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:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AMS was our moving company that was contracted through our moving broker to do a long-distance move from WA to **. Unfortunately, we had the worst moving experience that we've ever had. There were several factors involved. AMS packed our TV. When it arrived at our new house, it had been completely shattered and wouldn't turn on. Clearly, items were stacked on top of the box. It was a $3,800 TV that we purchased about 4 years ago and they offered a settlement of $24 because they base everything on 0.60/per LB. Additionally, we had our new floors in our house scratched, and several other smaller items damaged. They placed bad tape directly on the surfaces of our furniture, stainless appliances, and decorations and ruined the finishes when we took the tape off. Since they go by weight, it wasn't worth the purposely inconvenient long claim process per item to file those things. The two movers that delivered our items were rude and placed everything in our garage, rather than in the rooms inside our house where it should have been placed. They were not going to put any items back together that they had previously disassembled, and we had to ask multiple times for them to reassemble items. They left with many items not assembled and we had to move over half of our items into the house ourselves. They also asked us to unpack all of their blankets and items that they packed with their supplies so they could have them back. They stored our items for 2 months while we were in transit, and all of our clothing smelled like cigarette smoke. There were also cockroaches that had gotten into a lot of our boxes during the move and were brought into our new house. AMS offered a very ***** settlement of $167 for their damages which have cost me nearly $5,700. This was not the professional, full service move that we were sold on. They use a third party company for settlements and only offer one dispute and then force you to settle or take nothing. They don't honor what they sell.

  Business Response

  Date: 11/14/2023

  Dear ****,
  

  We are very sorry to hear about the damages that you experienced during your move. We have not been able to find any account under ***********************, the email ********************** or the ************** phone number does not bring up any moves in our system. The move-to location zip code also does not bring anything up on our system. We definitely would like to look into this matter for you, in order for us to do that, please send any of the following details:
  
  Order number
  Name on the account
  Phone number on the account
  Email
  
  All the best!
  

  
  

  Customer Answer

  Date: 11/27/2023

  Thank you for your response.

  The move appears to be in my wifes name. Although my information is listed on the paperwork as well so it should pull up in their system.

   

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

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

  **********

   

  The move was from ***********, ** to ********, ** and the delivery was made July 4, 2023 in Lakeside.

   

  Thank you,

  ****

  Business Response

  Date: 12/01/2023

  Dear **** & *******, 
  We are very sorry to hear you did not have a good moving experience with us. 
  We do offer Basic Liability Coverage and this is automatically included with our service, this will cover any damages or broken items,  your claim is evaluated based on the $0.60 per lb., this is the reason the compensation for your t.v may not have been much. The reason our claims department is done through a third party is because we are a moving company and not an insurance company, so we must use a third party to manage these claims for us. You are able to purchase Full Protection through this company or any other company you desire, or even your homeowners insurance if you are eligible. 
  ********** are trained to properly pack, stack, and handle items, unfortunately, damages do happen at times, although, we may not be able to fully cover the damages you experienced we will be reviewing your claim and evaluate if further compensation can be offered. Blankets are used to protect your furniture and are reusable, this is why you were required to give them back at the time of delivery. We can agree your delivery was not handled properly, the movers are to unload the goods in the house and if possible in the rooms they belong to. We reassemble basic furniture only, and it must be done for every move as it is part of our service. 
  While your goods are in storage, your goods will remain in our warehouse in a bulk shrink wrapped together, but we must say we dont have any insect infestations as we do have a very strict extermination procedure that is carried out on a monthly basis, specifically for this reason to avoid these type of situations or in cases where other customers goods may be compromised. 
  Please give us your claim ID so we may review it and move forward with your compensation, we hope to hear back from  you. 
  
  

  Customer Answer

  Date: 12/04/2023

  hello, thanks for the reply. The claim ID IS
  ********

   

  Customer Answer

  Date: 12/11/2023

  Hi, the latest reply was from ************** from BBB by email.  See attached  email. I havent received anything further other than the email back saying my reply was added to the complaint. 

