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• Additional Info:

  This company has a pattern of complaint alleging service issues. Complainants allege items arrive damaged or missing. In addition, complainants stated the business did not arrive as scheduled or arrived late and took excessive breaks. Thousands of dollars in damaged or missing items has also been reported.
  
  On September 10, 2018 BBB met with this business to request their voluntary cooperation in eliminating the pattern of complaint. The company has supplied BBB with the following steps as a means to address these concerns.
  
  1. As of July 14th, 2018, A2B Moving and Delivery LLC is under new management. While ownership remains the same, day to day operations have been changed. We parted ways with our previous Operations Manager on July 13th, 2018 and promoted a replacement the following day. The jobs that resulted in all of the past complaints were overseen by the previous Operations Manager.
  2. Going forward A2B Moving and Delivery, LLC will follow all regulations and procedures outlined in Defense Travel Regulation (DTR) 4500.9-r. This regulation governs all policies and procedures for the military relocation process and is issued by US Transportation Command to serve as a guideline for how a military service member's personal property move should be conducted. In the past we have tried to go above and beyond for the purpose of customer service and this has resulted in the uptick of complaints.
  3. A2B Moving and Delivery, LLC has new agreements in place with our current military Transportation Service Providers (TSPs) for whom we conduct military moves on behalf of that will limit the scope of our involvement to only what we can control and guarantee.
  4. A2B Moving and Delivery, LLC is in the process of implementing new quality control standards to include weekly training for all employees on all aspects of the military move process in accordance with DTR 4500.r-9. All employees will be required to attend training at least weekly.
  5. A2B Moving and Delivery, LLC will continue to hire only employees vetted and background checked in accordance with military standards. (Requiring successful entry to Fort Campbell, KY military installation via a pass) prior to initiating the hiring process. This process is more rigorous than any paid background check available and requires NCIC background check to come back on all persons wishing to gain entry. Candidates will also be drug tested as a part of the Tennessee Drug Free Workplace Initiative and will undergo a more stringent vetting process. As part of the hiring process all references and previous employers will be called to get a better feel for the candidate prior to hiring. All new hires will undergo two weeks of training and evaluation in the warehouse prior to being placed on a job to go to a customer's home.
  6. A2B Moving and Delivery, LLC will be renewing our commitment to perform a proper on-site pre-move survey prior to any military or commercial/civilian move. During the pre-move survey the customer will be provided a list of contacts, a list of authorized/unauthorized items that may be moved, and a list of items that should be contained and secured prior to moving personnel arriving to the job in accordance with DTR 4500.r-9.
  7. All on-site and phone contact with customers will be followed-up via email with appropriate afore-mentioned documents attached to ensure that there is no miscommunication.
  8. In addition to implementing additional customer contact via pre-move surveys, phone contact, and email; all personnel will be trained to contact the customer prior to leaving for the job and when 20 minutes out from arriving on the job to ensure no miscommunication concerning arrival times, what is happening during that day of the job, or departure/completion times.
  9. Management will be visiting job sites more regularly to make customer contact and to perform spot checks of all packing/loading activities to ensure that the packers/movers are performing the job to the customer's satisfaction within the constraints of the DTR 4500.r-9. A member of management will call or visit each customer during each day of the move in addition to the initial contact and visit. Management will also call on the day after the move is complete to follow up with the customer and conduct a post-move performance survey. This survey will be used to evaluate team members performance.
  10. Employees and management will undergo rigorous training on the DD 1850 (military claims form) to ensure that they can walk the customer through the process and instruct them whom to call in the event of a loss or claim.
  
  BBB and the business are currently engaging in continued communications to monitor the business' complaints and the effectiveness of this plan to eliminate the noted pattern. This is an on-going dialogue and BBB Business Profile will be updated accordingly.