Business Profile

Long Distance Movers

American Moving and Freight LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

29 total complaints in the last 3 years.
0 complaints closed in the last 12 months.

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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:06/28/2023
Type:Product Issues
Status:
UnansweredMore 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 9/28/2022 booked with them to my my daughters furniture from ** to PA in January 27-29th,2023 with a job number of AF4603423 and paid a deposit of $903.00. On January 30th they cancelled the job due to the truck breaking down. Was told a refund would be processed as soon as possible. Was told the end of March that my refund was approved for disbursal. As of today, 6/28/2023 I still have not recieved the money due to me. They wanted the deposit right away but are unwilling to refund it.
Initial Complaint
Date:04/25/2023
Type:Sales and Advertising 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.

Complaint: 19982372

I am rejecting this response because I have not been reimbursed for any of the damage or losses. Until I receive my settlement check I will not be accepting any empty promises. Below is the information requested by the business:
Account holder name: *************************
Job Reference #: 1782847
DOT #: 301-3951
Motor carrier # *****

Thank you,

*************************
Business Response
Date: 05/16/2023
We will be more than happy to assist you in this matter. However, the information submitted in the complaint is not attached to an account in our database. Please submit the account holder name (the name on the contract signed with AMF for services) along with the Job Ref # listed on your paperwork. Our staff will be able to pull the correct file and address your concerns properly.

