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:03/24/2023

  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 contracted with A&M Moving Services to move my household goods from my home located at ******************************************************* to my new home at *********************************************************************. They arrived on 10/25/22. There are three (3) individual issues that I am seeking a resolution with.#1. Charged additional labor for oversized items. $350 for floor safe, $500 for a piano, $500 for Desk/Hutch (Total of $1,350). When the driver arrived in *******, *** Services could not locate additional labor to assist with the movement of these items. My wife and I provided the additional labor for not only these items, but for approximately half of the unloading of the truck. I am seeking a full refund for the additional labor charge for the oversized items that was not provided.#2. Damage to the floor at home in *****. When moving items at the home in *****, the movers damaged the hardwood floor in 3 separate locations. I spoke with the movers at the time as well as the *** Moving Coordinator, ***********************, and was told that I would need to file a claim with their insurance provider and they would reimburse me in full. After I arrived in ******* I contacted their insurance company (***********************) and was told that they only cover damage to the moved goods. *** informed me that I should contact my homeowners provider. The house was sold and the homeowners policy was cancelled before I arrived in *******. I am seeking a reimbursement for the damage of $1,500.#3. There are 18 missing boxes. My agreement with *** was for a full truckload. No other goods were to be on this truck. When the truck arrived, there were a total of 18 missing boxes. The driver said informed us that it was possible that they were left at the stop the previous day in ***********. I asked what he meant and he informed me that another persons goods were on the tail end of the truck. Estimated value of the contents is $1,500. Total reimbursement I am seeking is $4,350.

  Business Response

  Date: 03/30/2023

  Hello ****,
  We apologize for the negative experience you had with ******* Moving Services. Thank you for bringing your concerns to our attention. After conducting our investigation, we found that the driver did have a helper with him and he mentioned that you assisted him with 2 of the **************** which are the piano and safe and the driver and helper took care of everything else.

  We understand that it was hard work for all involved and we would like to offer you a refund of $250 as a token of our appreciation for your help.

   
  Regarding the damage to the floor in your ***** home, we regret to inform you that our insurance policy only covers damage to moved goods, not damage to floors or walls. However,

  we recommend that you contact your homeowner's insurance provider as they may be able to provide coverage for the damage caused by our company during the move.

   
  As for the missing boxes, our inventory list indicates that all of your goods were loaded onto the truck, so it is unlikely that 18 boxes were missing.

  Please double-check your count of the boxes and let us know if there are any discrepancies. We will also check our warehouse for any misplaced items belonging to you.

   
  Please provide us with your information to receive the $250 refund that we have offered you, and be sure to file a claim for any missing or damaged items with our insurance company. Thank you for your patience and understanding.
  Best regard

• Initial Complaint

  Date:12/14/2022

  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.

  I hired this company to move me from ***** to ********. I was quoted $1800 for the move. The day the movers arrive and when they were two thirds of the way through loading, they charged me $4,500! Due this being disclosed at the very last minute, I was unable to secure a different moving company and already paid $600 deposit. They were a day early to deliver and I was only provided a 30 minute notice to be ready OR they would charge me. This was stated AFTER the owner told me if it was too late, his guys could get a hotel. After everything was unloaded they moved someone elses head board into my house and attempted to leave. After almost a month of trying to get a response from the owner, I was told they lost my head board. In order to get reimbursed I have to print a claim and MAIL it to their insurance company myself! Their business practices are DEPLORABLE!

  Business Response

  Date: 12/16/2022

  Im very sorry to hear that you had a negative experience. It is always important for us to help our customers with any issues.
  
  This mistake was likely caused by one of our crew members, but we should have handled this situation better regardless.
  
  We are here to serve our customers to the best of our ability.
  First of all, we are sorry if there is any change in the price, as you had more items which are not listed in the inventory list. 

  Regarding the delivery, we informed you via email and text message, in addition of ***** called you a day before your delivery to confirm.

  We always make sure to answer our customers calls and emails.

   

  Please make sure you have the right number. It's *************.

   

  Sincerely,

  ******* support team

   

  Customer Answer

  Date: 12/16/2022

  Complaint: 18575496
  
  I am rejecting this response because:
  ***** did NOT return any of my emails until I called him and complained. **** (who confirmed my inventory list) told me removing our appliances would save us space, which is what EXACTLY we did.

  ****** (who quoted us) put in your "crew members" paper work I only had 33 items, not 33 cubic feet. 

  On top of all of this YOUR company lost my head board and no one has taken responsibility for this. 

  ***** called me the night prior and gave me a time frame of "evening" because they had a delivery before me. Your "crew members" did my delivery first and told me I would be charged if I didn't allow them to deliver at their timeline. 

  Regards,
  
  ***********************

  Business Response

  Date: 12/28/2022

  Hello ******,

  I am not sure why did you reject my letter although I did my best from my side to help you.

