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:09/06/2024

  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.

  Move: **************** to ********Initial representative: ********.Pros: I requested my belongings to be picked up on 8/13, and they were. ******** Rocky, and ******* were polite and careful with my items.From 8/13 to 8/31, my belongings were stored at a ****************. I spoke to my representative, *******, multiple times during this period. I was told there was a delay due to a family emergency. On 8/31, ******* informed me my belongings were picked up, with delivery expected by 9/5.On 9/4, *****, the driver, called to confirm delivery on 9/5 between 10-4 PM. ******* confirmed this. At 2:31 PM on 9/5, ***** called again, claiming the truck had broken down in ******* and he didnt know when my belongings would arrive.I called the office immediately. ***** answered but refused to let me speak to ******* and wasnt aware of the truck issue. ******* called back, acknowledging my frustration. However, ***** lied about the truck's locationbased on GPS trackers in my belongings. He claimed the truck broke down in *******, but it was moving between ****, ***************, and ********.The next morning, ***** responded casually with a thumbs-up emoji, saying delivery would be the next day. I demanded they rent a U-Haul and deliver my stuff immediately, but he directed me to call the office.***** refused to let me speak to ******* again. After explaining the ********* ***** had no real explanation. Despite multiple calls, ***** couldnt reach *****, who continued texting me, advising me to call the ********* that point, I was out of patience. It was clear to me that there was no genuine effort to resolve the situation. I told ***** Id rent my own U-Haul and retrieve my belongings myself. He replied I'd still owe the remaining balance of $1,300, which I found absurd.Bottom line: Find a different moving company. Theyre all liars. Do not trust them with your belongings, or you might go through the same frustrating experience.

  Business Response

  Date: 09/13/2024

  Dear Jes,  
  We have done a thorough investigation of the trajectory and process of your move. Understandably, you may feel deceived but we would like to further explain a couple of things. 
  As you may know by now, your goods are shipped in a shared semi truck that are heading in the same direction, delivery will be one after the other depending on the size of the move and the destination. The drivers first  delivery took place in ****, **, he then headed south to ****, ** then worked his way up to ******, ********** then *******, and finally *******, **. You were the last delivery on the truck, you are approximately 100 miles north of ******** 
  The drivers truck unfortunately broke down and got a replacement truck in ****, **, there is no excuse for the driver not answering your calls or keeping you updated. Truthfully the information was distorted through the different channels that handle this information, clearly this added frustration for the lack of communication. 
  We have protocols in place that are key in keeping our customers updated on advancement on their moves and deliveries, we reach out every other day to keep our customers updated. Sadly, your move did not go as smoothly as we wouldve liked and tried to make it as smooth and effortless as possible on the final day for delivery. On the day of delivery, a shuttle was required due to a dirt road, the shuttle was denied and you opted to use your fathers truck. When this service is declined, we will only unload the goods into the rental/personal truck, however, our driver took the extra mile and helped complete the delivery by unloading the goods onto your fathers truck and then assisted unloading them at the final destination, we provided this service with no extra charge for labor or time -this service wouldve been $475, it may not seem like much, however, this is fair given the delays for the unexpected mechanical breakdown but the driver gave his time and offered labor free of charge.
  After reviewing your account, we can confirm that you were satisfied with our service from the feedback obtained after your pick up. The delivery did not go as expected but the service was completed from beginning to end and within the timeframe stipulated in the Terms and Conditions of your contract. The 2 day delay was due to a mechanical issue with the truck, and the driver only attempted to find a fast solution, the movers did a great job during your pick up; requesting what practically is a full refund is not acceptable. We provided and gave you great service, unforeseen events can happen, and truthfully the drivers only fault was not being communicative given the uncertainty of the mechanical condition of the truck. 
  On the other hand, you proceeded to post bad reviews and complaints online with inaccurate details, this is a form of slander and we are requesting you to please edit/remove said reviews with correct details. We are here to help and assist our customers, and we will be happy to offer you compensation for the bad experience and turn this experience to a better one.
  
  

  Customer Answer

  Date: 09/13/2024

  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.  
  
