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:05/11/2022

  Type:Customer Service 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'm very disappointed they did not disclose the pricing point would change to a higher rate if we brought less. Our in person estimate said the opposite. The estimator told us he thought we had less than 4000lbs, but quoted us at 4000lbs. He then said if we brought less, the cost would be less. Our actual weight came in 520lbs less than the estimate (3480lbs), which put our cwt price up into a higher bracket. The total cost is slightly less, but we were expecting it to be $500-$1000 lower based on how much less we were taking. After complaining to the office about the change in price without notice, we were told that's standard industry practice. That's fine if it had been disclosed prior to picking up our goods. They told us they cannot possibly quote every scenario. However, when they knew we would likely be in the lower weight bracket why did they quote us for the higher one? We were mislead by the company. They need to disclose their pricing, not just change the terms of the agreement with no notice, and now that the goods are on their truck we have no options. This is a scam and fraud. This company does not operate in good faith. People need to know movers work on a sliding scale, and they will quote you a price to sign up. They will tell you anything to get you to sign. We want them to honour the agreed upon and quoted price/cwt of 144.11, not the mystery price they charged us without explaining their fee structure ahead of time.

  

  Business Response

  Date: 22/11/2022

  Hello, sorry for the delay, took a while to reach Ms. ********* ( and her mother, the person who was actually moving, ****** facilitated the move )

  Our rep ***** ****** did speak to the client, explained out pricing matrix, client paid the bill in full, and we now consider the case closed.

  I total case of misunderstanding of our processes, "inside perception and outside reality".

   

  Submitted by, S*** ***** ****** *** ************  ***** **********************

  Customer Answer

  Date: 24/11/2022

   I am rejecting this response because:
  
  The delay in reaching me was because AMJ was not using the number provided for delivery. It was explained at the time of quotation and upon signing the contract that the number on delivery was for my mother. The move was for items belonging to both me and her. 

  The 'misunderstanding' was not a misunderstanding of their processes or a perceived reality. the issue is that there is a sliding price scale that was not disclosed at the time of quotation or in the printed, signed contract. As this was not disclosed, I chose to reduce what was being moved in an effort to reduce costs. When the final invoice came, we were surprised since the rep, ***** Fulton, had indicated that 3500 pounds would cost less than 4000 pounds. He had said that he would "rather quote higher" so that we would be prepared. Had this information been given, we would have chosen to ship 4000 pounds, given that we were paying the same price in either scenario. 

  The invoice was paid, since our items would not be delivered until payment was made. The car I have shipped has not yet been delivered. I was also assured I would receive tracking information which I have not received.

  We do not consider the matter resolved.