ComplaintsforAble Moving And Storage Inc.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Jan-30: "***********************", company representative, stopped by at my home to give me written estimate for moving my 2-Bed-room Apartment, from Vienna, VA ***** to Winter Springs, FL, *****. She first gained my trust by telling me on phone call, that my 2-bed-room apartment will have load less than 2600lbs. Then on her in-person visit she revised it to be 3714lbs. And gave total estimate for $3199.90 for end-to-end move. I decided to go with "Able Moving & Storage Inc." with above estimates in mind. Jan-30: "**** ****" from same company called me and asked me to pay, $300 and deposit for Truck to stop-by and load on Feb-01. Which I paid. Her ask was also to pay remaining amount ie, $2899.90 with debit card. which I refused, as I felt NOT ok to pay for service in full, when service is scheduled to be delivered in future date. Feb-01: Truck comes to my home and loads-up my 2-Bed-Room apartment, I was made to sign many paper's that I don't have full knowledge of. Feb-02: I recieve "Bill of Lading", with weigt load of 5100lbs and total charges revised to $4039.98 Feb-02: I protested this charge escalation as I felt like being cheated. Then they sent me email that they can work with me at original agreed rates ie $3199.90 Now dispute is I don't trust this company with paying full amount, before my stuff is delivered to Florida, intact into my new apartment. Can somebody convince them, that standard industry practice is to pay the amount full, when work is completed and NOT before that.

  

  Business response

  03/16/2023

  March 16, 2023
  
  ***********************
  Better Business Bureau
  1411 K St. NW, 10th Floor
  Washington DC 20005-3404
  
  RE:      Complaint #********
  
  Dear ****************:
  
  Able Moving &Storage denies any and all allegations of improper business conduct by this customer. Able further denies any and all liability as to the disputed amount as this customer has disputed all charges with regards to all payments made to Able Moving & Storage,  Inc. Our company is currently disputing his dispute with both credit card payments (one for deposit of $300 and the other for the agreed-upon remaining balance of $2,899.90.) Able Moving & Storage delivered ********* shipment on 2/11/23, well within the mutually agreed upon delivery spread ending on 2/14/23.
              Because customer service is of the utmost importance to Able, and in a good faith effort to satisfy **. ***************** when the actual weight of the shipment was 1,386 lbs. over the estimated weight, we agreed to honor the estimated amount of $3,199.90. Note: As a courtesy, we do offer our customers the option to prepay for their moves to avoid credit card fees and free up having to manage banking tasks on delivery day particularly on long distance moves, like this one. **. **** did not wish to pre-pay; and, rather than require certified funds, we allowed him to pay with credit card for the remaining balance on move day once he saw that his household effects were indeed being moved by Able Moving & Storage and had arrived in Florida at his new residence.
  Able Moving had attempted to deliver his household goods on the afternoon of 2/10/23.  However, the streets close by his apartment complex couldn't accommodate a tractor trailer, so a shuttle (smaller truck rented at a ****** truck rental company nearby) had to be arranged.  We were unable to reserve a shuttle until Saturday morning, 2/11/23. We kept **. **** apprised of this situation and agreed to deliver his shipment the morning of Saturday 2/11/2023.  We allowed him to see his belongings.  **. **** then authorized *****************, his move coordinator, to run his remaining balance on his credit card.  
  Then Tuesday, 2/14, **.**** notified Able moving via email of a few minor damages to some items, but they were items packed by owner not company-packed and were not covered by the valuation coverage he selected. He proceeded to dispute all credit card payments to Able Moving to his credit card company. Perhaps we would have worked out something with **. **** regarding his damages, but when he disputed all charges, our obligation to continue to work with **. **** ceased.  
  Able Moving is disputing his credit card disputes in full and are awaiting the credit card company's final decision. Hence, to date, Able Moving has received no payment for his move.
  Further, this fact contradicts ************** BBB complaint Desired settlement statement, I will pay them once they deliver my belongings intact to my new apartment. That desired outcome was fulfilled on 2/11/2023.
  Able maintains that during the move, all items were properly pad wrapped and protected during transport, except for those items that may have been packed by the owner. Although it is common that consumers may at times pack certain items, it is in fact equally uncommon that complaints would arise from damage to those very items. The fact that **. **** filed a complaint with the BBB before we delivered his belongings, sheds additional light on how difficult the process of communication has been.
              Able Moving is a highly respected member of the moving and storage community. The company comports to the highest of standards of care and customer satisfaction.  Although one complaint after thousands of moves should appear minimal, it is not. Able views each move, each client, each storage opportunity as an opportunity to put its best foot forward and will continue to do so despite ************** allegations.
              Please therefore accept this letter as Able Moving's formal denial of any malicious wrongdoing or in response to the complaint made against it on January 30, 2023 by **. ******************
  Thank you for providing the forum in which to address the complaint. If there is anything further Able Moving must provide, or should you have any questions or concerns, please do not hesitate to contact us.
  Sincerely,
  **********************************
  Customer Service Manager
  Able Moving & Storage, Inc.
  Direct: ************
  Email: **************************************
  

  Customer response

  03/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Original agreed rate for which I consented to load my house-hold belongings for Apt-to-Apt move, via, Able's truck was for $3199.90
  All the "good faith" stuff Able is talking is bull-shit.
  Pure fraudster, which inflates the Truck's Weight once the customer's house-hold-stuff is loaded into the truck.(Vulture ready to strike at you, once the house-hold stuff is loaded onto the truck, all arm-twisting game begins.)
  
  

  Dispute I have raised with my  Bank,
  My bank  is going to release $2,899.90 on March 23, 2023, back to Able Moving and Company.
  Attached is screenshot proof of the Same from my bank.
  

  
  

  That does NOT mean Able Moving company Driver(******)+ Team has NOT Damaged my big white large computer table.

  Able needs to pay me $300 for the table damage.

  
  

  Plus Able needs to pay me $100 damages for the damages to my Plastic boxes.
  and another $100 for the damages to my furniture and things for which I have attached photographs while disputing with the bank.
  
  In total Able has to pay me back $500 for the damages that they have done to goods.
  Above proves Able has behaved in irresponsible manner while handling customer's goods.
  Unless my damage money is paid back their license to operate as business should be suspended
  as they will not learn any lesson from this episode and in future will deal with other customer same way.
  
  So, my ask is to pay me back $500(ie $3199.90(total service cost) - $500(damages done)) for the damages and all the hassle Able has caused to myself.

  and happy to settle the case.
  

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

  

  Business response

  03/30/2023

  In response to **. ****** counter-response and request:

  Able Moving and Storage has only received payment of $2,899.90 from **. ****** bank, not the $3,199.90 **. **** agreed to pay for his moving services.

  Able Moving and Storage rejects **. ****** request to pay him $500.00. Able has been shorted $300.  Both of the items **. **** is claiming (pressed/particle board desk and plastic totes packed by owner) are not covered by the Release Valuation coverage option **. **** selected (see attached.) **** considers this $300 as a fair settlement to close this matter. 

  Again, Able Moving and Storage is a highly respected member of the moving and storage community. The company comports to the highest of standards of care and customer satisfaction and when any issues arise we handle them with decorum and professionalism. We are truly sorry **. ****** move did not occur without incident. Able Moving and Storage cannot guarantee a perfect move, but Able Moving and Storage has honored all of our promises and deliverables to *** **** in a professional manner.   

  Thank you, 

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

  Customer Service Manager

  Able Moving & Storage, Inc. 

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

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

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