Complaints

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• Initial Complaint

  Date:03/02/2025

  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.

  The subject furniture went into storage; November 10, 2021. The furniture was delivered March 22, 2024, damaged, to which they admitted clearly that they damaged it, to which the crew chief driver told me that I had 30 days to place an insurance claim. The day of delivery, I along with the crew chief driver (pictures of damage taken by driver) documented the damage on the Mandatory Inventory Check-off Sheet. Shortly thereafter I contacted AMJ Campbell, Relocation Specialist to process the claim. The Relocation Specialist informed me that I need to process the claim through the Operations Manager. I called on numerous occasions leaving voicemail messages to which not once was the call returned. I finally contacted the Relocation Specialist and requested guidance/process in making the claim. The Relocation Specialist provided me the claim form, to my surprise stating the claim must be submitted in 7 days. Yet the Mandatory Inventory Check-off Sheet clearly states 60 days to submit claim. Not once did this company provide me the required claim form the day of delivery and mislead me into believing that I had 30 days. Finally visiting the company (three different occasions), I was given the run-around admitting they indeed caused the damage but there was nothing that can be done as the claim form was not received in time. I informed them that I was told by the crew chief driver I had 30 days, to which the reply was the driver misspoke and the corresponding 60 days on the Mandatory Inventory Check-off Sheet was considered a "Bingo" sheet, even though the damaged was acknowledged the day of delivery but to AMJ it was not the required claim form. **** ******* ************ ******** *** ******** ** **** **** ** *** **** ** *** *** ******** ** **** **** *** ****** *** ********* ****** *** ***** ****** **** ***** **** ** *** ** *** ************  In most cases it takes clients sometimes more that 7 days just to unpack their belongings.

  

  Business Response

  Date: 28/02/2025

  Hello Mr.
  **********, thank you for taking the time to share your concerns, we take your
  comment very seriously and have done the necessary investigation on our end.
  All of our documentation, and those that you referenced in your comment,
  indicate that you were well informed of our claim period. Unfortunately your
  claim came in an entire month after your move which is too long for us to be
  able to validate the legitimacy of what you were claiming. We ask that you
  review your signed work order that was completed at the start of your move and
  then again at the end of your move, that explains our claim policy clearly.

  Customer Answer

  Date: 28/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As stated in my submission:

  1. I was never informed verbally by the company nor the driver that I only had 7 days to report damage, nor given the damage claim form by the driver as we both witnessed the damage.

  2. I indeed reported the damage on day of delivery on the furniture manifest form.

  3. Both I and the driver took pictures at the time of delivery, to which the driver stated that the damage was due to them during transit and storage.

  4. The driver/crew chief, stated on several occasions that I had 30 days to report the damage.

  5. Not once did the company, immediately follow up with me to review any delivery issues or concerns.

  I feel that was a deliberate act not to compensate and further more do the right thing in repairing the furniture they damaged.
  
  
  
  Sincerely,
  
  
  
  ** **********

  

  Business Response

  Date: 06/03/2025

  Hello, We are very sorry to hear that you are still upset about our policies. We had asked you to review your work order and other corresponding documents that clearly explain our policies. Specifically, right above your signature on the work order. Also, on the claim form you sent in. Additionally we have included your initials on our walk through at the end of the move which did not indicate any damage. Aswell as the inventory sheets you signed off on, again indicating no damage.

  We hope this clears everything up for you.

  Thank you,

  Management