Thank you Kindly.
AMF Mgmt.
Initial Complaint
Date:03/22/2023
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 am writing to submit a formal complaint regarding the packing and shipment of our household goods. When my wife initially called to get a quote from American Moving and Freight in May 2022, she spoke to a representative by the name of **************. *** originally quoted us $8,444. That quote included furniture for:1. two bedroom sets; (one bedroom set was minus a king *********** living room, den sets, and dining room sets;3. kitchenware;4. 20 medium boxes and 8 wardrobe boxes;4. 20 plastic totes from the garage;On May 23, 2022, two days before the packers arrived, *** called us again to reconfirm the packing list. At that point, we advised him that we would also like to take a **** watt generator, a pellet grill, a fireproof safe, and two bicycles. *** added those items to the overall space needed and quoted us appropriately $600 more than the original quote.When the packers from "Movers and Packers Relocation Specialist" arrived on the 25th, they came with the largest U-Haul truck that you can rent. When the lead guy walked through our house, he immediately said that the original quote was only for half the space in the truck and that he was going to need to recalculate the quote, and might need to get another truck to accommodate everything.When he said that the initial quote was for only half the space in the truck, this made absolutely no sense to me, as that amount of space was barely enough to fit our furniture and certainly would not account for the totes and boxes that we had planned for. We were further shocked when the quote the guy came up with was double what the original quote was, at $16,491!Given the fact that the packers were there and us needing to be out of the house in the following 3 days, we were forced to pay the additional amount and have our belongings packed. However, the packers were ultimately not able to fit our generator, grill, safe, bicycles, or any of the garage totes in the truck.When we tried calling *** to discuss the situation, we were unable to get a hold of him, even after being told by him that we could call him, should we encounter any issues. We finally spoke to another representative that was unable to do anything to resolve the issue.Needless to say, this experience was very frustrating and difficult for us. Not only did we end up paying double what was originally quoted to us, we were forced to leave a lot of our belongings behind.It's perplexing that *** would not have only accounted for half the space in that truck, given all the furniture that we told him we had. The entire ordeal seems to involve fraudulent business practices either by American Moving and Freight or the sub-contractor, Movers and Packers Relocation Specialist, as we were left with having to pay the extra amount in order to get our belongings delivered.Additionally, Movers and Packers did not deliver our belongs in the time frame they guaranteed us. When are goods were finally delivered, there were two items missing and several pieces of furniture damaged. After filing a claim for over $1,700, the company responded back with a settlement offer of $57, which is absolutely absurd. I have disputed this with them and have yet to resolve the issue.I have included American Moving and Freight in my correspondence with Movers and Packers and feel that they can resolve this issue by compensating me the amount of my claim, since they brokered the service. I have yet to receive any response from American Moving and Freight, even after submitting a formal complaint to them.
Business Response
Date: 03/23/2023
Good Afternoon ******************************* & The BBB;
Thank you for taking the time to share with us your experiences regarding the booking process and the Inventory List outlined on your Binding Moving Estimate Agreement (***) and the events you have explained with the carrier onsite the day of pick-up. Reviewing the details we have documented, the file begins with the client, ***********************************, requesting a quote and then booking relocation services with American Moving & Freight (AMF) on Thursday 4/21/**22. ******** signed a Binding Moving Estimate Agreement/Contract Thursday, 04/21/**22 07:42:48 PM (ET)) that reflects the estimated move date of Wednesday 5/25/**22 - Saturday 5/28/**22, a space reservation for 967 CF at the locked in rate of $5.75 per CF, going from ******, ** ***** to *********, ** ***** which is approx. ***** miles. Client's Contract has an inventory list containing 17 items and 75 pieces total. The client secured a deposit with AMF for $2,689.00 via check through our processor. The *** Agreement reflects 30 days of Carrier Storage and a Floating Reservation option. This *** Agreement has *********************************** E-Signature displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract.
Our company also provides a ***************** phone appointment that allows the client to make any changes to the inventory list before the truck arrives for pick up should they need to increase the space reservation. On Monday 5/23/**22, the client received a ***************** phone call appointment giving the client the opportunity to make changes to their Agreement such as adding services or changing the inventory list of items to be picked up. The client made some changes by revising the inventory list to reflect a new space reservation on the truck to ***** CF - changing the inventory list to reflect additional items; 21 different items and 80 separate pieces. The increased space reservation required an additional deposit of $650.00 that brings the total deposit to $3,339.00. The discount given by the Coordinator of $2,300.00 will still be implemented as a deduction towards the overall balance onsite. The *** has options documented as ***** days of carrier storage if the customer is interested in utilizing that service.
To first address the comment you made; When he said that the initial quote was for only half the space in the truck, this made absolutely no sense to me, as that amount of space was barely enough to fit our furniture and certainly would not account for the totes and boxes that we had planned for. When a customer is providing their item list to the Booking Agent, the Representative is entering each item into our Database system which automatically generates the volume (LxWxH) of each specific item based on the generalized dimension of a standard item. FOR EXAMPLE: If a customer has a large sofa chair, we entered as a sofa chair for 30 CF of volume. However, your particular chair may be an oversized stuffed sofa chair and therefore may take up 50 CF due to its larger size. This can happen to your inventory list because what AMF provides is an estimate. It is a quote for an estimated space reservation that your items can fit inside the back of the truck.
Reviewing the Bill of ******, after your goods were packed and loaded for transport approximately ***** CF of space was used in the truck. The carriers ******* completed the paperwork correctly by charging for the additional volume used by your goods at the locked-in rate of $5.75 per CF of volume. This is a standard industry practice. We also see that the carrier provided packing services and/or supplies which carries an additional charge of $2,550.00. The fuel surcharge is 15% of the total volume of the household goods. We can provide you a breakdown below to show you what the Bill of ****** reflects and what you have signed and agreed to services the carrier is to perform. The carrier has already conducted the pick up, performing those services of packing, loading and removing said inventory list from the pick up address.
*** space reservation ***** CF @ $5.75 per CF of volume = $ 5,951.25
Add volume 665 CF of space @ $5.75 per CF of volume = $3,823.75
TOTAL ***** CF @ $5.75 per CF = $9,775.00
*************** + $2,550.00
Fuel Surcharge (15%) + $1,466.25
(**** x .15=1466.25)
Bind. Est. Fee + $5,000.00
= $18,791.25
Minus discount from AMF - $ 2,300.00
= $ 16,491.25
Minus Deposit (AMF) - $ 3,339.00
Balance Due @ to the carrier = $ 13,152.25
Typically, the balance on the Bill of ****** is split into 2 separate payments, 50% on pick-up and 50% at the time of delivery. The Bill of ****** financial breakdown in the bottom right hand corner reflects the carrier is seeking a payment of $6,576.00 as a pick up payment made out to the company in the form of Cash, Cashier's Check or US Postal Money Order. Some carriers will offer alternative forms of payments that their corporation has set up. Each carrier is independently owned and operated so if they offer Zelle, Venmo, personal check or bank wire those instructions will have to come directly from the carriers Administrative Staff MOVERS AND PACKERS RELOCATION SPECIALIST or the abbreviated name in our system M-Packers.
Onsite, each customer has the option to take only the space reservation that is reflected on the *** (***** CF) or the client can opt to take the Revised Onsite Estimate prepared by the carrier after their visual revision is completed. In your case it ended up being ***** CF which is typically a full 26 foot box truck. The third option is to refuse service and cancel onsite. However, when a client turns the truck and the carriers crew away without attempting to perform services, the client ultimately is forfeiting the deposit (per Section #** of the ***). Since the 2nd option was decided upon, the carrier completed the Bill of ****** Order of Services Contract and we can see your signature on the bottom of the contract. As an interstate broker, AMF prepares the *** Agreement with the Client prior to the Carriers arrival to the clients location to execute pick up services. When the ******* and the crew completes loading the inventory list onto the truck, the paperwork will be completed. The carriers paperwork consist of pages that cover areas of Valuation Coverages, Revised Onsite Written Estimate, Packing Supplies Cost List, Inventory Pages and the Bill of ****** Order of Services Contract. The client & the carrier will both sign all of these forms together. The signature on the paperwork reflects that an agreement was met between both parties; services to be performed by the carrier and monetary agreement from the client.
We have not found any inconsistencies, discrepancies or unwarranted charges that are listed within the Bill of ******. AMF Customer Support Staff can answer and assist you with any questions moving forward as you are awaiting the delivery of your items. To address the *** Delivery of your goods, please once again refer to the *** Agreement section outlined Estimated Timeline based on the distance to be traveled. ****** Map estimates the distance from ******, ** to *******, ** is approx. ***** miles. This falls into the category ***** + MILES is listed as **** BUSINESS DAYS from the **** Date. **** stands for First Available Date for Delivery.
If you had advised the carrier that your **** date is 5/25/**22, this is documented on the top right hand corner of the Bill of ****** and is not considered the Delivery Date. It is considered the 1st day the customer is able to accept their belongings from the carriers possession. **** Date is Not the Delivery Date!! The *** provides the estimated window for the distance to be traveled. However, if you look at the Bill of ****** under the Section Labeled Delivery Acknowledgement'' it will show you what the ******************* protocol and procedures for an estimated delivery window. If the carrier delivers outside the 30 business days from your **** date, they should compensate the customer by the daily tariff. Typically this is approx. $15.00 - $30.00 pre day, for every day that passes. The companys tariff will specify. You can request that from M-Packers directly. As your broker, AMF does not take part directly in deliveries. We present ourselves as Interstate Brokers and once the Bill of ****** is signed by the Consumer and a representative of the carrier, the Bill of ****** is the most recently agreed upon contract for cost and services. AMF will advocate on your behalf with the carrier but again we do not take part directly in with the delivery process. Addressing Claims; please read the Terms & Conditions on the reverse side of the Bill of ****** for in depth details. At the time of pick-up, each client has the opportunity to chose what type of coverage they are seeking. The 2 options are Full Value Protection which a premium payment will be due at the time of signing for FULL COVERAGE or option 2 is Valuation Protection which is $0.60 per pound per article. This is all listed in your paperwork you signed with M-Packers. The document would have quoted instructions for the consumer to choose only 1 of the options, not both. Once you file a claim, the claims company calculated the settlement offered based on the elected coverage you signed for at pick-up. AMF does not handle, pack nor transport your belongings so therefore we are not opted to offer claims or coverage. It is the Carriers responsibility to properly file claims based on the selected coverage the consumer signed for in the paperwork. If you are interested in pursuing this matter further, you would have to secure assistance on your own accord since the Carrier followed all FMCSA/DOT guidelines when processing claims.
We offer our sincere apologies if the carriers actions were not up to your expectations. Again, reviewing your file, onsite your belongings used an additional 665 Cubic Feet that American Moving & Freight did not account for. The Carrier must charge for all space utilized and they did so by the locked-in rate of $5.75 per CF as the *** displays. American Moving & Freight followed all regulations as an interstate broker and thus no refund or compensation is due since no violations were detected in the performance of this relocation. We apologize that we could not offer more than a sincere apology and the hopes that your family has the opportunity to flourish in your new home in *******.
Best Regards;
*****************************;
Compliance & Administration
Initial Complaint
Date:01/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.

Complaint: 18958741

I am rejecting this response because: they said they could not find reference of the job number when the name and job number is clearly there in the attachment I sent with my letter.

Sincerely,

*********************** veteran.
Business Response
Date: 02/08/2023
Good afternoon ***************************;
We have searched our database and we have not been able to locate a file under your first or last name. Perhaps the file's main point of contact is either a family member such as a parent or a spouse.
We have also searched under your email address and phone number - and were not able to locate a file containing your details. It would be a great help to our staff if you can provide the Job Reference # located on the Top of your BME Agreement. Please check your Contract and the information posted on the very top of the contract will have the Company Name, the **************** Toll-Free Number, the Job Reference # as well as your Booking Agents Name.
Unfortunately, we can not further comment or provide any details in this matter.
We look forward to your answer so we can assist you properly.
Thank you kindly.
*****************************;
Compliance Supervisor
Business Response
Date: 02/14/2023
****************** we are terribly sorry that you can not find the job Reference number on your paperwork. Perhaps you can provide the name of the account holder? Can you confirm who made the reservation and submitted the deposit? As previously stated we researched your name, the phone number you attached to your complaint as well as the email address you linked to your name.
We could not find any booked job under this information. So again we kindly ask to please submit the name as it is typed on the Estimate as well as any identifying details so we can locate your file. As of right now we are unable to locate any recent job booked under your name, email address or phone number. We look forward to your answer so we can properly assist you.
Thank you again.