  More lies from your companywow, how do you sleep at night? Your records DO NOT indicate I was happy at all with your services. I told ******* how unsatisfied I was MULTIPLE times and he also said he would escalate my situation to management. Everyone lies there so I wouldnt be surprised if you do show inaccurate records. Lol. I havent heard a peep back from anyone in regards to my situation being escalated. There was NEVER a shuttle offered. We HAD to use my fathers trailer. Also, ***** let me know he is a third party and has NOTHING TO DO WITH ADAMS MOVING AND STORAGE. He also was deeply offended that ***** lied and said he broke down in ******, he was NEVER IN ******. None of my reviews are inaccurate. So no, its not slander. What reviews are you referring to?! What kind of compensation are you offering because ******* offered $100 dollars in the exchange that I dont post a negative ********* that bribery or? If you want to actually offer fair compensation, thats a different discussion. I will reject your response for now.
  
  Regards,
  Jes
  
   
  

  Business Response

  Date: 09/19/2024

  Dear Jes, 
  Our previous response is based on our records and logistics. All of our calls are recorded, account records are always based on these calls. 
  We like to gather our customers feedback after the move to gather insight on their experience, this call was made on August 13th., and the feedback was not negative in any way, the account notes from August 13th. are attached (Please see AA619661 Feedback Notes attachment). On this call, when asked by ******* you said "Yeah, I would recommend the services for sure, they were very communicative and very friendly." 
  The reason we used your fathers truck was because a shuttle was needed in order to safely deliver your goods, a 53 ft. semi truck could not have accessed the dirt road leading to the delivery location, if there is restricted/limited access for semi trucks, a shuttle is necessary but this time considering the size of your move, your fathers truck was a good option to go with considering you did not want this service. 
  Our customer service team is only able to provide information based on what we see on our system or receive from our logistics team, if ***** or any of our customer service **** provided you this information, this is because it came directly from our dispatch department, we would not have access to this otherwise or the driver giving him this information himself. We have records he was in ******, he delivered one of our customers in ******, therefore, he was definitely there, your statement is incorrect (please see NV-AZ Trips attachment). In this attachment, we are showing both the records on our system and the trips in the order they were delivered on ****** maps for perspective side by side.
  Offering money in exchange for a review or bribery thereof goes against our company values. While it is true we love getting feedback from our customers, we dont believe in good or bad feedback, on the contrary, all feedback is an opportunity for further growth and improvement. Reviews are essential to modern businesses, many companies use this not only for enhancement and positioning businesses but this marketing of our brand. With this said, our offer to enhance your experience and offer you compensation for the bad experience and turn this experience to a better one still stands.
  
  

  Customer Answer

  Date: 09/22/2024

  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.  
  
  Hello,

  I would love to put this all behind us. I would love to know the offer of compensation before I accept your offer. ****** told me a couple weeks ago that I would hear back from someone because the situation was escalated, supposedly. I have yet to hear a single word besides this ongoing conversation. Please call me before the end of the week.

  Also, 8/13 was when the actual people that work with Adams Moving and Storage picked up my belongings. Pulling the call recordings from the days that led to the actual delivery of my belongings would be an entirely different story. I hope those calls are also reviewed. ***** is a terrible agent to have on your team.

   

  I will reject this offer for now, as I have asked for an amount in a previous response, and stated the only compensation I was offered was $100 to not write a bad review.

   

  What is the offer for compensation?

  It should be understood that my experience thus far has not given me the trust to just accept your response and reject your complaint. Again, I was told this situation would be escalated two weeks ago and I havent had a single call from anyone at your company.

   

  Call me at my primary number, the 602 number. I havent even got the email ****** told me would be sent to me when I said some of my things were missing.

   

  And do not claim you called, because I have all my phone records and there hasnt been a call to me since I spoke with ****** on 9/9.

