Complaints

This profile includes complaints for American Knights Moving & Storage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Knights Moving & Storage, Inc.

  5824 Waltrip St Houston, TX 77087-5139

• 

  American Knights Moving & Storage, Inc.

  135 Weston Rd Ste 184 Weston, FL 33326-1111

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:06/04/2025

  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.

  False and misleading advertising that resulted in higher storage fees being paid than should have been. I did not want to file earlier because American Knights were paying me on another claim over a period of months and did not want them to reneg on their agreement to make payments under that successful claim.

  Business Response

  Date: 06/04/2025

  BBB,

  This matter was previously resolved through a signed and notarized Full and Final Release and Acknowledgment of Settlement executed by *** *******.
  

  Per the terms of that agreement, *** ******* acknowledged payment as a full and final settlement of all claims, and expressly agreed:
  No further claims will be permitted;
  

  To release and forever discharge American Knights Moving from all future claims or actions;
  

  Not to make any further negative or disparaging statements in any form, including to persons or entities that report on business reliability or practices; and
  

  To maintain the entire matter as confidential between the parties.
  

  Her current submission to your office violates the terms of that signed agreement.

  As such, we will not be reopening this file.
  

  We respectfully request this complaint be administratively closed as the matter is contractually barred from further review.
  

  Sincerely,
  American Knights Moving

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  This has nothing to do with the previous issue and the RElease. I made that quite clear. The release dealt with damage as mentioned therein. This is a complaint for false advertising and storage fees- distinctly separate. I suggest you consult with your legal counsel. If this cannot be resolved I will have to report matters through to the appropriate authorities that oversee moving companies and take further action.
  
  Regards,

  **** *******
  
  
   

  
  

  Business Response

  Date: 07/01/2025

  To Whom It May Concern,

  This matter is already contractually resolved.

  Ms. ******* executed a signed and notarized Full and Final Release and Acknowledgment of Settlement, under which she:
  - Released and forever discharged American Knights Moving from all future claims,
  - Agreed that no further claims will be permitted,
  - Accepted payment as full settlement of any and all disputes or disagreements between the parties, and
  - Agreed to maintain complete confidentiality and non-disparagement, including statements to entities that gather or report on business practices.
  

  This new filing is not a distinct or separate issue. Storage fees and advertising fall squarely within the business affairs, practices, and policies referenced in the non-disparagement clause, and are part of the same shipment and circumstances governed by the release.

  Her attempt to re-litigate or publicly reopen matters that were contractually resolved constitutes a clear breach of the signed release agreement. We consider this complaint barred and will not respond further.
  

  We respectfully request that this complaint be administratively closed and not published in light of the legally binding settlement already on file.
  

  Sincerely,
  American Knights Moving

• Initial Complaint

  Date:03/22/2025

  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 contacted ******** from ************* for our relocation from **** to ********* *******. Unbeknownst to us until the day of packing they subcontracted to American Knights Moving from *****. They demanded an additional $4,808 before they would begin packing. As we had to be out of our home we had no choice but to pay. Our home contents were unloaded into a locked, keypad protected, and monitored storage unit as our home was not released to us until 11-30-2024. Our contents were moved into our home 12-4-2025. Upon unboxing items from our bedroom were found missing including a $14,000 custom diamond and gold bracelet, two 14k gold mens wedding bands, a 14k gold class ring, a Glock 43x pistol, a watch, and a commemorative 9-11 knife. Upon unpacking the packages these items were inside were included, but the contents missing except for the firearm which was missing with its case. A claim was filed with *** for insurance however it was denied as they don't cover firearms, jewelry, and weapons. Also, they stated I could not identify a missing box. This was clearly theft and was reported timely as such. Attempts to contact American Knights moving have not been successful. I am seeking full refund which is less than the value of the stolen items. We can identify the individual who was the only Knights employee in our bedroom.

  Business Response

  Date: 03/24/2025

  Good morning Mr. ****************** take all claims of missing or stolen items very seriously and appreciate the opportunity to address your concerns. After a thorough investigation and review, we strongly and respectfully dispute your allegations.

  Prior to your move, you signed three separate documents explicitly stating that valuable jewelry and firearms should not be included in the shipment. Despite this agreement, your complaint alleges that such items were packed and later stolen. These items were contractually excluded from your move and, therefore, should not have been in our possession at any point.

  Additionally, the timeline of events raises concerns. Your items were picked up on November 6, 2024, and delivered to your storage unit in ******* on November 13, 2024.  Your accounting of events states that they remained in your storage until December 4, 2024, when they were moved into your new home. However, you did not report any missing items until December 16, 2024more than a month after delivery and nearly two weeks after moving the items into your home. This significant delay makes it difficult to determine when or where the alleged loss occurred.

  Furthermore, at the time of delivery, you signed multiple acknowledgments confirming the receipt of your shipment. Specifically, you signed statements affirming that:
  We have checked all the items listed and numbered 1 to inclusive and acknowledge that this is a true and complete list of the goods tendered and the state of the goods received.
  Delivery Acknowledgement: Shipment was received in apparent good condition except as noted on inventory and services ordered were performed.
  By signing these acknowledgments, you confirmed that all your items were delivered and received in good condition. There were no notations at delivery indicating missing boxes or concerns regarding missing items. This directly contradicts your later claims.