  Business Response

  Date: 12/27/2023

  Dear **** & ********, 
  After reviewing your information and reaching out to CSI Claims, it seems the adjuster offered $24 items and the second item was evaluated at $108, you were added a gesture of good faith of $35, in total $167. With this said,  the adjuster evaluated your claim based solely on the coverage you had for your move, in other words Basic Liability Coverage. We understand you wish you would get full value remuneration or at least close to this but  the adjuster will evaluate your claim based solely on the coverage you had for your move because he cannot offer more extensive coverage than what their guidelines allow. Unfortunately, because we are not the insurance we are the carrier we are unable to modify this coverage in any form, however, we can offer a second gesture of good faith, the total compensation would be $300. Please let us know if you agree, you will be sent a new settlement agreement for you to sign. It is important to mention in your estimate and the paperwork state that it is the shippers responsibility to hire additional insurance through a third party company to further protect the goods, as we only offer the Basic Liability Coverage at $0.60 per pound. 
  

  Customer Answer

  Date: 12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 04/02/2024

  They paid $167 but they noted in their reply that they would pay $300. We dont have any way of getting in touch with them to inquire about why there was only a partial payment. They paid my wifes *****, *********/***************************. 

   

  Thank you,

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

  Business Response

  Date: 04/03/2024

  Hello **** & *******, 
  

  We are very sorry for any confusion on the refund submitted, weve checked our records and only submitted the refund for the $167, we will be correcting this right away and will refund you a total of $325 for the inconvenience. You should see another $158 on the same Venmo account in the next couple of days.
  
  We are very sorry for any inconvenience. 
  

  All the best!
  

  
  

• Initial Complaint

  Date:07/13/2023

  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 used Atlas Moving systems for my move from ******** to ********. I completed my claims form and was supposed to receive a refund of $207 dollars, which they submitted through PayPal. The PayPal debited $207 dollars from my account rather than refunding it and they now owe me $414 and are saying that there is nothing more they can do.

  Business Response

  Date: 07/13/2023

  Dear ******, 
  We believe this is a misunderstanding, we refunded you via PayPal back to the original payment you submitted your initial deposit with. We have reviewed our account records and indeed it shows we refunded you $207 on May 31st. In fact, it shows we did a partial refund because you originally paid a deposit of $600 and we refunded $207. You paid the deposit with a credit card, therefore, the transaction shows as -$207 because this is being deducted from your balance (what is owed on the credit card), for instance, on the screenshot you attached, the payment you made on May 25th for $869.63 reflects as minus because its being credited to the balance owed on the credit card. For instance if you owe $3,000 on the credit card the payment made of $869.63 and the refund of $207 are being credited towards this balance making your new balance $1,923.37. We suggest you contact your bank to confirm the refund did reflect on your account, please see the screenshot attached for reference, you can see the transaction ID for your records.
  
  

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Atlas Moving Systems To move my household items from ******, ********** to *********, **. Without knowing what I have they quoted me a price of $3500.00. After me and my friends packed many boxes the movers arrived and the price moved up to $10,000. I had paid them $2,100.00 and I did not know exactly what was in each box and giving notice to my landlord and having a flight out of ********** the next morning, I had to let them take my my stuff. Now they have everything that I own. What can I do? I sent them another $3,300.00. And still they say I owe them $3,200.00 on arrival. I ama 79 year old retiree and and i have been in and out of the hospital and recovery most of this year,. I am on a fixed income and dlo not have any more money. Can you help?

