delivery and will pay with no issues or the items would be unloaded to which the customer then threatened to leave reviews everywhere and again demanded $500 discount. Again, manager reiterated by email that the most discount we could give is $235 and that the items were loaded and customer would have to pay before unloading items on delivery or our driver would have to put the items in storage until payment is received per the contract. The customer was not happy with us not meeting her "demands" which is why this has turned into an issue, we have already replied to multiple bad reviews and not this. Please let us know if you have any further questions. 

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Not only did you email outside of this BBB complaint for a $35.00 additional off the bill as a resolution to no longer take further action including court proceedings, unfortunate reviews, or harassment of any sort. Secondly, the manager indirectly told me I was a liar for what the foreman stated. I refuse to be treated this way for a untrained staff at all levels. I have been treated poorly and given false information since the "Sales Rep." provided the inaccurate quote. I personally take the $35.00 as an insult for speaking the truth about my experience. 
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 09/19/2023

  Hello, 

     Again, the manager NEVER has and never would call a customer a liar. You stated the manager was calling you a liar to which the manager told you absolutely not. She even followed up with an email after since you would not let her get any words in on the phone that she does not believe you are a liar in anyway, and possibly misunderstood the foreman. The local movers have no way of "checking the system" to determine a delivery date for any customer and our foreman are experienced enough not to tell a date for delivery when they do not have that info to begin with. Also, the additional $35 resolution sent to you was sent in good praise hoping you would do the right thing and pay for services provided! You signed the contract stating the items list was accurate with no adjustments to be made and that you agreed to pay for services provided based on the final weight of the items and any additional packing cost that you could need plus fees if necessary which luckily there have not been any as of yet. You were extremely demanding on the phone with our representatives and not easy to deal with at all. Our company in no way deals like this, we are a small family owned and operated company and treat all of our customers fair. We are sorry you do not feel you have had a great experience but had you been honest about the items in the beginning and confirmed the list of items correctly then you would have had an accurate estimate from the beginning. The price would have been what it is now and there would be no issues because everyone would have been on the same page with your move. We can not pre-estimate you for items we are not aware that you have. You also stated you told Alex this by email and upon checking his emails, the only thing you reiterated to him was additional boxes to which he did add. Your items are en route to you and the driver will call when he is local. There is nothing more we can do to meet your "demands".

• Initial Complaint

  Date:09/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number ******** (last number may be missing). Original amount was approximately $12,000. Amended on 6/4/2021 to over $16,000.00. I contracted with American Relocation to move my household goods from Windsor Mill, Md. to Goodlettsville, TN on 5/25/2021. At the time the movers were packing my belongings, they took apart anything that had legs, my grandfather clock (to include the pendulum and chimes), flower arrangements were not packed with wrapping materials and my office desk was dismantled. I immediately called the company to complain. I spoke with Michele, my salesperson,told her my furniture was being taken apart. She guaranteed me that the movers would put everything they took apart together when my belongings arrived in TN. That did not happen. The movers moved my furniture from my residence in Md. to American relocation storage facility in Arbutus, unloaded everything and put my belongings in their storage facility. A few weeks later my belonging were reloaded onto a 16" wheeler and moved to storage in TN. The two movers stacked heavy boxes on top of light weight boxes which caused the heavy boxes to crush the light weight boxes and break/damage the contents. Furniture was thrown into my storage units which caused breakage, scratches, broken furniture, leather furniture torn, scratched, clothed chairs and sofas with broken legs and indentations from items being stacked on top. Screws are missing, I found chips of furniture on the floor, the pendulum for my grandfather clock is bent and my new flower arrangements are wrecked. I have been in contact with Michele numerous times by email, text and telephone. The company's commitment to me is to return my belongings the way it left Md., all furniture taken apart put back together. Michele assured me that movers would be in TN. (when they had a load) and put my items back together. The delay in construction of my new home caused by the shortage of materials. (continued see attachment)
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 9, 2022/09/19) */
  Hello, we are sorry that you feel that way but your estimate goes over because you had more items than we estimated, which was 7,840 lbs more. A lot of items that you said you will not take it and it ended up that you took even more stuff that supposed to. The reason we didn't put your furniture together is because we unloaded into a storage. When the items goes into a storage we don't assemble the furniture together because the items will need to be loaded again into a truck and delivered to the house. Anyway per your request we tried to come back twice when we had a crew in TN. Unfortunately, one time you knew we were supposed to come. We were about to arrive at your location and you called us and said you had some health issue. Second time when we tried to come, we called you for two days but you just didn't answer your phone. Regarding the damages I am sorry to hear about that but per our contract the claims needs to be submitted within 30 days. We don't have any statement, report from you in writing about damages or any claim submitted. We found out about your damages only now a year later, from claim received from BBB. We tried our best to resolve the problem. Unfortunately we can not open a claim a year later after we did the move.
  
  Consumer Response /* (3000, 29, 2022/10/10) */
  For the Record
  
  Michelle contacted me on Friday, October 7, 2022 and offered me a total of $150.00. She had refused all my previous calls. I have always been amenable to working out a fair settlement, but this is the first time an offer was made. I told her at that time to give me a little time to come up with a counter offer (in other words to contact a couple of furniture professionals to get a realistic cost). I explained that it would cost much more to get a professional to put my furniture back together since parts (screws and bolts were missing) that American Relocation took apart without my permission and that Michelle verified that this is what they do during moves and the company movers knew what they were doing. I was and am not seeking reimbursement for all the damage and destruction the company representatives did to my furniture. However, $150.00 is extremely unrealistic and an insult. I would be willing to settle for $1,200.00. I am already out thousands of dollars due to the negligence of American Relocation. I am willing to discuss a good faith settlement offer from American Relocation
  
  
  Business Response /* (4000, 32, 2022/10/13) */
  Please accept the following response: The reason why we didn't assemble the things together is because the things were put into a storage .We've been working in this industry for more than 10 years and We've worked with 30 different moving companies and we've never assembled things in storage and no other company does. When people move into storage, they don't ask for things to be assembled, because after that, anyway, the things have to be loaded into the truck again and moved into the house, apt...
  "The company should be a company of integrity and of their word. They should take responsibility and have a professional company put what can be put back together of my furniture" We actually did tried twice to go back to the storage and
  handle this issue to the customers satisfaction.
  First time we did set up a date with the customer and when the movers were on the way customer called and we were told she has some medical problems and just couldn't make it, the second attempt when the movers were in TN customer just didn't respond to our phone calls.
  Any claims or damages needs to be reported within 30 days. We found out about the damages only from BBB complain which is a year later after the move was done. I attaches a copy of the bill of lading where the customer signed that she received the items were received in good condition and nothing was noted in the inventories about damages.
  While we regret that we could not handle this matter to the customers satisfaction, it is our hope that you can understand our position in this matter.