  About the missing head board, I explained to you it has been forgotten in the warehouse and I will send it to you with the available truck heading your way. And also I sent you the insurance department information and asked you to file a claim for it. So you will get refunded for it and we still going to send it for you.

  About the size of the job. We work with space and we explained everything to you, we showed you the truck before we loaded and after and showed you the space. You agreed and sign the contract after.

  If you have any questions or you looking for different solutions.

  Please give me a call at ************.

  Customer Answer

  Date: 12/28/2022

  Complaint: 18575496
  
  I am rejecting this response because:

   

  You made absolutely NO mention of sending the headboard back. As a matter of fact, you told me your crew lost it. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/12/2022

  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.

  My husband and I relocated from ***** to ********* in august-September 2022. *** was contracted through Belmont who originally quoted our relocation. The day before the packers arrival, we were quoted another price. The packers/loaders arrived without TV boxes we ordered. They packed our TVs with a comforter and taped moving box that was broken down. At ************ man unloaded our entire house. At pickup and delivery we were not provided a signed item list. The company was contacted and I requested one but never received a signed list showing chain of custody of our property. Once we started unpacking, I couldnt believe the amount of times that were broken and damaged. A TV, brand new mattress and lamp were those I documented. In addition I am missing items that were never packed or not delivered. I contacted the company who directed me to anthem claims. I followed the procedure and received a settlement claim of $69.00. I contacted anthem who directed me to *** for arbitration information to dispute. *** will not provide me the info. I dont understand how a company can take responsibility for my belongings, neglectfully provide a service I paid for, damage my property and then not be held responsible for replacement.

  Business Response

  Date: 01/14/2023

  Hello, Im very sorry to hear that you had a negative experience with ******* Moving Services. It is always important for us to help our customers with any issues. This mistake was likely caused by one of our crew members, but we should have handled this situation better regardless. However, we are not sure why you mentioned that we didn't provide you the information that you asked for, since one of our representative sent you the arbitration information and everything you asked for through text message. As mentioned in the contract you signed upon using our services, the insurance covers 60 cents per pound per article for any broken item. Despite from that ******* Moving Services offered you 250$ in addition of what did you receive from the insurance.

  Ive passed this on to our crew well make sure we use this experience to grow and learn as a team. Please let us know if there's anything else we can assist you with.

  Thank you.

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  

  ******* Moving has agreed to pay $250 in addition to the amount the insurance has paid. I will not be requesting arbitration. With the $250 amount and insurance settlement, I am satisfied with the resolution. 
  
  Regards,

  
  *************************

• Initial Complaint

  Date:11/29/2022

  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.

  DOS 8/24/22 - contracted with **** @ A&M Moving for pick up on 9/29 where I was told they were the service provider and not a broker. I was supposed to be contacted by 9/27 to confirm date and time of pick up **** called and asked for pictures of the items to ensure the cost would match the quote and the truck dispatched would accommodate our items. I sent pictures on 9/27 and told ********** removed furniture items but had more boxes. I never received a call back. I never got a call from dispatch until after hearing from a 3rd party mover that A&M brokered my move to. I was unaware that our move would not be handled by A&M. The mover came and based on their calculation the move went from costing $3k to $5k. **** at A&M guaranteed us 2 months free storage and this mover had no knowledge. I tried to get a manager on the phone and was unable to get anyone to take or call me back. I received my items on 11/22 with a large number of items broken and brokered yet to a separate company from the one that picked up my items. This entire move was a bait and switch from the start. The company misrepresented themselves as the service provider when in fact they were the broker - **** also provided the link to the database which confirms they are a setvice provider, never responded to the email sent on 9/29, and never heard back from **** after providing the photos of the items being moved. Had I known that A&M was a broker I would have never used their services. I was quoted one price after giving a full itemized listing and when the 3rd party mover came in I was told a totally different price that was $2k more. Again, I received my items from another company with a large number of items broken. I have yet to have my concerns addressed. Because of their negligence I had to leave behind pieces of furniture as well.

  Business Response

  Date: 12/11/2022

  Im very sorry to hear that you had a negative experience with us. It is always important for us to help our customers with any issues.
  
  This mistake was likely caused by one of our crew members, but we should have handled this situation better regardless.
  We are here to serve our customers to the best of our ability.

  
  Kindly send pictures of any damaged items to this email address.

  I will let someone from CR7 to call you and solve any problem you had.
  
  Please do not worry, we also provide included insurance that will cover the expenses of any missing or damaged items. Visit the website below to file a free claim and everything will be taken care of.  **************************
  

  We are not brokers, but we have a carrier agreement with different companies to serve the jobs located out of *****, To be able to help our customers in their moving anywhere.

  I have passed this on to our crew well make sure we use this experience to grow and learn as a team. Please let us know if there's anything else we can assist you with.