  Business Response

  Date: 01/12/2023

  Hello ******* & Complain Handler,
  Atlas Moving Systems quoted you $3,036.84 based on the list of items you provided, the description and dimensions of these items determine an estimated space these would take once loaded on the truck, on your original estimate you listed a total of 16 items, which would take about 240 CF, you were quoted with preferential rate of $12.76 per cubic foot (Please see itemized list). As items are loaded on the truck, the movers tag/label your items and write them on your inventory list, based on this list, you can see you took more than the items you initially listed, a total of 104 items were loaded, 6 times the items you mentioned you had (Please see inventory 1 & 2 attached). The original estimate states TOTAL CHARGES WILL INCREASE IF YOU ORDER ADDITIONAL SERVICES, IF CUBIC FT INCREASE OR IF YOU ADD ADDITIONAL ITEMS. YOU ARE RESPONSIBLE FOR ANY PRICE CHANGES, nevertheless, we always honor the original rate offered in the original estimate. 
  Your desired outcome is a Billing Adjustment, however, we have already done this adjustment on your account by offering a lower rate on the overload charge, this charge alone is almost double on your estimate because of all of the extra items added. Initially, you were quoted 240 CF at $12.76 each, but you had 560 CF in overload alone which is being charged at only $8.67 each, we lowered the rate which ultimately resulted in an adjustment of $2,290.4 (please see AW601475 ***************************** BOL attachment), with this being said, we can only provide you an additional $400 discount. The discount would be sent back to the original payment method via PayPal, this usually reflects within 7 days, however, it may take up to 30 days depending on your financial institution. 
  In regards to the payments made towards the move, the total is broken into 3 payments, the initial deposit, the 60% of the balance, then the final balance at delivery. After the revised estimate, the 60% of your move was $4,800 but you only covered $1,500 during pick up, you need to cover the full 60% of the move and it is stipulated in the contract, this is why you were requested to pay the difference of $3,300. So, you paid $600 as a deposit via PayPal, $1,500 during pick up, and $3,300 via mail, this leaves you with a balance due at delivery for $3,200, which would complete the total of your move for $8,600. 
  We definitely acknowledge that you are a retiree living on a fixed income, and as we company, we always try to be mindful and accommodate our customers but there are also some aspects that we can only do so much. In your case, we have done whats right and applied a considerable discount but there are other aspects to consider, like the space all the extra items will take resulting in higher costs to cover, moving customers around in order to fit all your item in a single shipment because your move was anticipated to cover only 240 CF on a semi truck but it ends up taking 800 Cf in the end, costs that come with a larger move/load, labor and time from our movers, our company can only absorb so many costs for each of our customers. We sincerely apologize this move costs more than you anticipated to cover but we also hope you will also recognize our side of the business. 
  
  

  Customer Answer

  Date: 01/16/2023

  *** a
  Complaint: 18622930
  
  I am rejecting this response because: In all our email correspondence I cannot find a quote.

   

  ype of Move: Long Distance Move
  Mileage: 2224 miles
  Estimated Cubic Feet: 240 CF
  Cubic Foot Rate: $12.76 per CF
  Total:
  
  
  Basic Estimate Price: $3,062.40
  Fuel Surcharge 10%: $306.24
  Basic Valuation Protection ($0.60 per lb per article): $0.00
  Discount: -$331.80
  Total Moving Estimate: $3,036.84
  Total Paid: $0.00
  Balance: $3,036.84
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/24/2023

  Hello *******,
  
  You are stating that in your correspondence you cannot find a quote, yet, we have your signature on the quote you were given, please see the image below: 
  
  
  
  Also, the information you included in your previous response is part of the quote you were sent. In the estimate below, you can see your general information including address, mileage, rate per cubic foot, and estimated cubic feet. Here you can also see the breakdown of charges.
  
  
  According to our system, you were sent the quote on October 17th (please see Order for service sent AW601475 D Hall attachment)
  
  
  