  The police report further confirms that your belongings were placed in a locked, keypad-protected, and monitored storage unit before you moved them into your home. Our company had no access to your items during this time, meaning multiple factors could have contributed to their disappearance. Additionally, the report does not identify a missing box, only individual missing items that were allegedly inside unpacked boxes, making it impossible to determine when or where the loss occurred.

  It is also important to note that the crew members that handled your move have been with our company for many yearsour ******* for over 15 years and the rest of the team for more than five yearswithout a single complaint of theft.

  We have responded to your inquiries and provided claims forms on December 16, 2014, despite the fact that the items in question were explicitly excluded from coverage under the agreement you signed.

  We understand that losing valuable belongings is frustrating, but the facts do not support your claim that our company or employees were responsible. Given the signed exclusions, the delayed report, the storage unit access, and the signed acknowledgments at delivery confirming receipt of your items in good condition, we will not issue a refund, as there is no evidence linking your alleged loss to our services.

  If you choose to pursue compensation through your homeowners or renters insurance, they may investigate and, if they determine we are liable, subrogate the claim to us. We will, of course, cooperate fully with any legitimate third-party investigation.

  If you have further concerns, we encourage you to pursue them through the appropriate channels.
  

  Sincerely,

  American Knights Moving

• Initial Complaint

  Date:11/14/2024

  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.

  American Knights website claims to store goods in a climate and vermin controlled facility with goods stored above ground. Due to false and misleading advertising, our goods were subjected to vermin damage as well as water damage that resulted in extensive mold/mildew growth on furniture and personal effects. We carried replacement insurance but it excludes coverage for this type of damage. We paid American Knights to store our furniture etc in a climate and vermin controlled facility free from water/mold and mildew.

  Business Response

  Date: 11/15/2024

  Good morning,
  Thank you for your inquiry. We are aware of the unfortunate situation surrounding Ms. ******** items, and we deeply regret the inconvenience this has caused her. After investigating the matter and processing the claim through ***************************** Ms. ******* received a payout of $9,138.99. Of this amount, $1,604.00 was invoiced to and paid by American Knights as part of the subrogation process.
  Once the claim was concluded, we made every effort to fully understand the underlying cause of the issue. We take full responsibility for what occurred, and as a company that values fairness and transparency, we have worked diligently to resolve the matter to the best of our ability.
  The adjuster determined that the total amount of loss due to water damage that was excluded from coverage was $3,015.00. However, in our sincere efforts to make things right, we proactively offered a total of $3,513.00 to Ms. ******** above and beyond the $9,138.99 she already received from ******* and the $1,604.00 already paid by American Knights to ******* as part of the subrogation process. We offered this payment as follows: two installments of $1,000 and one of $1,513.

  We also provided a release form to ensure that all parties were satisfied and the matter could be fully resolved--and we even made modifications to the document to ensure she felt comfortable with it.
  

  Unfortunately, it appears that she has declined this additional offer, as we have not received this release back., and has not contacted our office since 9/4/24.  Now, over two months later, we have received this BBB complaint.
  

  If Ms. ******* would like to continue with the refund process or discuss any further concerns, we kindly ask that she contact our office directly. We remain committed to resolving this in a fair and timely manner.

  Warm regards,
  
  American Knights Moving
  

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  The last message from that business related to the sum of $3015.00, the reason for which was not disclosed in their Release but related to damage to belongings due to water/vermin damage. It was a blanket release and if I signed it, it would have prevented me from raising the subsequent issue that the premises were not climate controlled. I was charged a monthly rental based on it being climate controlled. Such rental amount is significantly higher than a non climate controlled facility. Therefore, I did not get what I paid for. This was spelled out completely in the complaint.

  
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 12/17/2024

  Thank you for your inquiry. We are aware of the unfortunate situation surrounding Ms. ******** items, and we deeply regret the inconvenience this has caused her. After investigating the matter and processing the claim through *************************** Ms. ******* received a payout of $9,138.99. Of this amount, $1,604.00 was invoiced to (and paid by) American Knights as part of the subrogation process.

  Once the claim was concluded, we made every effort to fully understand the underlying cause of the issue, and as a company that values fairness and transparency, we have worked diligently to resolve the matter to the best of our ability.

  The adjuster determined that the total amount of loss due to water damage that was excluded from coverage was $3,015.00. However, in our sincere efforts to make things right, we proactively offered a total of $3,513.00 to Ms. ******** above and beyond the $9,138.99 she already received from *****`s and the $1,604.00 already paid by American Knights to *****`s as part of the subrogation process. We offered this payment as follows: two installments of $1,000 and one of $1,513.
  
  We also provided a release form to ensure that all parties were satisfied and the matter could be fully resolved--and we even made modifications to the document to ensure she felt comfortable with it.
  