  
  Regards,

  *** *****
  
  
   

  
  

  Business Response

  Date: 09/27/2024

  Dear Jes,
  This was escalated by ******* as promised by him. And calls have been reviewed, as mentioned in our previous response, you were provided only with information provided to us at the time of your call.
  The information provided in our previous responses is evidently being distorted. As stated in our initial response After reviewing your account, we can confirm that you were satisfied with our service from the feedback obtained after your pick up. The delivery did not go as expected , we are not denying the fact  your move did not go as smoothly as we planned given the unexpected circumstances of the mechanical breakdown causing the delivery to be held back a couple more days. But it is true you provided good feedback on your call from August 13th.
  You have provided inaccurate information in all 3 of your responses:
  You stated our truck was never in **, this is clearly untrue as one of our customers was delivered there, we have given accurate information and even have provided proof from our logistics team. We even shared the complete trip (please see NV-AZ Trips attachment).
  You stated a shuttle was not needed due to the dirt road leading to your delivery location, we are attaching a picture that shows the road heading to your home is indeed a dirt road. We also have pictures of the delivery that shows a dirt road ******* Maps attached).
  Limited/restricted access in a semi truck will require a shuttle service, we offered this service free of charges given the unexpected setback with your move. We assisted your father to unload onto his truck and then unload at the delivery location, this takes the driver double the time and double the labor,  this service wouldve been $475 (please see *********** & *********** 2 attachments).
  ***** stated ******* offered $100 in exchange for a review, however, were not obligated to offer any money or compensation for the move considering your delivery took within the delivery timeframe stipulated in our contract. Your move was handled with care and integrity throughout the moving process despite the challenges that came up.
  The service received is not what we aspire to give our customers, after careful thought and reconsideration we will not offer further compensation from what has already been given ($475 shuttle service free of charge). You have gone through great extents that hurt our brand tremendously, you have slandered our company in efforts to get compensation for a service that was rendered and completed in a timely manner. Stating false information in spoken or written form is slander and you have done just that, we feel offering you further compensation at this point would actually do what you accused  us of doing.
  

  To the complaint handler/case manager, we ask that our responses are thoroughly reviewed and this complaint is closed as we have addressed the customers concerns and compensation was given at the time of delivery by providing free labor and time. 
  

  
  

  Customer Answer

  Date: 10/01/2024

  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.  
  
  I havent went through great extents to hurt your brand. I just gave an honest review. You are all so emotional, lol.
  Like I stated already, I gave a good review on the day of pickup, which was the only time I had a good experience. Pull the calls from 9/5-9/7 when I spoke to *****. Judging by your other reviews on BBB, my review isnt an anomaly. So no, Im not out to get you. If I was, then my call on 8/13 would have been a bad review. I have a life, its not my goal to put down businesses.

  Your reputation will get worse and worse because of how badly you treat customers. Karma always serves though, wish you all the best!
  
  Regards,
  *** *****
  
   

  
  

  Business Response

  Date: 10/03/2024

  Dear Complaint Handler,
  
  We have addressed each of the customers concerns, this being our 4th response, we are requesting this complaint is closed.
  
       A lot of the customers concerns and frustration (understandably) is that the diver was not responsive to her or our customer service team, the information we were able to provide was the information we were receiving from our dispatch/ logistics department.
  

       The unexpected mechanical breakdown delayed the delivery by 4 days, however, the delivery was still done in a timely manner.  
  

       We explained the drivers trip started in **, made his way south then up to her destination, she was the last stop on this trip. We have shown proof of this.

       The customers first requested delivery date was on August 16th., the goods were shipped out on August 31st., the delivery was completed on September 7th.  We have 2-21 business days to complete her delivery based on the contract, this term was met.
  

       The customers delivery could not be made on a full semi truck, this means we would need to transport the goods to a smaller truck in order to safely complete the delivery. This service was declined, however, our driver offered this service for free to compensate for the delivery delay due to the mechanical breakdown of the truck. This service wouldve been an additional fee of $475 but it was done free of charge.
  
  The customers request for a refund of $4,500 is outrageous, her entire move was $4,075.15. Shes requesting a full refund for a service that was fully completed, completed in a timely manner, no damages have been reported to us, other than the unexpected mechanical breakdown, everything else went smoothly. Shes ultimately requesting a free move and more, weve taken accountability for the delays, shes been granted a $475 service free of charge for this reason. Shes requesting a full refund after slandering our company online, and wrote dishonest statements,  even after  proving the driver was in ** because according to her, he wasnt. 
  