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 20, 2022 I had Atlas Moving systems pick up all my belongings which were suppose to be transported to ********** ** by July 8th to my new home. During this month I had multiple problems dealing with this company. Once my belongings were picked up I asked where it was going and they said a warehouse. After it was time for my beginnings to be at my new house I began to have problems. I was told they didnt know where my belongings were and that they would try and locate them. Once they found the warehouse they said they needed to get a driver. Our belongings got to our new home on the 18th of July. When the driver arrived at 6 am he informed me that the movers would be there shortly. I finally called the movers who were at the Waffle House and they arrived 30 mins later. They finally opened the semi and I looked inside. I was standing with three of the movers and the semi driver and I let them know that the things I could see were not mine. One of the movers told me to go back on my porch and sit down. I asked him if he knew if my stuff was on the truck and he would not tell me. I was very upset and wanted to make sure that my stuff was on the truck. He said he would be back they had to go get a truck. 2 hours later he returned with a trailer and a u-haul. As they were literally throwing the things into the u-haul i could finally see some of my things way behind someone elses belongings. Many of my boxes were crushed and torn open and my belongings spilling out. When the movers moving my couch to the basement they scratched up the wall. I let them know that they did this and they replied it wasnt them. Many of my things were damaged and/or missing. I am missing a four step ladder and a strip of wood that had my childrens heights marked on them and my daughters name. I emailed the admin and ***** whom was our moving specialist. I was told they would look for it. After little to no response from this company my things are still missing and/or broken.

  Business Response

  Date: 11/03/2022

  Dear ******, 
  We are sorry for the troubles youve experienced during your move. We proceeded to review your account records and information, weve noticed that after your pick up took place (June 20th) youve reached out to our **************** team mainly for information on how to cover the 60% payment required for your move.  You wanted to cover your payment through Venmo but were instructed to use a Cashiers Check on June 17th during your confirmation call, 3 days prior to your move, apparently you contacted us back again on the day of the move upset because you could not have your desired payment method, nevertheless, an exception was made and a Venmo payment was received for $1,000 because Venmo would only let me send $1,000. On the paperwork, your requested delivery date listed was July 15th (Delivery Information sheet is attached), this means we will coordinate your delivery on or after this date but this does not mean your goods are delivered by this date, on the other hand, in one of your emails to ***** you wrote The earliest time for drop off will be anytime July 16, however, we  received your physical check of $6795.72 to cover the full 60% payment required for your move until July 8th, although you were previously advised to send your payment to be eligible to be shipped for your desired delivery date. It is also in your account records that your goods were being stored in our ****** warehouse (AW600414 WH notes attachment), we are very surprised to hear you would be told otherwise. It is possible you may have seen items that did not belong to you because your goods are shipped on a shared semi truck, this means other customers will be on the same truck who are on the same route. We appreciate you letting us know that your boxes were crushed, torn open, and your goods were spilling out, at times if your boxes are not tightly/fully packed this can happen when one is stacked on top of the other because there is air in them, unfortunately, we are unable to determine what exactly happened in this case because we did not do the packing ourselves, nevertheless, we will forward this information for record, this is far from what we intend our service to be. We can see that the claims information has already been sent to you to begin your claim for the damages that occurred, please provide us with your Claim ID, we will try to have our claims department process it sooner.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18160004
  
  I am rejecting this response because: I had sent my 60% payment to ***** where I was told to send it. In the snail mail. Which I cannot control I did not expect the movers to be throwing other peoples belongings into a uhaul. Nonetheless, seeing their actions made me understand why my belongings were so damaged. My boxes were packed very well and many of which were in hard plastic containers which a few were also broken. My tool box metal was bent and many other things. I did not expect that I would have to fight for the the things that I was told by ***** whom was conveniently out of the office for the majority of my pick up and drop off. You are correct I did ask for Venmo but because I had never used Venmo before it would only allow a certain amount to be sent. I asked if their was another form of electronic payment that I could do and I was instructed to call *****. There was never a time where I did not want to pay. There was a service provided and I paid for that service. I am also a mother of two children while my husband was away on orders and I do not own checks. This is the 21st century. My bank would not let me withdrawal that amount of money from the *** either. When the drivers had came I didnt know know an exact amount that would be owing. Because I had booked the services several months in advance and didnt know what things I was to keep or pack. From the estimate of balance that was owing of $3,641.16. I wouldnt have still needed to get more money to pay the 60%. 
  

  The missing items that were looked for one of which is irreplaceable and had the marking of my childrens heights which failed to get to my home. No one responded back to me until I emailed over and over asking if anything had been found. 
  