  If Ms. ******* would like to continue with the refund process or discuss any further concerns, we kindly ask that she contact our office directly. We remain committed to resolving this in a fair and timely manner.

  Warmest regards,

  American Knights Moving
  

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  The reason being is that the complaint has two components to it: 1.Damage to the goods stored which relates to the offer of $3015.00 that was made by American Knights through ************************. and 2. Storage fees of over $13,000 that was paid for alleged climate controlled and vermin controlled  premises. American Knights failed to provide climate controlled and vermin controlled storage as represented on their website. I was charged a monthly rate for controlled storage that is 30% higher than what I would have been charged for non climate controlled vermin controlled storage.  My claim is for 1.- the actual damage to goods, the mismarking of inventory and the mingling my goods with others on the one hand;  the offer of $3015.00 and 2.- the additional monies I paid for controlled storage which was not provided by the company; $9,000.00.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  **** *******
  
  
   

  
  

  Business Response

  Date: 12/27/2024

  Ms. *******,

  We have made every effort to address your concerns and provide a resolution that is above and beyond our contractual obligations and in good faith.  The final offer we made to you was for $3,513.00--not $3015.00.

  We stand by this offer, should you wish to proceed.
  

  We apologize that we cannot meet your requested resolution but remain committed to improving our services and addressing concerns as they arise.

  
  Sincerely,
  American Knights Moving
  

  Customer Answer

  Date: 01/04/2025

  Better Business Bureau:
  
  Further Response to American Knights-
  
  There are TWO complaints. They were not able to be filed seperately because the Release that you sent, if signed, would have precluded me from taking any further action against American Knights for whatever reason. Therefore I had to combine them in my complaint.
  
  
  The first refers to the offer of $3513.00 which was made by American Knightst hrough ***** Insurance. ******************** handles claims for damage.
  
  
  The second part of the claim refers to fees charged as a result of a misrepresentation by American Knights that controlled storage is provided for a fee in my case of $800/month.
  The premises are not climate controlled as advertised and I did not receive what was
  advertised. Non climate controlled facilities are cheaper. Therefore my claim is for the difference in what I paid for climate vs non climate controlled storage. 

  **** *******
  
   

  
  

  Business Response

  Date: 01/08/2025

  Hi Ms. ****************** amount Bakers denied for the water damage was $3015.00, the remaining $500.00 of the $3513 we offered was to address your additional concerns.

  We already paid $1,604.00 to ******* for the claim.

  We do stand by this and are still willing, with receipt of the signed and notarized settlement agreement, to honor the $3513 split into 3 payments.

  Please contact us directly if you wish to proceed with this.
  

  Wishing you a wonderful new year,

  American Knights Moving
  

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  American Knights have falsely claimed that $500 is for the ancillary issues that I raised. This is impossible due to the fact that my claim with ***** Insurance was for damage. They have nothing to due with false claims regarding the type of storage American Knights advertises and what they charge for. Therefore ******************** was not privvy to any part of my claim for false advertising since they are an insurance company. I stand by my original claims: the first is for damage (ie ***** Insurance etc and physical damage for which American Knights offered $3513.00) The second is for false advertising which can indeed be taken further if they do not accept that they engage in false and misleading advertising purporting to offer climate controlled storage for $800/pm when in fact it is not climate controlled and should carry a much lower monthly fee due to the risks associated with non climate controlled storage.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  **** *******
  
  
   

  
  

  Business Response

  Date: 01/17/2025

  Dear Ms. ************************ you for your continued communication regarding this matter.

  
  We understand the distinction you are making between the claim for damages and your ancillary concerns.

  
  Damage Claim:
  The offer of $3,015.00 corresponds to the amount denied by ************************. Although we are under no obligation to compensate for this amount directly, we offered it as part of our effort to resolve your concerns in good faith.

  
  Goodwill Offer:
  In addition, we extended an extra goodwill offer of $500 to address the ancillary concerns raised during our communications, bringing the total refund offer to $3,515.00.

  
  Unfortunately, despite our attempts to resolve this matter and provide a fair resolution, you have declined our offer.

  
  At this point, we believe we have acted transparently and in good faith to address your concerns and resolve this issue. While we regret that we have been unable to reach a resolution that meets your expectations, we feel we have done everything within reason to resolve this matter.

  
  Thank you for your time and understanding.

  Should you have any further questions or wish to revisit this offer, we remain open to constructive dialogue.

  Sincerely,

  American Knights Moving
  

  
  

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I will accept the offer made by American Knights Moving provided you make reference to it being the alleged amount denied by ******************** and make payments over two months and not three which seems entirely fair given the circumstances and passage of time.

  **** *******
  
  
   

  
  

  Business Response

  Date: 02/04/2025

  Hi Ms. ************************ is the email we received from ***** regarding your file and the denied amounts.  Secondly, unfortunately, we cannot split the payment into two months.  It would need to be paid over three months, as in the settlement document, and we would still need that notarized and sent back to us.