Customer Answer
Date: 02/18/2023

Complaint: 18958741

I am rejecting this response because: if there is no record then why is this company charging my card over $3600? The job number is AF4603227 and under *********************** and ******************************** I would like a refund from American Moving and Freight

Sincerely,

***********************
Business Response
Date: 03/23/2023

Subject: *******, Nick ***********
BBB Complaint # ******** (Filed on 1/31/2023)
Good Afternoon BBB Representatives;
********************** initial complaint did not contain the proper information to locate the file within our database. After numerous responses back and forth we were able to locate the account, that is in the name ***********************//********************************* and found that they properly completed the reservation process, by submitting their inventory list of 6 different items and 187 separate pieces. The price per Cubic foot is a locked-in rate of $4.00 per CF based on the distance to be traveled from origin ( *********************************************************************************) to their destination of (**************************************************************************). Please be advised that this is a relocation totaling ***** miles across the country. The ******** overall space reservation (meaning the entire space used by their belongings in the truck is calculated to 995 CF . or ***** lbs based on the inventory of goods provided to their Coordinator on Sunday 10/09/2022. To finish the reservation, the client must secure a deposit, paid either via ACH or Credit Card Authorization. The ******** opted to use a credit card and signed a Credit Card Authorization form as well as a Binding Moving Estimate Agreement that pertains to the company's Terms and Conditions. (Both Documents are attached) The most important of those Terms and Conditions is the Cancellation Policy. The customer Electronically signed off on the *** on Sunday 10/09/22. The Cancellation Policy is listed in the actual E-Sign as bullet point # 1 (By Signing this Document You are: Accepting the Terms and Conditions outlined on your Binding Moving Estimate, including the 24 HOUR CANCELLATION POLICY.)

Then we have recorded within our internal notes an entry from **********. that states on 10/20/2022 02:25:08 pm Cancel-- **** called to cancel said she had canceled last Friday and was confused why it was even still active advice given when she wanted to cancel even last Friday the deposit is non-refundable and today would be no different. She mentioned something about charging back.

The Cancellation Policy is 24 Hours and is posted in the Moving Policy Terms and conditions. if booking is completed @ 10/09/2022 @ 03:19:29 PM (ET) ~ then the Cancellation Window for Eligibility to receive a refund expires 10/10/2022 @ 03:19:29 PM (ET). The "Last Friday '' mentioned in the Manager's entry refers to 10/14/2022 Friday which is still outside the cancellation Policy Terms.

The Customer willingly secured a deposit for services. If canceled outside the eligibility window, then the customer may place the reservation on "HOLD" at the locked-in rate and use the reservation up to one year of the cancellation. This is stated in Section #8 of the Moving Policy. We can even honor an extension up to 24 months if necessary. AMF is abiding by the Terms of the Company's Policy which is laid out within the Agreement that the Customer signed. We have attached the signed copy for your review. This is what we would like to post on the Platform as an answer to the ********* who are still questioning why they are not refundable. The Deposit was recorded as:

10/09/2022 03:30:27 pm Added 5% Merchant Fee $3,629.85
Paid on Oct 9, 2022, 3:29 p.m. EDT Visa 0079
$3,457.00 (Moving Deposit) + CC Fee $172.85 = $3,629.85
Subtotal $3,629.85
Total $3,629.85

Please Be Advise that the customer has received their deposit via Credit Card Merchant. The customer charged back, and AMF does NOT HAVE ANY FUNDS that the customer has submitted. The fact that this complaint is UNRESOLVED is prolonging what outcome?? The customer filed a complaint. They were not eligible for a refund but they were able to retrieve their money back by disputing with their financial institutions. Our internal notes on client filed state:

11/02/2022 05:16:02 pm ADMIN customer charged back on CC that was used to secure the deposit back in October. Contested chargeback / Lost - funds returned to customer.
Consumer should only be entitled to the Moving Deposit of $3,457.00, not the 5% merchant fee that AMF is charged for the customer utilizing a Credit Card. The $172.85 is what AMF is charged and that fee should have not been refunded. However, the customer contested the full amount and AMF is actually out the $172.85 fee. We hold no money from the ********. We are stunned that this matter has continued on for this oolong when the customer knows that they charged back and is still seeking additional compensation? This matter is closed and no additional work or money is needed to be returned because the customer already has it by way of Charge-back. We offer an apology to the ******** for their experience but we must state that as of November, they received a full refund from their credit card merchant and this file was closed a long time ago.

No additional data is available thus this account has been dismissed as of NOV. 2, 2022. Thank you .

Customer Answer
Date: 03/23/2023

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. The fact still remains that there are tons of complaints about this company and they switched contracts without us knowing as I previously described.