  The movers did not unpack hardly anything that othe original movers wrapped in moving blankets. So I was unaware that so many things were damaged until I got the time to start to unwrap everything. 
  The whole process was a mess and overwhelming to say the least. Along with the lack of communication that I had to deal with. And no one knew what was going on because ***** was consistently out of the office. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with this company to move my personal property from Wa state to ** on 7/12/22. The contracted price was $8056 this was based on a zoom call between myself and *********************** estimated at **** cubic feet, by the end of the loading I was told I had **** cubic feet and the cost would be $16383. I contacted management at Atlas Moving Systems and was assured by *********************** that they did a horrible job of estimating and would move me for the original quote of $8056. However, two weeks later *********************** was no longer with the company and I was told no notes were made on my account stating they would use original contract price. I called daily asking to speak to a supervisor or owner to discuss this matter, I never was transferred to a manager, never got a call back. The only communication was me calling and being told I needed to pay another $4936 to bring my account to the 60% paid to allow for release of my belongings which I paid. I immediately Emaild them my delivery address as a address they had been given by phone was not sufficient . Upon delivery on 9/23/22 I was told I needed to give them another $6313 before they would open the truck doors. They unloaded my belongings only to find a lot of my furniture was badly damaged. Also the original pick up point in Wa had large scratches in the new flooring that were pointed out to the movers ( I have pictures of all damage). This company also led me to believe they were a sister company of Atlas *** Lines. I was only allowed to pay the initial $600 deposit by credit card, the entire rest of the balance had to be paid by cashiers checks. I have now paid $16383 for a $8056 quoted move and have many damaged pieces of furniture. I should also mention that my original plan of having Atlas store my belongings for 6 months while I find a home. Due the circumstances I felt it urgent to get my stuff out of there hands this costing me more money for storage and another move

  Business Response

  Date: 10/07/2022

  Dear Complaint Handler and ************, 
  We are very sorry to hear the price increase generated during your move. 
  Our agents are trained to provide an accurate quote based on the list of items and description of these items, the more descriptive the list is, the easier it is for our representatives to give a solid estimate. The representatives are to have a home visual via video call, the purpose behind this is to get a run down of the house and the items that are going to be loaded, the more information is obtained during this call, the better. The representatives are to follow up with our customers to check if any changes are happening with the move and capture any updates. The original estimate was done for **** Cubic Feet for a total of 143 items, your account shows a total of 259 were loaded, almost twice as much as your online inventory sheet reflects. The goods are marked with color coded/number stickers,your paperwork will also show the list of items that were taken, on the bottom right hand side you can confirm the total items. Considering the size of the additional items it seems accurate the price would increase just about what you are being charged, the total cubic feet are calculated while the items are loaded on the truck where the markings reflect the space used. *********************** worked with us as a supervisor, he needed to explain that the person in charge during the move is the ******* because he is the person on site loading and handling the inventory. You are mentioning that **** said they would use the original contract ******************** does not have the authority to make such a decision, if in any case, the information wouldve been forwarded to upper management for a resolution. For verification, weve pulled up the call youve had with ****, he mentioned that the information has to be reviewed, he does not confirm or promise any adjustments will be done. Referencing back to the estimate, customer understands that if there`s is more items the foremen will give the customer a revised estimate on the day of pick up,'' you are not in any way obligated to accept the new charges, you can stick to the original estimated price, however, no additional items wouldve been added and you could pick what can be loaded that stays within your estimated price, any additional space or services required will be charged. The contract also reads TOTAL CHARGES WILL INCREASE IF YOU ORDER ADDITIONAL SERVICES, IF CUBIC FT INCREASE OR IF YOU ADD ADDITIONAL ITEMS. YOU ARE RESPONSIBLE FOR ANY PRICE CHANGES, unfortunately, the increase was so significant that the ******* could not have possibly respected the original estimate, at times, if it is a small difference they would have done the adjustment. Our company does a 3 payment plan to carry out your move, the initial deposit, the 60% of your balance (after deposit), then the final payment at delivery, the payment methods are also stated in the estimate for you to review before you decide to reserve your move, and you are explained by your assigned representative, the QA agent, and the representative who confirms your pick up information. You are to cover the full 60% of your balance based on your revised estimate, this is the reason you were requested to cover the difference, especially because there is a noticeable difference, again, if the difference had not been much we wouldve proceeded without a problem. Although our goal is to avoid any possible damages: scratches, scuffs, breakage, we do offer liability coverage as part of your service in case this happens, your account does not show you reported any problems with damages, however, we are sending you our claims process email for you to proceed to seek compensation for the damages, you can take the time to go through all of your items and record all of the damages because you can only submit 1 claim for your move, if you have pictures you can use them in your claim. Atlas Moving Systems is not, nor claims to be affiliated, a sister company, or associated with Atlas *** Lines. We apologize for any inconvenience the price increase and damages may have caused, we are definitely using this as an opportunity for growth and improvement. 
  