  We thank you for taking the time to review our responses and the files weve attached, we are confident you will see this move was done in a professional manner aside from the expected mechanical breakdown, we had no control of.

• Initial Complaint

  Date:04/03/2023

  Type:Billing 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.

  Incident Description
  My complaint is against Adams Moving and Storage 1- The company failed to record inventory items full of new hikingboots, snow boots, 4 pair of new golf shoes, and other athletic shoes. Since they did not record it, they did not deliver it.This seemed to be intentional theft. value: $1000 2- the company failed to record and inventory item Bose Speaker in itsoriginal box. Thus was not delivered. This seemed to be intentional theft. value: 500 3- The company gave a low bidoriginally. After all was said and they charged me for 1 month of storage, of which I only used 3 days, and additionalmoving charges. $2500 more than originally bid. In addition, they arbitrarily changed the rate they charged for storage,more than quadrupling the storage fee. 4- The company was callous in its handling of my belongings. Several brokenglasses, dishes, serving dishes, broken and damaged furniture piece They would not deal with me and only referred me totheir insurance company, who denied any liability

  Business Response

  Date: 04/05/2023

  Dear Byron, 
  We are sorry to hear about the issues you experienced with your move. 
  We have carefully reviewed your account and paperwork to properly assess your situation. You are stating you are missing some items that were purposefully not documented, however, the items you are mentioning were not part of your original inventory, we cannot confirm you indeed listed/took those items. One important key point to point out is that if those were not listed in your original inventory (your original inventory is attached), you proceeded to agree and sign off on the estimate, meaning you were aware that these items were not included, the inventory can always be adjusted prior to your move, but in this particular case it seems it was not and the items you are mentioning were not a part of your move.  Hypothetically speaking, if these items were in the boxes we loaded, the movers would have listed it as “box”, they don't go into each box individually to record the items in those boxes, in fact, if the boxes were already packed these are just loaded and delivered as is. 
  
  It is completely understandable you are seeking compensation for what you may see as “fair” but deliberately misstating details and facts should not be the route. You were offered 40 days of free storage as opposed to the 30 days we offer, this starts from the day of pick up, in your case December 15th, if you count 40 days you end up on January 24th. You called on January 18th stating your requested delivery date was January 31st., you did not use only 3 days of storage but rather a full week (Please see ******* Email and Account Notes attached). As further proof, you were reached out by one of our representatives, Phillip, on January 5th to check in to see if you had a delivery date established to which the answer was no, during this call you were advised you had 40 days of FREE storage (Please see ******* Email and Account Notes attached). An email was sent to you on this day as well, mentioning “We currently don't have a first available delivery date or address to deliver your belongings, take into consideration that your goods will remain in storage for free for 40 days, after that, a storage fee will be assessed to the account and added to the balance. These charges can NOT be prorated, meaning the fee will be applicable for the usage of 1 day or the 40 days respectively.” (please see ******* Email and Account Notes attached). With this information said, your storage fee did not quadruple, you are charged $1 per cubic feet, you had a total of 1,700 cubic feet resulting in a storage fee of $1,700. It is important to mention that this information was provided on January 5th, so when you called on January 18th to provide your requested delivery date 1: you were aware you would be over the 40 days of free storage and 2: you knew by the email sent that rates are not prorated. Ultimately, you willfully dismissed the information provided and weeks later are seeking compensation claiming you were wrongfully billed. 
  
  
  You are also stating you acquired additional charges of $2,500, this is also false. Your estimate consisted of 1,500 cubic feet for the items listed in the inventory, this is not a guaranteed price and you are charged for the actual cubic feet your items take, in this case you used an additional 200 cubic feet, and we respected the original rate offered which resulted in a fee of $840, the fuel surcharge 10% fee  is automatically recalculated based on the total cubic feet. We did not bid low on your original estimate, overall you paid $924 additionally due to the additional space/fuel surcharge, again, nowhere near $2,500 of additional charges (please see Estimate vs Final Invoice). 
  