Sincerely,

***********************
Initial Complaint
Date:01/26/2023
Type:Order 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.
My wife first contacted American Moving and Freight by accident on May 17th, 2022. She was attempting to call ******** ********************************* a moving company we had used the previous year and who we had a great experience with. When the call was picked up by American Moving and Freight my wife said Sorry, I have called the wrong number, I was calling ******** ********************************* The *** representative (**************) replied, "We are their schedulers". This was one of several deceptions from this unethical company. *** did not identify his company as a moving broker and at the time we did not realize that moving brokers even existed. We assumed that ******** ******************************** had outsourced their scheduling, as *** had said. I explained to *** that I wanted to schedule moving and packing with ******** ******************************** and that we needed the packing and moving to occur between August *****. He then proceeded to get an inventory list along with specifics of the move. Then *** put my wife on hold while he claimed to have called and discussed availability with ******** ********************************* He took her off hold and said that ******** ******************************** remembered my wife and me and that they were available to move us during the requested time period. (This was a lie as ******** ******************************** later confirmed that they were never contacted by this firm and have no relationship with them.) ************** then transferred my wife to someone in their accounting department where he stated that ******** Moving and Storage required a deposit. The deposit was $3,228.70, nearly 40% of the cost of the entire move.After several months of hearing nothing from ******** Moving and Storage, nor from American Moving and Freight, my wife called them on August 10. They would give my wife no specifics about the move and told her that their Quality Manager would eventually return her call. (We had to be moved by August 14 as new tenets were moving in.) I became very suspicious and called ******** Moving and Storage directly myself. At this point, on August 10, we realized ***s subterfuge. American Moving and Freight did not do the scheduling for ******** ********************************* and we were not scheduled with BAMS for a *************** Moving and Storage would not have demanded an upfront deposit of 40% of the moving costs. BAMS has never done business with American Moving and Freight. *** simply lied to us.Of course by this time our credit card had already been charged and we had already paid the $3228.70. When we were finally able to reach American Moving and Freight again the Quality Manager told us that a company called Prosperity Moving could do the move for us. My wife explained that we expected the move to be complete by August 15 and that we needed to be out of the pickup location on August 13, and that we had contracted for ******** ******************************** to move us, not Prosperity Moving (F rating on Better Business Bureau). We told them not to proceed with scheduling Prosperity Movers, we would schedule ******** Moving and Freight ourselves. American Moving and Freight did not move us, nor did they schedule us. Please realize that our agreement with American Moving and Freight was to have ******** ******************************** move **. This was agreed on our May 17, 2022, call where they told us that they were the schedulers for ******** *********************************They verbally confirmed that was what our payment to American Moving and Freight was for. That last phone call on 8/10/22 was the first that we were told that some other company that we had never heard of would be contracted to move us. We paid American Moving and Freight to schedule ******** ********************************* and in fact they led us to believe that they were the scheduling arm of ******** ********************************* American Moving and Freight never even contacted ******** ******************************** and completely mis-represented their services. They lied to us and they stole $3228.70 from us that we still have not received back.(We did dispute the credit card charge, even though it had already been processed, and ********* agreed that we were in the right, but could not credit our account because American Moving and Freights bank did not respond to reversing the charges because *** would not release the funds back to their bank.)Further, even though *** currently has $3228.70 of our money, they went to a collection agency saying that we owed them an additional $3390.14, and we have been receiving collection notes from ************** *********** on behalf of American Moving and Freight.In conclusion, I would point out that American Moving and Freight booked our move under false pretenses and delivered nothing to us, no product, no services:-They lied about their association with ******** ******************************** -They promised that we would be scheduled a move with ******** ********************************* a company that they have no association with. This was confirmed by ******** ******************************** on 8/10/2022.-American Moving and Freight did not notify us that the company we agreed to do the ************** ********************************* was never contacted nor contracted. American Moving and Freight did not inform us that Prosperity Moving was contracted instead of BAMS until 8/10/2022, deliberately well after their arbitrary "1 business day cancellation policy". (This is how their scam works) -We received no product nor services from American Moving and Freight -American Moving and Freight did NOT move us, nor did they contract with the mover who did -We were unfairly billed for services that were not rendered An ethical company would have explained the services that they provide, and when requested they would have provided information about the movers they use. All of this resulted in American Moving and Freight providing no service nor product to us at all.Please check out the Better Business Bureau reviews of American Moving and Freight, and all the accompanying negative customer reports, and you will see that this happens all the time with this company. They make their money by scamming customers. Please help us get our $3228.70 back, and please force *** to stop sending collection agencies like **************************. on us.Thank you
Business Response
Date: 01/30/2023
RE: JOB #: S4589984 *********************************
Good Afternoon **************************;

Thank you for your feedback regarding American Moving & Freight. We apologize if you feel that our answers are lame but we do stick to the facts outlined within the Binding Moving Estimate that coincides within the Industry Protocols.
We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client, ********************************, requesting a quote and then booking relocation services with American Moving & Freight (AMF) on Tuesday 5/17/**22. ********************************* signed a Binding Moving Estimate Agreement/Contract Tuesday, 5/17/**22 04:19:36 PM (ET) that reflects the estimated move date of Saturday 8/13/**22 - Monday 8/15/**22, a space reservation for ***** CF at the locked in rate of $4.00 per CF, going from ****************************** to ************************ which is approx.524 miles. Client's Contract has an inventory list containing 24 items and 93 pieces total. The client secured a deposit with AMF for $3,094.00 through our processor. This *** Agreement has ****************************************; **Signature displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract.
This Electronic Signature reviews with the customer the important pieces of information that they will need to be aware of when signing up for services with AMF. We outline in bullet point format the Cancellation Policy of (1) Business Day for a customer to be eligible to receive a refund of their deposit. The second bullet point reviews that any debit via ACH through a checking account and AMF refunds can take up to 14 days to be released to qualified customers. The third point is advising each client of the Rights and Responsibilities by providing the ****-links to the Government websites. Each customer can review these online forums at their own convenience. Lastly, AMF states; By accepting the Terms in this document you are confirming that your inventory is accurate to the best of your knowledge and you may add items during your ***************** phone call. The Customer then has the opportunity to review the Binding Moving Estimate Term & Conditions (Sections 1 through 22) and complete the **Signature portion at the bottom of the page. In this instance, Ms. ** ****** completed the OnLine Signature which included her IP Address identifying the electronic device she used to sign the document, as well as the date, time and internet browser used to access the forum.
Upon completion of the Booking Process, The Agent was accurately describing AMF as schedulers. AMF is an interstate Broker who basically makes all the arrangements and accommodations on behalf of the clients requests. This is explained in detail in Paragraph #4 and #5 of the Terms & Conditions. Based on the customers requested needs, the size of their household goods shipment, the deposit amount if listed as 30% of the outstanding balance. The customer opted to use a Credit card for the deposit which was successfully processed on 5/17/**22 for the amount of $3,094.00.
The customers file is full of interoffice notations. As the customers broker, we continued to work on and make arrangements because as a broker that is our responsibility. It was the customers assumption of affiliations with companies they wanted to be executed through. The fact is that AMF has working relationships with a large number of Carriers across the country. We will utilize the best carrier to perform services for a customer based on the particulars listed within the Agreement. Not every carrier will work for each file. It is not the customers decision which carrier can accommodate their job. However, upon request, arrangements can be made. It is unfortunate that some carriers will not accept a job sent to them if they do not have the schedule or capabilities to perform services for that job. We apologize that the ********* felt that they wanted ************ as their carrier. We can not always accommodate each request but as the Broker, we are obligated to locate an FMCSA Authorized Carrier who can perform the services. It does not say we must assign the named carrier listed by the customer. We apologize for this misunderstanding.
The file further indicates that after our staff continuously worked out details for the ** process to be completed by the customers specifications and AMF needed to properly assign accurate paperwork to the carrier. As recorded on 8/10/**22, the customer called to demand the carrier information believing that ************ would be executing her relocation. Management was advised of the customer's aggressive nature to step in. When the Manager took the call, the client disconnected the line. No contact with the Customer later that evening. On 8/13/**22, the carrier called customers to confirm the arrival timeline. Customer was not happy with the carrier assignment and called the **************** Team to cancel and deemed a refund of the deposit. However, due t the timeline and Terms in the *** that ******************** signed, she is not eligible for a refund of the deposit. The Agent Read Section #** of the *** that states the following: **. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE DURING THE PICKUP WINDOW. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY AMERICAN MOVING AND FREIGHT IN WRITING TO **********************************
On 9/06/**22; our ************* received notification from the bank that the customer charged-back the deposit amount. AMF disputed this action and submitted paperwork that stands behind our position since the customer was canceling outside her cancellation window of 1 business day from the date of booking (5/17/**22) and is not eligible for a refund. As of 9/29/**22, the credit card merchant reviewed our submission and awarded the funds back to AMF. Our documentation shows that the client entered into this agreement and Electronically signed willingly. Therefore the companys Terms & Conditions stand as is. Custom then appealed and was awarded the funds on 12/16/**22. Since the merchant is being swayed by the client and not following the Signed Agreement, our ************* has opted to send this customers file to collections. This is standard practice since the customer is not eligible based on the timeline of events, the Terms within that explain and disclose all important information that the client keeps saying AMF did not advise them. However, in the Agreement Section 1 to 23 - explain in detail every topic that the customer failed to read, review and acknowledge the day of booking this reservation back on 5/17/**22. Therefore, the Collection of the deposit will continue forward as our right to abide by our Company Policy which the customer feels they are not obligated to even after signing.
Management and ***************** will continue to monitor this matter.
Thank you Kindly.
Initial Complaint
Date:01/26/2023
Type:Order 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.