  Warmest regards,
  American Knights
  
  
  
  
  Good afternoon,
  
  I hope you are well! I have the following breakdown of the water damaged items below:
  
  Water Damaged Items
  Pillows x 6 $234.00 As Claimed
  Books x 3 $96.00 As Claimed
  QN Box Spring $880.00 As Claimed
  QN Mattress $880.00 As Claimed
  Bedroom Dresser $500.00 Repair Cost
  Desk $125.00 Repair Cost
  Wicker Chair $300.00 As Claimed
  $3,015.00
  
  One of the original items have been denied so the total became $3015. I have instructed **** to reach out to you with any questions.
  
  Her information is as follows:
  
  **** *******
  ************
  **********************************
  
  Thank you kindly,
  
  ******* ***
  All Lines Claims
  *****************************************

  Customer Answer

  Date: 02/19/2025

  Better Business Bureau:
  I did not receive the usual email notification that American Knights had responded so I just happened to check and see that the deadline for my response is approaching. I will sign the release however I would ask that reference be made to the ***** response outlining the items that were water damaged or at least incorporate a reference to ***** in the Release. I will reluctantly accept payments over 3 months. Thank you.
  
   
  

  Business Response

  Date: 02/19/2025

  Dear Ms. ************************ you for your response. We appreciate your willingness to move forward with signing the release.

  Regarding your request to reference ************************* response in the release, we have reviewed this request and incorporated appropriate language as feasible. 

  As agreed, the total payment of $3,515.00 will be made over three months.

  Once the release is signed and notarized, please submit clear scans here it here so we can initiate the first payment accordingly.  Please also include the address where you would like the check mailed.

  
  Sincerely,
  American Knights Moving

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have had the release notarized and attach a copy for your records. The original has been sent  so please acknowledge receipt when it has been received. The correct address to send payment is *************************************

  **** *******
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 03/07/2025

  Ms. *******,

  We received the notarized release today 03/07/25.  The checks will be sent according to the agreement:

  1 of 3 to be mailed by April 6, 2025

  2 of 3 to be mailed by May 6, 2025

  3 of 3 to be mailed by June 5, 2025

  Thank you for continuing to work with us, and we are looking forward to resolving this for you.

  Warmest regards,

  American Knights Moving

• Initial Complaint

  Date:05/02/2024

  Type:Billing 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.

  The movers picked up my furniture on 4/29/24. The driver who had me sign all the paperwork stated they would deliver the furniture to our new residence on May 1st. We moved from TX to OK. He told me they would deliver the afternoon of the 1st. We waited all day, standing in an empty apartment. Finally at 7 pm we went to a hotel. I called them the next morning and was informed they would deliver that weekend. Still several days away. I let them know what I was told and that the weekend was unacceptable. We have no clean clothes to wear, and I had to buy some folding chairs so we could at least sit. The person was supposed to call me back in 20 minutes, but that time has come and gone. I am out the expense of more hotels and meals out due to this delay. I don’t feel I should have to pay the delivery fee since they did not hold up there end of the deal.

  Business Response

  Date: 05/02/2024

  Dear Better Business Bureau,
  
  We are writing in response to a complaint filed by Susan ******** regarding her recent experience with American Knights Moving Company. We appreciate the opportunity to address her concerns.
  
  Ms. ********** complaint pertains to the delivery of her furniture, which was picked up on April 29, 2024, for a long-distance move from Kyle, TX to Owasso, OK. During the signing of the paperwork, Ms. ******** was requested to provide a ready date for her delivery. She opted for a consolidated move with flexible delivery, allowing for a window of up to 21 business days from the ready date provided by her.
  
  Attached is the scanned document signed by Ms. ********, wherein she acknowledged the terms stating that the actual arrival of goods is flexible within 0-21 business days from the earliest indicated date. Pickup and delivery dates are estimates and not guaranteed. The document shows that the written first ready date as 05/01/2024 means that the 21 business days will end on 05/31/2024.
  
  Based on the agreed-upon conditions outlined in the contract, there has been no violation. We are committed to delivering Ms. ********** household goods promptly within the specified time frame.
  
  We apologize for any inconvenience Ms. ******** has experienced and assure her that her household goods are scheduled to depart tomorrow toward her destination. If everything continues as planned, the approximate delivery will take place on May 4 or May 5. We have just contacted Ms. ******** and updated her about this information. Once the truck leaves our facility, our customer service will be in contact with Ms. ******** to provide all necessary information, including driver details and the delivery time frame.
  
  We appreciate your attention to this matter and trust that this information resolves Ms. ********** concerns.
  
  Sincerely,
  Support Manager

  American Knights Moving

  Customer Answer

  Date: 05/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:02/15/2024

  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.

  Date of Transaction: 11/29/2023 – 12/22/2023
  Contract #: 1003649
  
  We engaged with ***** *** ********** and American Knights Moving for our relocation from Texas to Missouri.
  
  Initially quoted $3,592.00, our final bill with American Knights amounted to $8,725.75 due to unforeseen cubic footage discrepancies, despite our detailed inventory.
  