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18167487
  
  I am rejecting this response because:I asked for an on site estimate of my move and was informed that a video call was the way they did quotes. I spent over an hour with *********************** on a zoom call going room to room discussing while he visualized each room we also went to garage one outside using the same process.***** is the one that counted the items and boxes.I never received a call back from your company regarding any changes to my move in fact I called back the following day to add more tubs that were in my wine cellar. My initial call with ***************** explained the problem and he said he would look into it. My next call to him a week later was that the owner was a friend of his and he would talk to him about this difference in price and agreed that it was a horrible estimate. I then get a call from a AMS rep trying to collect another $7400 dollars. I immediately called *********************** back and was told by him that he had talked to the owner and would do the move for the original quote of $8000.I was emailed again about a week later still wanting more money. I called back to ***** direct number and the phone was answered by ***** moving company. Since that time I have made numerous calls requesting a supervisor or owner to discuss this discrepancy in price and the amount of cubic feet . I was told to E mail ************* which I did and never got a response. I called **************************** to file a complaint and was advised to get my belongings back before filing a complaint. I have paid the $16000 to AMS but only because they held my property as hostage. After receiving my property there is damage to several pieces of furniture and have filled a complaint. I believe they low balled this move in order to have possession of my goods and then doubling the price knowing there was nothing I could do about it.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 10/14/2022

  ************, 
  Yes, indeed, we do online visual calls to provide you with an estimate, your estimate says - I waive my right to an in-home visual estimate, this information is available to you, even then, you agreed to proceed with the estimate, reserve, and continue with your move. During the visual call, the rep captures the list of items, size and description but you are to revise this list , terms and conditions, and sign at the bottom, the signature was done on July 11th. In our records, we show a QA call made a day prior to your move, this is a call where a run down of your contract is reviewed, apparently it went smoothly. In our previous response, we mentioned that the list of items differed from the actual loaded goods, there is an obvious increase in the number of items taken. The ******* does a final rundown on the day of the move to make sure all goods are loaded, the ******* lets you know beforehand if goods will take additional space, and you can opt to stay within your estimated price or to take the additional items at an additional price, you are not obligated to accept additional charges. In fact, if you decide to cancel your move you are able to do so. Our management team did review your call with ****, there was no agreement your original price would be the cost for your oversized move. We are uncertain which number youve tried reaching **** at but his extension was removed from our system, it would come up as disconnected or unavailable.  Also, we would like to clarify that you were asked to cover the 60% payment for $7254.52 because the payment provided during pick up had not been processed and updated on your account, this amount was based on your revised estimate, however, once the payment was updated you were asked to cover another payment of ******** to complete the full 60% payment. Your goods are not held hostage but you are required to cover the 60% payment by the time your goods are shipped, you had requested delivery a month later, by the time the goods are dispatched the payment has to be covered. As mentioned before, you can submit and request compensation for the damages that happened during your move. 
  