Complaint: 18902453

I am rejecting this response because:
I have provided the requested information. This issue has not yet been resolved and I would like to see the supposed debt removed.
Sincerely,

***************************************u with no service. I would really like for a response from the company to remove this erroneous debt that they claim they have against me.
Business Response
Date: 01/30/2023
Good Afternoon *******************************************;
We thank you for sharing your experience and feedback with our office. However, upon further inspection we are not able to locate your particular file under the information you have presented. To properly assist you in this matter, we will need the account holder name (who's name is the reservation listed in), the Job reference Number, and the phone number affiliated with this account will be most helpful. With these details, our staff will then be able to pull up the file and examine it thoroughly to see how we can assist you correctly.
We look forward to hearing your response.
Thank you kindly.

Support Staff @ American Moving & Freight
Business Response
Date: 02/14/2023
Good afternoon ******************************************* & BBB Representatives;
Looking over the details that we are able to locate on the file in question Job Reference # AF4592810 booked on Tuesday 6/21/**22 and Electronically signed at 6:53 pm (EST). Per your Cancellation Policy listed in this Agreement, you have 1 business day to cancel to be eligible for a refund.

Per our records, the reservation was in fact completed, signed and funds secured ($1,77.00) on 6/21/**22. The following day, the payment was approved and submitted for processing on 6/22/**22 @ 11:50 am EST. Then, our **************** was notified by our Bank on 7/01/**22 the payment the customer agreed and submitted ($1,776.00) was returned by the bank as BOUNCED. Our Administrator contacted the customer the same day 7/01/**22 @ 3:29 pm EST to which the customer attempted to claim that the charge was fraudulent. Our staff discussed with **** that the Binding Moving Estimate was completed and signed legitimately and therefore the chargeback was fraudulent not the deposit for services they requested. *** was not interested in resolving the matter with our staff at that time and hung up on us.

Unfortunately, the client is not accurate in this matter. The customer did not cancel service within the 1 business day as the Moving Policy outlines. The attachment the client submitted is the signed copy of the Binding Moving Estimate (***). If you look closely, you see that the Cancellation policy is extremely clear and posted in several places throughout the document. It is listed i the **Signature as well as Section #8 and Section #** i the Terms & Conditions. The customer has not submitted the original email or original text message with the date and time stamp showing the legitimate cancellation request within the 24 hours of signing. That deadline would be 6/22/**22 @ at 6:53 pm EST.
However, reviewing all the details listed, the customer has not sent supporting documents as requested in Section # 8

8. SHOULD YOU ELECT TO CANCEL YOUR MOVE WITH IMPERIAL, YOU MUST CALL OUR CANCELLATION LINE ************** BETWEEN 10AM AND 6PM MON-FRI EST WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL AMERICAN MOVING & FREIGHT AGREEMENT. THIS 24 HOUR ****** DOES NOT RESTART WHEN CONTRACTS ARE AMENDED AND R**SIGNED. CANCELLATION REQUESTS RECEIVED WITHIN 24 HOURS OF ELECTRONICALLY SIGNING THE ORIGINAL AGREEMENT WITH IMPERIAL WILL RECEIVE A FULL REFUND. YOUR DEPOSIT IS NON-REFUNDABLE SHOULD YOU CANCEL WITHIN (5) DAYS OF YOUR FIRST AVAILABLE PICKUP DATE. CANCELLATION REQUESTS RECEIVED AFTER THE 24-HOUR GRACE ****** ARE NON-REFUNDABLE, HOWEVER; THE DEPOSIT MAY BE APPLIED TO A FUTURE MOVE WITH IMPERIAL WITHIN 12 MONTHS (1 YEAR) FROM THE DATE OF THE ORIGINAL SIGNED AGREEMENT.

The customer could have sent this request in writing to numerous emails that the company has and lists within the *** Agreement. These emails who consist of his Booking Coordinator, *** or an email can be sent to the **************** Dept. ********************************** or even to **************** at the following email address: *************************************************.
We do not have any written notice from *************************************** on record. Again, the time stamped with the original date showing would need to be submitted. At this point, since the customer opted to charge back the deposit amount of $1,776.00 without authorization the file has been sent to ***************** for further analyzing and recovery. This decision is based on the Terms & Conditions within the *** Agreement to which the customer signed electronically. An Electronic Signature is a Binding action agreeing to the contact and will be upheld in court if necessary. Again, at this time, the file is in Collections for recovery and resolution.
Thank you for your time and patience in this matter.
Sincerely,
*****************************;
Compliance Manager
Customer Answer
Date: 02/14/2023

Complaint: 18902453

I am rejecting this response because:
I call within 30 minuets after the initial contract was signed and requested a cancellation, they told me no further action was required on my part. I dont have this in writing because nothing further was sent. Furthermore, the check never bounced because there was no funds in the account to take as discussed on the call I had when I canceled the contact.
Please remove this balance from your record, no service or product was provided. I am being charged for the reservation of a contact that would have not been honored or beneficial to me because the date of the move was the *****th of August and I was contacted on the 1st of July well after the move had been completed. There was not intent to fulfill this contact.
Sincerely,

***************************************
Initial Complaint
Date:01/25/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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.