  On loading day (12/11/2023), we were shocked to learn our belongings would occupy 1,750 cubic feet, double the initial estimate. Despite protests, we felt coerced to sign, fearing loss of possessions.
  
  Metro Hop's intervention helped negotiate a reduced balance, though still exceeding the initial quote.
  
  Upon truck arrival (12/22/2023), we found only 1,400 cubic feet utilized, with severe damage to our items, likely occurring during unloading. Furniture remained unwrapped, necessitating extra effort to restore.
  
  Additional issues included rude behavior from contracted labor, lingering odors, property damage, and unwarranted solicitation for tips. We possess ample documentation supporting pre-move item conditions and transit damage, aiming to prevent similar experiences.
  
  There is not enough character space nor upload space to share our full story as we would like to. Thank you for your attention to this matter.

  Business Response

  Date: 02/22/2024

  Dear BBB,
  

  We appreciate the opportunity to address the concerns raised in the complaint filed by the customer Annemarie ********* & Luke ****** regarding their relocation experience with ***** *** ********** and American Knights Moving.
  After thoroughly reviewing the details provided by the customer, we would like to provide clarification and address each point raised:
  

  Initial Quote Discrepancy: The customer mentioned an initial quote of $3,592.00 for 1000 cubic feet, but the final bill amounted to $8,725.75 for 1750 cubic feet. Our records indicate a total amount paid of $7,377.21 after discounts totaling $3,889.37 were provided ($2,296.62 from ***** *** ********** + $1,592.75 from American Knights Moving).
  

  Delivery Discrepancy: The customer stated that only 1,400 cubic feet were utilized during delivery, contrary to the 1,750 cubic feet mentioned in the paperwork. We acknowledge this discrepancy, as mentioned earlier, the customer received a $1,592.75 discount for the miscalculation during pickup, equivalent to 425 cubic feet. Therefore, they were ultimately only charged for 1,325 cubic feet.
  

  Damage to Items: We deeply regret the damage sustained by the customer's belongings, including broken china, pressed wood furniture, the bulb in the ceiling lamp, and a number of scratches. However, it's important to note that during pickup, the customer agreed to contact us directly in case of any issues such as damages or missing items, as well as the customer opted for basic valuation protection at 60 cents per pound per item as a protection plan for their move per the signed contract. We are committed to compensating for the damages within the terms of the contract. We were made aware of the damages for the first time through the BBB complaint on February 16 and promptly shared claim process information with the customer on the same day. We urge the customer to register their claim with CSI under the basic valuation protection for further assistance; however, to date, the customer hasn't registered their claim with CSI.
  

  Other Issues: After the claim resolution with CSI, we encourage the customer to contact our support manager directly at [email protected] to initiate an escalated review and resolution for any additional issues not related to the claim.

  We strive to ensure a smooth and satisfactory relocation experience for all our customers. Thank you for bringing this matter to our attention, and we remain committed to resolving it promptly.
  

  Sincerely,

  American Knights Moving

• Initial Complaint

  Date:01/03/2024

  Type:Delivery 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 12.15.2023 my furniture and other items were picked up from San Antonio TX. Upon hiring the movers I was told my items would be delivered within 7 days of pickup. I would be called 48 hours before the delivery to IL. Also I was told I could pay by debit upon pickup - there was no mention that if I used a debit card (which is the same card I used to pay for the initial down payment) I would have to pay a 5% service fee. I was only told this upon my items being picked up - which at that point my checks were boxed up. Called after a week went by and it was 14 days until my items would be delivered. Called on 1.3.2024 and now I am being told it will be 21 business days until my items are delivered as there is no one to drive to IL. Maybe do not take business if you know you cannot do a delivery that far.
  
  Also they placed tape directly on my hardwood furniture upon pickup which I told them not to because it will ruin the finishing. They aslo dragged my dressed down the stairs rather then actually carrying it. So I expect my furniture to be ruined upon arrival and will have a couple of friends with me to verify if things are broken or not!

  Business Response

  Date: 01/04/2024

  Dear Better Business Bureau,
  
  We are responding to the complaint filed by Ms. **** ******** regarding her recent relocation with American Knights Moving, under
  **** ********** We prioritize customer satisfaction and appreciate the
  opportunity to address Ms. ********** concerns.
  
  On December 15, 2023, Ms. ********** belongings were
  collected from San Antonio, TX. Notably, in the documentation provided by Ms.
  ********* she specified her ready-to-receive date for her household items
  starting December 18, 2023. Our consolidated moving services offer a flexible
  delivery window of up to 21 business days, and it's essential to clarify that
  this timeframe is calculated in business days, not regular days. As of this
  response, it is the 11th business day since Ms. ********** initial delivery
  availability, as per the information she provided. Consequently, there is no
  breach of the agreed-upon delivery timeframe.
  
  Effective communication during the moving process is vital,
  and we make every effort to keep our customers informed. In consolidated moves
  like Ms. **********, we typically send email updates upon the completion of
  loading. Our drivers are in contact with customers one day before and on the
  delivery day. However, it is imperative to note that inquiries regarding the
  delivery window and other details should be directed to our office, as our
  drivers may not possess all the necessary information.
  