  

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18167487
  
  I am rejecting this response because:The statements made by AMS are not true or correct. The issue of whether I waived my rights to a visual in home estimate is not the issue, the issue is that I was told zoom call is how you provide your estimate and was given a estimate that was not correct. The call on the day before the move asked if I was adding anything else to the move and I told them I was not. The ****** on site did not say prior to loading that the estimate was not correct, instead the ****** loaded the truck and only informed my wife there was going to be an additional 600 cubic feet. He then came in the house and told me there was going to be an additional **** cubic feet. At which point he said he would move everything to the garage and come back tomorrow to pick up the additional items. At that point was saying **** cubic feet to my wife and **** cubic feet to me. After loading the second day I was told I had **** cubic feet. Ryder trucks like the one used do not hold **** cubic feet. At this point everything was loaded on the second *********** had no choice but to let them take it. The phone number give to me by *********************** has gone from him answering, to the phone being answered ***** moving and is currently no longer in service. If the amount of items went up its because they did not count them correctly in the zoom estimate, I believe that this was done intentionally to low ball the estimate. I spent a great deal of time with ***** on the zoom call estimate to ensure an accurate quote. I was told by *********************** that the original quote of $8000 would be honored, but instead the only communication I got back from AMS was collecting the additional 60%. I was never allowed to speak to a supervisor or manager again. I want the original quote honored as I was told. I want $8326.90 refunded to me . I will also continue to pursue the damage complaint file with the 3rd party company you use.
  Sincerely,
  
  *****************

  Business Response

  Date: 10/31/2022

  Dear Complaint Handler,, 
  In our previous response, we referred the customer back to our contract because he stated that he asked for an on site estimate of my move and was informed that a video call was the way they did quotes. Furthermore, the customer continues to state that he was given an estimate that was not correct and he was asked if anything else would be added on the day of the move which he stated he was not, this is clearly a contradiction because his online inventory only lists 143 *****, once loaded a total of 259 were loaded there is a clear difference which ultimately took more space. Unfortunately, we are unable to go by what you were told onsite by the ******* first or later in the move, we can only go by what was written on the Bill of Lading and was signed by the customer. The goods once fully loaded took **** CF combined, the trucks do not need to hold ***** CF in order to fit the amount of space Mr.***** ***** took, our customers are free to cancel the move, remove additional *****, or remove ***** that cause the estimate to go over, they always have a choice. ***** correct phone number you are dialing should lead to an operator stating the phone is no longer available, weve tried calling ourselves and this is what we are getting. The move took place on July 12th, very close to the date **** stopped working for us, it is convenient for the customer to file a complaint in October, months later, claiming that he was told by *********************** that the original quote of $8000 would be honored, this could not have been promised as this is not an exception we couldve made with such a big difference in pricing, are are always open to work work with our customers, fixing the rate on the overload would be an example, but not honor a quote when the end price is twice as much.  Our agents are trained to take your inventory and calculate the cubic feet those ***** should take, not to mention that we encourage all of our personnel to make an effort to get accurate inventories, especially for logistical problems that can transpire. It is important to mention, there is really no way to low ball the estimate as the customer is stating if we are only going by the inventory list the customer provides us. ************ says that If the amount of ***** went up its because they did not count them correctly in the zoom estimate, but he read, understood, and signed that estimate, we couldve fixed it before the move if he caught the mistake. On the other hand, customers strategically tend to leave ***** out believing their original price is fixed regardless of the difference, this cannot be the case, because more volume equals more labor, time, and materials, that ultimately translates to additional charges. All of our moves are tight to manpower, time, and materials which are carefully planned days before the actual move, if the things change during the pick up, this as a consequence could cause delays with the other clients scheduled to be picked up the same day not to mention that it also reduces the space on the truck that was previously reserved resulting in a major logistical problem. Our companys management team reviewed the situation and offered a reduced rate of $3.40 instead of the original $4.40 per cubic foot on the additional cubic feet, the customer was **** cubic feet over his estimate, this essentially resulted in a discount of over $*****, we are not able to offer any additional refunds, adjustments or compensation. The customer can definitely follow up with our claims department regarding his claim. It is clear, we have tried working with our customer, but ************** request for a refund of $8326.90 on top of the $2005 adjustment is truly appalling. 
  
  All the best!