Complaint: 18896847

I am rejecting this response because:
1. We paid YOU $1155.00 directly (as stated in your answer) to be a broker and contract a company to deliver our items.
2. We still do not have our items, nor do we have a consistent, satisfactory answer as to why.
I am requesting a refund from you for the money paid directly to your company ($1155). I cannot help my daughter begin to replace her entire lifetime of belongings without money.
Sincerely,

*****************************
Business Response
Date: 01/30/2023
RE: JOB #: AF4604211

Good Afternoon *****************************;

Thank you for your feedback regarding American Moving & Freight. We apologize if our answers seem repetitive in nature but we must stick to the facts outlined within the Binding Moving Estimate that coincides within the Industry Protocols.
We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client, *****************************, requesting a quote and then booking relocation services with American Moving & Freight (AMF) on Thursday 10/06/2022. ***************************** signed a Binding Moving Estimate Agreement/Contract Thursday, 10/06/2022 02:27:38 PM (ET) that reflects the estimated move date of Friday 11/25/2022 - Sunday 11/27/2022, a space reservation for 300 CF at the locked in rate of $4.50 per CF, going from ****************** to ************************************ which is approx. ***** miles. Client's Contract has an inventory list containing 4 items and 28 pieces total. The client secured a deposit with AMF for $1,155.00 through our processor. This *** Agreement has ***************************** E-Signature displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract.
Our records indicate that the customers deposit cleared on 10/10/2022 successfully. On 11/22/2022, we received an email from **************** panicked because the Agents mail address was not working properly and she wanted her to pick up information. We forwarded the email to the ************** for more details. On 11/23/2022 12:07:14 pm The Customer Support Staff got pick up time from Carrier for 11/27 between 5-7 pm informed customer of this info and sent an assigned carrier email. Later that day we were advised at 11/23/2022 05:36:52 pm the trying to push pickup for Monday afternoon. I asked Agent and said he had to check with Driver. informed once we got an answer we would reach out. It was quickly figured out and recorded11/23/2022 05:43:34 pm informed it would have to be done on sunday, she said she would make arrangements. The day after the pick up we received notice: 11/28/2022 12:25:24 pm sent message to carrier requesting bol because customer had more CF onsite last night than our estimate by ******* CF. sent text message to customer informing we requested BOL and will reach out when we have it.
Then on 12/12/2022 11:43:01 amVanessa called asking for a delivery status per Director of Operations at the carriers office they shipped this past weekend looking at **** bus days for delivery so likely prior to Christmas. The carrier has delayed this delivery. Our staff looked into the details: 12/23/2022 02:08:18 pm ******* called to ask for a delivery update per *** realistically it will be at some point after the holidays advised the customer based on the update I was provided we would be looking at delivery in the following ***** days. On 01/06/2023 04:26:13 pmMgmt. got involved: Client called in trying to get a delivery update, reached out to the carrier and no answer informed upper management as well as dispatch in skype chat. Last entry: 01/11/2023 01:46:32 pm Client called in and wants to know how long she can wait to receive her items. **** ASAP. The problem is that ASAP is not a date so it can get overlooked by accident. **** Means First Available Delivery Date. Per industry Regulations:
To address the *** Delivery of your goods, please once again refer to the *** Agreement section outlined Estimated Timeline based on the distance to be traveled. ****** Map estimates the distance from ********, ** to *******************, ** to be approx. ***** miles. This falls into the category ***** + MILES 7-21 BUSINESS DAYS from the **** Date. **** stands for First Available Date for Delivery. If you had advised the carrier that your **** date is ASAP, which in turn is then labeled the following day after the pick up is executed and performed. That will be recorded as 11/28/2022.
Per the **** OF LADING, which is the contract for services between the client and the carrier, it outlines in the Delivery Acknowledgement that they have "UP TO" 30 business days from the **** date to deliver a client prior to the goods being considered a late delivery. From the **** Date of 11/28/2022 - 30 business days fall on Monday 1/09/2023. Should the delivery take place after the 30th business day, the carrier can take into consideration if the situation calls for a discount or compensation off the delivery payment due.
Each carrier has a Per Day Tariff that will be applied should this situation take place. For Example: if the carriers tariff is $20.00 per day and the delivery arrives after the deadline of 1/09/23 - the amount is multiplied by the number of days to calculate compensation to the customer. Please remember that this is handled directly by the carrier, not the brokers office. AMF is not involved with the handling of claims or compensation in delivery delays at all. The carrier must make arrangements to deliver the shipment or release the shipment plus compensation if applied.

Delivery Section from BOL: Agreed pickup/delivery periods
Pick up & Delivery dates are not guaranteed unless the Optional Premium Guaranteed Service (P.G.S.) is purchased. Standard Service (S.S.) period is up to a maximum of 30-business workdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pick up). The date above indicated as "1st available for delivery" is the first date of the delivery window and not the promised delivery date. Estimated Delivery period is UP TO 30-business days from the date indicated as the first available for delivery.
*This section was taken from your Carrier's paperwork and presented word by word exactly how it is presented in your Bill of Lading Contract.*
We informed some carriers that they have 30 or 35 business days. wants to know if someone can pick up her items, informed that she can have someone pick up the items but she would have to pay the remainder of her balance in order to do so.
Our Staff will be more than happy to accommodate you with the necessary information needed to reunite you with your belongings. However we are not obligated to reimburse you for this matter. Again the discounts or compensation will be handled directly by the carrier. You can also find these Terms and Conditions within the **** OF LADING that you signed with the carrier onsite during the pick up. More details will be relieved on your paperwork. Please contact **************** if you have any additional questions.
Thank you kindly for your patience in this matter.
*****************************;
Administratuve Support
Business Response
Date: 02/14/2023
Good Afternoon *********************************;
After looking into the details listed in the account, we will ot be able to accommodate your refund request for these reasons. AMF is your broker, the deposit you secured with us, has been recorded on the Bill ** Lading which you have received credit for off the total cost of the move. As the broker, we create the Estimate and the inventory list, prepare all the documentation needed for the movers to perform services onsite, we find a carrier that has a route already formed that their truck and crew can service on your behalf. AMF will not be refunding the deposit based on this information.
Further reviewing, the file indicates that on 1/30 the file was escalated to Mgmt. due to the BBB Complaint. After the initial answer ~ the ********************** has spoken with ******************** on several occasions. On 1/31 ~ we attempted to get an update from the Carrier (Dynasty) directly from their Dispatch ***** The latest update was the truck would be leaving Thursday. Client was good with that update. Then on 2/07 ~ Delivery update Dispatcher for the carrier said they were loading a few more shipments for this route before the truck leaving the warehouse. Then the client called back 30 minutes later stating that she feels someone is not being truthful about the updates. Our Staff simply reiterated the update we were provided by the Carriers office. Please remember that the carrier is the company who performed the service onsite and is in possession of the shipment. We can only take them at their word when requesting and receiving information from their office. The client requested Escalation to **********; Manager reviewed all information and spoke with Ms. **********/07/2023 12:19:33 pm I spoke with customer. She said that she`s getting worried because the carrier isn't answering their phone calls anymore. I told her to just call us. I explained our dispatcher has been on top of the motor carrier pretty much on a daily basis in regards to delivery updates. The customer said she feels like she's being lied to because last week it was supposed to be out for delivery. I explained that we are in the middle as the Broker so we don`t have access to deliver routes/drivers the information we receive is from the Motor Carrier and as far as we know it was supposed to be out for delivery last week and there must have been a delay. I explained that there is a tariff for the MC and as of today they are 18 days late and they are entitled to $15 every day they`re late off the delivery balance which is why motor carriers do their best to deliver in a timely fashion because they don`t want to lose $$. She said she`ll call us about 1x a week to see what`s going on.
UPDATES: 02/10/2023 12:08:51 pm
Dispatch ***** ~CARRIER ADVISED THAT VANESSAS ITEMS ARE BEING LOADED FOR DELIVERY TODAY AND SENT PICTURES. DUE TO THE ***** OF DELIVERY, HER BALANCE IS BEING ADJUSTED- AS PER CARRIERS MGMT. ~ TO $84.00 SHE WILL BE DELIVERED BETWEEN 2/12-2/15.
02/10/2023 12:32:56 pmThe ********************* advised the client of new developments and she said thank you!
02/14/2023 09:12:01 am The ********************* said the customer called in to thank me for having patience with her and being so understanding about her frustrations.
02/14/2023 11:51:26 am ******************** Mgr. said that our ********************** assisted customer on 2/11. the customer was only supposed to have an $84 delivery balance. the driver never got the memo and it was handled on 2/11.