  Regarding the payment concern, Ms. ******** electronically
  signed the bill of lading on December 4, 2023, clearly outlining accepted
  payment methods, including card payments with a 4.9% processing fee. Therefore,
  this information wasn't new to the customer. Additionally, the document
  explained the guaranteed delivery timeframe of 30 business days. On 01/03/24, while our
  representative updated Ms. ******** on the 21-business-day delivery timeframe,
  there was a misunderstanding that the delivery would occur after the 21-business
  day waiting period – this is inaccurate. We acknowledge the confusion and
  sincerely apologize for any inconvenience caused. We are dedicated to promptly
  resolving this issue and will exert every effort to expedite the delivery
  process. Our customer service team is available to address any concerns Ms.
  ******** may have and work towards a mutually agreeable resolution. Also, we
  would like to mention that different types of moves like direct moves have much
  shorter delivery time frames, but this is a cost-related issue, and for fast
  direct delivery, we suggest using a direct move type with  the delivery
  during 3-5 business days.
  
  Having operated in the moving industry for over 16 years,
  American Knights Moving has built a reputable presence in the US, serving
  thousands of satisfied customers annually. Contrary to Ms. ********** claim of
  our inability to deliver to Illinois state, we have successfully completed
  moves to and from this state in the past.
  
  Concerning potential damages, we take such matters
  seriously. Should Ms. ******** have specific worries about her items, we
  encourage her to contact our customer service, and we will assist her with the
  claim process information.
  
  Once again, we apologize for any confusion and assure you of
  our commitment to providing a positive moving experience for our customers. We
  appreciate your attention to this matter and trust that this information
  adequately addresses Ms. ********** concerns.

• Initial Complaint

  Date:08/22/2023

  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 moving company which outsourced my move to American needs moving. They know I ****** manipulated the price upon arrival. They also had stolen items, including medicines and damaged several of my items as well as left items behind from the move. They hired a third-party to address my claim however, they would not work with me doing to the fact that I am legally blind, and if I did not complete their forms which I am unable to, that was my problem, and would make no help for legally blind people. In addition ever reached out to the moving company I hired as well as the company that was outsourced to, and they refused to call back or offer restitution for my thousands of dollars in damage. Most of the items they damaged were on salvageable and could not be repaired. International van lines was who I was originally hired, not knowing that it was going to be outsourced to this company.

  Business Response

  Date: 08/23/2023

  Hi Mr. ******,

  We are working very closely with Daisja regarding your file, and between all of us, you will have a resolution.  As you know, Daisja with ************* *** ***** is the head point of contact for your move, and she is in contact with us constantly for a resolution on your file.
  

• Initial Complaint

  Date:08/06/2023

  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.

  American Knight was contracted through **** ********** to move our 2bdr apartment from TX to SC. American Knight then contracted another moving company to make the final delivery. Upon arriving at our home they stated that they would not be able to deliver the move due to their truck not fitting in our driveway. When asked for the reasoning, it was stated that “I’m driving and I don’t want to.” The road is 4 cars wide and clear of any other vehicles. The only option presented was to charge an additional one thousand dollars to move the furniture to a smaller truck and redeliver.
  
  The move was quoted at $4000 and at final delivery cost $6500.

  Business Response

  Date: 08/08/2023

  Dear Paige ****** and John *****,
  
  We are writing in response to your recent complaint filed with the Better Business Bureau regarding your experience with our services. We appreciate the opportunity to address your concerns and provide a detailed account of the circumstances surrounding your move.
  
  Firstly, we acknowledge that American Knights Moving was contracted through **** ********** to facilitate the relocation of your 2-bedroom apartment from Dallas, TX, to Greenville, SC. The scope of the job encompassed 623 cubic feet. Our team successfully executed the pickup on 06/28/23.
  
  During the initial pickup, our appointed foreman observed an increase in the number of items beyond the original inventory. In response, we provided two options to accommodate this change: either to proceed with the existing items without altering the agreed-upon price, or to incorporate the additional items (200 cubic feet), leading to a necessary price adjustment. Your agreement to the inclusion of these items resulted in a new total capacity of 823 cubic feet, accompanied by an additional cost of $900.00.
  
  At the time of contract signing, you consented to a consolidated move with a flexible delivery window spanning up to 21 business days from the first ready date to receive the items at the delivery location, which in your case was 07/26/23. Your items were delivered to your new location on 08/06/23, within 8 business days while excluding 2 Saturdays and 2 Sundays. Furthermore, as a stipulated condition within the contract, the delivery could be accomplished using an 18-wheeler tractor-trailer. In situations where the driver deems such transportation unsuitable due to safety concerns or accessibility issues, the ultimate authority to decide on the utilization of a shuttle service rests with the certified driver. It is imperative to mention that this protocol prioritizes safety and cannot be altered solely to cater to a pricing reduction. If this transportation method doesn't align with customer needs, it should be discussed during the booking process.
  