  
  We definitely want to make sure you get the assistance you are seeking, we definitely wish we could avoid damages at all cost, however, these happen from time to time, you are able to submit a claim for the damages that happened. Any damages or broken items must be processed through our claims department, this does not necessarily mean that we “would not deal with” you but rather follow protocols in place. If CSI denies liability for any reason, we still would like to help you, please provide us with your claim ID, we will reach out to them directly and try to sort this out for you. 
  
  
  Undeniably, we are sorry you feel this way about your move and want to further assist you with your claim. Unfortunately, there is no billing adjustment that can be made in reference to the storage and overload fees. Again, we are very sorry for the damages that occurred.
  
  

  Customer Answer

  Date: 04/25/2023

  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.  
  
  
  I disagree with the response from Adams Moving and Storage. 
  
  I knew they would decline my complaint as they shrewdly did not inventory the items that went missing and in my opinion theft. I am left without much to support this part of my case.
  
  HOWEVER, they did hold my belongings hostage in storage by demanding a payment of $1700 of which I paid as ransom. This was double what I should have paid, as their contracted rate was .50 per cubic ft, rather than the $1 per cubic foot that they charged me. I would like to at least claim $850 for the overcharge. 
  
  
  thank you
  Byron ******
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 04/28/2023

  Dear Complaint Handler, 
  We are sorry that Mr. ****** does not find our response satisfactory. 
  In our last response, we explained in great detail and with proof how our customer made false claims against our company. Coincidentally, the customer claims the items were purposefully not included in the inventory and were lost, oddly enough, he didn't even include these items in the original inventory, and signed the inventory paper handed at pick up. Unfortunately, we are not able to hold responsibility for lost items that were never accounted for and  these items were never part of the original quote. In our opinion, we should not be held liable for lost items we have no record of.  
  Mr. ******'s accusation that his items were held hostage are completely fictional and incoherent. We reached out several times during his 40 free days period in attempts to obtain information to proceed with delivery to avoid any storage fees, the customer was completely aware (as shown in our records, previously attached) that once he exceeded this period, his storage fee would be prorated. His requested delivery date was January 31st, the goods were loaded on February 2nd, the goods couldn’t have been held hostage if it shipped out soon after his requested date, this is a clear display of dishonesty as a form coercion upon our company to ultimate get his way, his goods were not held hostage in any shape or form. 
  We are always open and willing to assist our customers, we had mentioned previously that we could not offer a refund for a fee that was generated and applied Mr. ****** disregarded our follow ups and notices, this was with the intention to avoid this exact situation. However, we’ve decided we can offer a refund of $350 in solidarity to the customer’s situation. This refund is certainly fair considering the circumstances for which the fees were generated.  
  
  

  Customer Answer

  Date: 05/02/2023

  
  
  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 . 
  

  I will accept the offer to close the complaint with a refund of $350. I would like to know how and when the payment will be made. 
  thank you

  Byron ****** 
  
   

  
  

  Customer Answer

  Date: 05/31/2023

  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.  
  
  
  
  I accepted the companu's  offer of a payment of $350 on May 2. To date, I have not received the payment from the company, Addams Moving and Storage. It appears that we need to re-open the complaint until I receive payment. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 06/12/2023

  Hello Byron, 
  
  We are sorry that you have yet to receive the refund offered. There appears to have been a misunderstanding, your refund is currently on our list to be issued, however, we were waiting for the BBB complaint handler to notify us that  you had agreed to this settlement, this is the reason why you have not received it. We will issue the refund as soon as possible. 
  
  All the best!

  Customer Answer

  Date: 06/14/2023

  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.  
  
  
  
  I will agree to resolve and close the complaint once I have their proposed settlement funds of $350 in hand. 

  thank you
  
  
  
  Regards,
  
  Byron ******
  
  
  
   

  
  

  Business Response

  Date: 07/11/2023

  Dear Complaint Handler, 

  We sent the refund to Byron ***** on June 14th., we updated the customer via email. The refund was processed via PayPal, usually the refunds reflect within 5 business days. We are requesting that this complaint is closed as this refund should already reflect on the customer's original account. 
  
  All the best!