These are the latest developments on the customer file. The deposit will not be refunded because of the matters that have occurred with the carrier. As the broker, it states in the *** that we will act on the customers behalf to resolve any outstanding matters that *** arise. If the clients daughter is missing items or has damages, please contact our **************** Team and we can provide claims information and steps how to file for compensation based on the items you are either missing or experienced damaged. We will be more than happy to assist you.

Thank you for your patience in this matter.
Sincerely,

********************** - Compliance Supervisor
Customer Answer
Date: 02/16/2023

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,

*****************************
Initial Complaint
Date:01/19/2023
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.

Complaint: 18840138

I am rejecting this response because:
American moving in Freight committed fraud against my father and I.when I brought this to the attention of ***********************; American moving and freights beginning and end of the refund appeal process.
her response was thank you for your email I'm responding out of courtesy but as far as I know she was still our agent of record.
as far as I knew despite her response she was still our complaint agent of record and the agent I had been corresponding with until she stopped responding, after I filed this complaint,=
the secretary of State in ******* issued a cease and desist order provided on the 23rd of September filed on October 11th 2022 the day before we hired American moving and Freight effective October 12th 2022 the day we signed the estimate and provided the down payment.
That is why the response is the same they can't provide another just as they couldn't provide another mover because they weren't supposed to hire the first one.
Also to cover the fact that they have no proof of the overage and that the Mover walked away from the job because we wouldn't pay him triple the amount in cash without proof.
They have no new work order detailing the items that were overage with a description of the items and an estimate of their weight an acknowledgment that we even saw it,
no new measurements to prove that the items that were listed in the original estimate would have caused the increase in price and estimate on their own.
Most importantly no pictures of a packed truck and trailer with twice the amount waiting to be loaded.
if the van and trailer were only the vessel, then there should have been measurements weights and a new written estimate provided at least.
American moving in Freight hired a third party rep that could not complete the job with the vehicle he had and by himself.
they could not provide a more appropriate vessel and multiple Movers because they shouldn't have been working at all.
if the box is the wrong size to fit all the items you get a bigger box but they didn't have that option.
what they were told was that we had tried other companies because of the clearance on the vehicle
which is why we questioned the normal van and trailer.
we were moving a full size homemade grandfather clock that we did not want laid on its side.that is listed as one of the items included in the original estimate
if you look at American moving and Freights response you'll see that she admits that when we spoke I was confused he wanted cash and three times the estimate I had a cashier ready for the $3,831.8 it's cut off on purpose or accidentally?
We had separate cashier's checks for each piece of the move and American moving and Freight didn't hesitate to cash the down payment even though the Mover didn't touch a single one of my father's items.
in the picture we provided you can see there weren't any boxes lined up behind the vehicle or anywhere near it when he pulled out.
he made up the estimate off the top of his head and American moving and Freight has no choice but to cover for him because they shouldn't have hired him in the first place.
his vessel has to be big enough he has to be strong enough to move $2,860 lb on his own because it's the only way they can keep the $1,238 down payment.
we had every reason to want this contract to succeed that's why we got as many companies involved as possible because the options are very limited in that part of *******
my father is a 92 year old veteran who suffers from heart failure kidney disease and a heart defect. at the time of his move he was awaiting cancer surgery to save his life and sight.
his records had already been transferred from ******* to *************. His house was in the process of being prepped for sale long distance and Medical appointments had already been made here on the East Coast two expedite the process.
we rented an RV because my father's heart was too weak to fly.
the RV itself already had a return date scheduled with the rental company at the time of rental .
All of which I can prove with correspondence and receipts if necessary.
My father is currently in a West Roxbury ** VA Hospital.
We've been told to say goodbye it's only a matter of time. I wanted to settle this for him
As of now I ***************************** will be handling the complaint.
I and a cosigner on the contract and as American moving and Freight and my father have already stipulated in his complaint and their response.
I was the one to make the arrangements I handled all phone calls correspondence and attempts to get a refund on his behalf.
I physically wrote the complaint he dictated and uploaded the proofs then and now.
I can provide the proofs and an accounting of everything in my father's stead.
if a refund is issued it will still go back to his payment method at the time.
I am with my father constantly but for a few hours to tend to the needs of the rest of our family.
I'm asking that all correspondence be email.
if I need to speak by phone I would prefer it be my home phone ************
if American moving and Freight has an issue you can look up the address **********************************************************************************************;
it is listed on the contract underneath our conjoined names ***************************/*********************** as the destination of my father's belongings in November 2022 as part of the delivery that never happened.
Sincerely,
*****************************

on-in-law who was trying to take pictures of the vehicle as proof.When **** called AMF customer service and explained what happened. The called the Mover he claimed it was ** adding items and we refused to pay extra that's why he left.The agent asked for the picture and **** provided it.She asked for time,when she came back she said his accreditation has been pulled. He lied about the van and she found out via his website.**** asked for refund and the agent asked for another chance. Claiming the move would be top priority. could she call her overnight if a mover became available?We answered every phone call waited for movers that never came through AMF, w e ended up hiring another company.We heard that the move had gone from top priority to a refusal of service on the road The van was big enough the movers showed up on time and are allowed to change the price on site. AMF has hundreds of complaints for the same thing.Has changed their name to continue pulling the same scams. In business a year under THIS name I want $1,238 back
Business Response
Date: 01/30/2023
RE: JOB #: AF4604211

Good Afternoon ***************************** & *********************** ;