  We acknowledge the inconvenience you encountered during the delivery process and apologize for any distress caused. The charge for shuttle services, amounting to $900, was duly applied, though a review of your account revealed an overcharge, resulting in a refund of $77.00 through Zelle. Please understand that our aim is to provide transparent and efficient services, and we regret any discrepancies that may have arisen.
  
  In closing, we express our gratitude for your feedback, which guides us in refining our operations. We trust that this comprehensive explanation sheds light on the intricacies of your move and the decisions undertaken to ensure a safe and seamless experience. Should you require further clarification or assistance, we encourage you to reach out to our customer service department directly at 281-345-2695 ext. 774 or [email protected].
  
  Thank you for your understanding and patience throughout this process.
  
  Sincerely,
  American Knights Moving.
  

• Initial Complaint

  Date:07/24/2023

  Type:Delivery 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 engaged this company for moving and storage during a relocation in Jan. 2023 from Ft. Worth, TX to Colorado. Since then we have purchased a home and called for our items to be delivered. In July 2023 we called for delivery dates and updates while paying over $260/mo for storage. After finally reaching someone, we were told by Rosa that we I would receive an update this
  I called for an update first thing this morning and was told by Rosa, I would receive an update this afternoon. As of 4:45PM MST (5:45CST Texas) today and have yet to have an update.
  
  Additionally, we referred very good friends ( ***** ****) to use ****/American Nights Moving, and they have already received the contents from their home in Texas to Colorado (Sunday 7/24). Their expected arrival date was 7/15, two days after ours.
  
  We were promised by the broker, management and drivers that our possessions would be here by now, and are now concerned they were lost. Did I mention the driver’s attempted arrived in a smaller truck, attempted to charge us $1000 more AND we had to leave items behind due to lack of sq/ft space!
  
  This company has poor communication, and clearly the logistics and planning are questionable. We simply want our irreplaceable possessions and a proportionate refund.

  Business Response

  Date: 07/25/2023

  Hello Mr. **********,

  Before the pickup, you electronically signed an estimate that had a maximum 30 business day delivery window from your first ready date of  7/13/2023.

  At the pickup, you initialed and signed agreeing to a flexible delivery of up to 21 business days from your first ready date of 07/13/2023.

  We are well within our contractual (and mutually agreed upon) pickup window.  Today, July 25th, is your 9th business day from your first ready date of 07/13/2023.

  Your 21st business day is August 10, 2023. 

  I do see that you did not pay for expedited or direct service.  You received reduced pricing based on a consolidated move and a shared trailer.  As you are aware, the downside to this type of move is a flexible delivery due to the multiple shipments that are loaded on the same trailer.

  That being said, the items are scheduled to load tomorrow and should depart tomorrow or Thursday.  The driver may have stops on the route to you, but once loading is completed, we will be able to provide a narrow window for delivery.
  

  We will be in touch once the items are loaded and the trailer is ready to depart on the route to your destination.

  Warmest regards,

  American Knights Moving
  

  Business Response

  Date: 07/25/2023

  He not pay for expedited or direct service.  His pricing is based on a consolidated move and a shared
  trailer. 

  Unfortunately, he is using you guys to bully us get an expedited service, which is an additional charge, at no cost to him.
  

  Business Response

  Date: 07/26/2023

  Hi Pauline & Joel,
  I received an update regarding your delivery, and I have been advised your household items departed from our Houston warehouse today, and your household items are on the way to you.
  Please remember this is a 53-foot semi truck loaded with your items and possibly others as well. This means he may have stops on his way to you. He will call you the day before delivery to confirm the date and time, but at this time, he is expecting to deliver you items sometime this coming Friday-Sunday—most likely this Friday, July 28th.
  The driver’s name is Yuda. Please feel free to contact him to receive a narrowed down delivery window.
  His phone number is 917-********.
  Your balance at delivery is $958.83, and you can make your payment via cash, or postal money order only.
  Should the driver not be able to get within a reasonable distance of your delivery, he will have to perform a shuttle, which is an additional fee of $531.00 (details on this pricing are in the attached document).
  Postal money orders do not have to have the “pay to” completed, all drivers will have company stamps or deposit instructions. However, your delivery team is Logistic Van Line, and you may make your money order to them or to American Knights Moving.
  Attached to this email is a list of services included and not included in your service to help prepare you for your delivery.
  Please make sure to have a designated area for your mover to discard any shrink wrap or crating materials that were used to protect your move. Your driver is not responsible for an unpacking of boxes, or debris removal.
  If you have not heard from your driver in 2 to 4 days from this email, please reply to all in copy of this email for another update.
  Thank you for your continued patience.
  Due to an increased high call volume, our responses may be delayed. Please know I have received your email and I am responding in the order in which emails and calls have been received.
  
  
  
  
  Warmest regards,
  Dispatch
  American Knights Moving

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [The company delivered the items as stated in their communication buy several of our possessions were damage/broken. The driver was courteous and affable but our pool table wasn’t reconstructed and suffered damage also (this alone will cost $900 to repair). We would like a full refund for ALL of the inconveniences that were experienced.
  