  Customer Answer

  Date: 12/13/2022

  Complaint: 18465303
  
  I am rejecting this response because: the company gained our business through false pretenses and misrepresentation. At no time were we informed that our move would be contracted out to a 3rd party. The search engine provided as well as the direct conversation from the sales rep **** said the company would he handling our move directly. Additionally, pictures of our inventory was sent directly to *******, however when the 3rd party came into the home the price of the move doubled. Again, had we been informed that the move would be contracted out to a 3rd party ******* would have never gotten my business. The company intentionally misrepresented themselves *** neglected to provide timely communication throughout the entire process. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 01/03/2023

  We didn't gain your business through false **** ** I explained we Legally contract with professional moving companies to serve some of the jobs in case
  A&M Moving Services has no available trucks, To be able to help our customers all over the united states. 
  About the difference in the price, it usually happens when the customer doesn't mention clearly what is inside the house from furniture, boxes, bed .. etc,
  And our service depends on the cubic feet, which means how much space the customer will be using in the truck. The space that you used in the truck is 
  different than the space mentioned in the estimate and therefore the price changed.
  CR7 called you and mentioned that they are a sub-contracted company and also explained everything in the pick-up.
  you accepted the price and signed the revised estimate before they even start loading or taking anything to the truck, The revised estimate says that you accept the difference in the price and allowed us to start wrapping and loading your goods. They also provided you with the insurance department to be able to file your claim, In case you had
  anything is broken or missed. 

  Customer Answer

  Date: 01/05/2023

  Complaint: 18465303
  
  I am rejecting this response for several reasons: 

  1) The vendor did in fact gain our business through false pretense as NOTHING WAS EVER INDICATED THEY WOULD BE SUB-CONTRACTING our move to another vendor.

  2) CR7 did not call me in advance of the move, CR7 contacted me the morning of the move to let me know they were in route to the home.

  3) The dispatch team at A&M Moving failed to call me 3 days prior but in fact contacted me the day before and during that time **** requested the photos of the items that were moving. I advised him that once I sent the pictures I would give him a call back so that we may discuss the logistics to ensure that there would be no issues. I sent the photos as promised and called **** twice and left voice messages for a call back which never happened. I also sent a text to **** asking for a phone call and he responded with a text. I never once received a phone call. 

  4) When not contacted by dispatch I had to search for a current number for anyone and at that time I used the number on the website to finally get in touch with ***** who assured me that the cost of the move was set for the remaining payments of $999 each. 

  5) The next time I heard anything from dispatch was the *** of the move when the dispatcher called to discuss the logistics of the move. Keep in mind, the dispatcher contacted me AFTER I received the call from CR7 that they were in route and expected to be at my home by 11am. 

  6) I NEVER received any information from CR7 or better yet A&M Moving that we were sub contracted out until the *** of the move at the time of the move. By that time we were committed to being out of the home and were backed in a corner to utilize their services as the contact was made the same day within literally 1 hour of the expected time of arrival. As such, we were left with no choice but to utilize the service and hence pay the inflated charges for the move. Again, bait and switch scam at every step of the process. 

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/26/2022

  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.

  They did not deliver half of our home items. The owner of the business says that he doesnt have to honor the contract because his driver, who was terminated after this job, signed it, but ** authorized the job verbally also. We have 2 other witnesses to this communication. We are missing, or they damaged over $17,000 in our home goods. We have receipts for new items, but also we are missing irreplaceable items such as pictures and memorabilia from my mother who passed 7 years ago.

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair 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.

  On May 23, 2022, *** Moving was the company contracted through Bellmont Moving to move our belongings from ***** to *********. Many problems occurred while loading the ***************** was dropped down the stairs putting a whole in the wall and gouging the wooden floors. Upon the items all being on the truck, the driver informed me I needed to pay HIM ****** as we were over our quoted amount. Since our belongings were on the truck it felt like it was being held hostage and had no choice but to pay. I was also charged almost **** more by the company than my quote. Every single piece of furniture was damaged. The owner of the company has wanted to put all the blame on us and has not refunded the ****** even though he told me he would when I spoke to him on the phone. The movers did not do an inventory as they loaded, therefore I was not given an inventory. I have not been able to receive compensation for damaged goods as I don't have the proper paperwork. I asked ******* for this, and was ignored.

• Initial Complaint

  Date:08/12/2022

  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.

  Pick up 7/24/22, told they would arrive in a week to drop off items. No calls from anyone in the company. I had to call 3 different people, 6 times to get an answer and still no date of arrival. They said according to policy, we will deliver in **** days. Again, not what I was told.Had them move my daughters items from ***** to ***********. No communication after pick up then the driver **** held my daughters items hostage until she paid the new charges upfront. ******** was useless and literally told me to file an insurance claim with the company to get money back, even if there was no damage or missing items. Dishonest and unprofessional.