  
  
  Regards,
  
  
  
  Joel and Pauline ********** 
  
   
  

  Business Response

  Date: 08/22/2023

  Mr. **********,

  Reassembly of the pool table was a service not included in your move.  Additionally, we apologize sincerely for the damages.  Please contact us directly so we can open a claim for you.

  Sincerely,

  American Knights Moving
  

  Business Response

  Date: 08/22/2023

  Pauline & Joel **********,
  We have thoroughly reviewed your concerns regarding BBB complaint ID ******** and genuinely appreciate your valuable feedback.
  
  Firstly, it's crucial to clarify that a full refund is contingent upon purchasing full valuation protection before the move, which unfortunately was not chosen in your case. You opted for Basic Valuation protection, which doesn't entail a deductible but provides compensation at a rate of 0.60 cents per pound per damaged item. While we understand this may not fully cover the damages, please rest assured that at American Knights Moving, we are committed to collaborating with you until we achieve a mutually agreeable solution.
  
  To initiate a claim under this coverage, our usual practice is to kindly request our customers to contact our office at the end of the unpacking process. We will promptly provide you with all the necessary information for the claims process. However, in your case, we have already dispatched an email containing comprehensive details about the claims procedure to the address: [email protected]. If you haven't received it, please check your spam folder.
  
  Regarding the pool table issue, we are aware that you were informed by our partners at ACME that reassembly was not included in the service. ACME is actively working towards finding a suitable resolution, and we greatly appreciate your patience in this matter. However, since you have already communicated this concern with them, it is best addressed through their established channels.
  
  Please know that your business holds immense value to us, and we are unwavering in our commitment to expeditiously resolve these issues. If you require further assistance or have additional questions, please do not hesitate to reach out to our office via [email protected]
  
  Sincerely,
  American Knights Moving Company
  

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 08/25/2023

  We are writing to address the concerns raised by Mr. and Mrs. ********** in their complaint, registered under ID ********, and to provide additional context and our commitment to resolving the matter.
  
  Firstly, we would like to extend our appreciation to Mr. and Mrs. ********** for taking the time to share their feedback with us. We deeply regret any inconvenience they may have experienced during their recent engagement with American Knights Moving.
  
  In response to their complaint, we acknowledge that prompt action is essential. On August 22, 2023, we took the initiative to send Mr. and Mrs. ********** the necessary information regarding our claims process. Regrettably, as of today, three days have elapsed, and their claim remains unregistered with CSI. We understand their frustration and concern, and we take these matters seriously.
  
  To effectively address their complaint and expedite the resolution process, we kindly request that Mr. and Mrs. ********** provide CSI with specific details related to their grievance. This information is vital for our investigation and the formulation of a satisfactory solution. We want to stress that cooperation from both parties is essential in achieving a resolution that meets everyone's expectations.
  
  Please rest assured that our commitment to customer satisfaction remains unwavering. We aim to rectify this situation promptly and to the complete satisfaction of Mr. and Mrs. **********.
  
  BBB, we kindly request your understanding and impartial evaluation of our efforts in resolving this matter. We believe that, with cooperation from all involved parties, a fair and equitable solution can be achieved.
  
  Thank you for your attention to this matter, and we appreciate your continued partnership in upholding industry standards and ensuring consumer satisfaction.
  
  Sincerely,

  American Knights Moving

• Initial Complaint

  Date:07/07/2023

  Type:Delivery 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 American Knights movers as my moving company on May 10th, 2024 and paid $7596.44 for their moving services through ********. They were supposed to come to move my things from Houston, TX to Potomac, MD on Jun 23rd or 24th. They ended up pushing the date out to June 25th at the last minute. They have now had my items since June 25th and are holding those items in a warehouse in Houston. I have called twice to understand where my things are and when they will arrive in Maryland and cannot get a straight answer. I have been told repeatedly that they will call with an update, but they never call. Today when I called no one is answering the phone. Through the process all of the explanations have been inconsistent with how the process and policies were originally explained. They continue to refer to a document given to me the day of the move as the truck was leaving. I was given very little time to review the document and the explanations from the foreman were completely inconsistent with what the dispatchers are telling me when I call. This move has ended up costing my family thousands and thousands of dollars in expenses while we wait for our things. At a minimum understanding a timeline for delivery would be helpful so we understand when we can stop leasing and renting and extending our stays. The service and communication has been appalling and I am afraid that our things will be damaged, broken, or lost. If they can’t answer basic questions about timing, and if they lie about basic things like what a ‘first available date’ means in their process ( moving foreman said it’s the first date we are available to receive our things, phone dispatcher says things don’t leave the warehouse until that date) how can I trust them with my entire life’s items. All I am asking for is straight communication and a timeline for delivery.

  Business Response

  Date: 07/10/2023

  Good morning,

  These items departed our warehouse over the weekend, and delivery is expected to be this week.

  Please let us know if you have any further questions. :D
  American Knights Moving