Thank you for your feedback regarding American Moving & Freight. We apologize if our answers seem repetitive in nature but we must stick to the facts outlined within the Binding Moving Estimate that coincides within the Industry Protocols.
We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client, *********************** , requesting a quote and then booking relocation services with American Moving & Freight (AMF) on Wednesday 10/12/**22. *********************** signed a Binding Moving Estimate Agreement/Contract Wednesday, 10/12/**22 03:56:56 PM (ET) that reflects the estimated move date of Thursday 10/13/**22 - Friday 10/14/**22, a space reservation for 374 CF at the locked in rate of $5.05 per CF, going from ****************************************** to *****************************; which is approx. ***** miles. Client's Contract has an inventory list containing 11 items and 62 pieces total. The client secured a deposit with AMF for $1,238.00 through our online payment link. This *** Agreement has *********************** E-Signature displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract.
These Terms & Conditions outline the companys policies in a number of topics that are extremely important to be aware of. While the customer is completing the online Electronic Signature, there are bullet points disclosing subjects such as the Cancellation Policy, FMCSAs rights and responsibilities weblinks, how payments & refunds are processed, the delivery spread as well as AMF advising that we are a broker and not a motor carrier. The Signed copy of the Binding Moving Estimate is attached for your review. Paragraph # 7 advises customers of very important details when booking a reservation that has a pick up date less than 5 days from the Booking completion. It states: MY DEPOSIT/FEE IS NON-REFUNDABLE AFTER PLACING THE RESERVATION FOR SCHEDULING PURPOSES UNLESS CANCELED WITHIN THE PARAMETERS OF THE CANCELATION POLICY I AGREED TO. ALL REQUESTS TO CHANGE MY PICKUP DATE, OR PLACE THE MOVE ON HOLD, MUST BE MADE AT LEAST 5 BUSINESS DAYS (SATURDAY, SUNDAYS AND HOLIDAYS EXCEPTED) PRIOR TO THE FIRST PACK OR LOAD DATE (WHICHEVER APPLIES) LISTED ABOVE. IF OUTSIDE MY CANCELATION WINDOW I AM ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR A FUTURE INTERSTATE MOVE WHICH I MUST USE WITHIN A 12 MONTH PERIOD FROM THE DATE OF MY ORIGINAL RESERVATION.
Our records indicate that the customer completed the Booking process on Wednesday, 10/12/**22 03:56:56 PM (ET) with their E-Signature on the Agreement. The customers requested pick-up window is for Thursday 10/13 & Friday 10/14 of **22. This means the customer will be available to accept a mover within that timeline. No dates or times are guaranteed. These are only estimated windows. After booking; on 10/13/**22 01:17:44 pmThe Customer Support Staff spoke to the client who is trying to get a pick up ETA. Our Staff sent a request to the dispatcher but details were released as of yet. The ************** was still planning and formulating a route to accommodate their needs. Then the following day; 10/14/**22 03:**:06 pm Our Support Staff attempted to call the Customer for pickup ETA Times, We were advised that the carrier would arrive within the window of 12pm to 4pm today, and would provide the remaining balance. Our staff continued to attempt to call the client; 10/14/**22 04:11:36 pm tried but again there was no answer we left voicemail.
Approx. 30 minutes later, our staff received a call from parties onsite at the customers residence. 10/14/**22 04:44:36 pm The customer phoned in to advise that she was confused, and said the move is a scam. Client told the driver, no, she wasn't giving him cash when she had a cashier". When discussing the amount due, The ******* informed us that the client had more than the 62 items listed and said it was triple than what was quoted. (refusal of service). She has more Cubic Footage than the estimate, the customer even told the driver that they had two other companies come out before us and told her it would be more Cubic Footage. The driver said they have approx. ******* Cubic Feet total. To resolve the matter, we could offer to only take the 374 CF which is the space reservation listed on the paperwork. This would avoid any additional fees but the items that do not fit into the 374 CF of space will not be loaded for transit. The customer refused and then demanded a new carrier asap. The problem is that a new carrier will tell the customers the same thing, that their items will use more space then the allotted 374 CF and therefore the cost will increase if they decide to take everything. We then received photos from customers stating they were unhappy with the carrier vehicle. ************** will look into this matter. The Manager reviewed details within the account, and contacted the Carrier to ask questions. The Trailer onsite wou;d transport the shipment to the semi trailer for long haul transport. They were unable to get the semi trailer to the customer location. The trailer was a vessel to get the shipment to the larger vehicle. Mgmt. will not be able to reassign to another carrier due when this carrier will be perfectly capable to perform services.

10/15/**22 01:39:33 pm Our Staff spoke with the customer again. They are inquiring if we can get her to move to redispatch, advised as per notes we don't have a carrier in her area for foreseeable future job can't be redispatch, customer wanted to cancel & get refund, advised this is refusal of service. Client then wrote into AMF Mgmt. voicing their opinion regarding the deposit and demanding it be returned to them based on their perspective on the matter. However after review and consideration for all parties involved, Mgmt. replied: 01/12/**23 02:47:21 pm sent refusal of service email to customer via database but prefaced the email with the following:
Dear **** and *******, Thank you for your email. AF4604211 was booked on October 12th with a pick-up window of October 13th or 14th. The movers did arrive within the desired window of time on October 14th.
At booking an inventory list is given and American Moving and Freight generates an estimation of cubic feet based on the individual items not the square footage of the property. When the movers arrive and a walk through is performed by the *******, the cubic feet may change depending on if certain items are non-stackable, larger than the estimation or additional items. Your file is deemed a refusal of service, a truck and crew were at your location in ******* on October 14th.
After this email was sent, customer attempted to call into the Mgmt. to present their view again. 01/12/**23 03:26:57 pm **** called in. Said she received AMFs response. Asked if there was an appeals process. I explained due to the refusal of service we consider her file and the matter closed. She asked how she could get in touch with her booking agent. I explained he would not be able to reverse the ruling. She asked who she can talk to that can. I explained that she had done that by emailing support to which the matter is still deemed a refusal of service. She said that she doesn`t have to wait until next week she is going to file a BBB and an AG.
The customer sent in another email still presenting their side of the matter, all while ignoring the Terms & Conditions that are outlined within the Agreement. Section #7 states that if a customer cancels their move and the first available pick up date and the booking date are within 5 days of one another, the deposit is not refundable. Then Section #** states if a customer cancels while a carrier is onsite ready and able to perform services, the customer will forfeit the deposit. Multiple areas within the Agreement states why the customer does not qualify for a refund. However, because the customer is not happy with this answer, they have attempted to go on a smear campaign against AMF. We are simply abiding by the Terms & Conditions the customer agreed to during the booking process. After long and careful consideration, AMF Mgmt. Team has decided that the carrier was ready and able to perform services and cancellation is not based on the type of vehicle onsite, but merely the overage in volume (customer needed more space than previously estimated) and they were vocal about having 2 other companies come out and tell them the same thing This is the real reason for the cancellation. The Carrier had a crew onsite and a staging area ready to load onto the semi trailer for the ***** mile journey from ******* to Masschusttes. Therefore, it is this determination that the customer has *************** on the day of pickup with a carrier onsite. Per the *** Section #**, they are not eligible for refund and the matter has been deemed closed by MGMT. We have reviewed this matter for several months and the outcome is still the same. Since no additional action is required, this file is closed.
Thank you for your time in this matter.
Sincerely,

AMF Administrative Support Team
BonnieGallagher

Business Response
Date: 02/25/2023
As per the details recorded in the file, AMF is an interstate moving broker. As a broker, we make all accommodations on behalf of a clients requests and specifications for their relocation. AMF will not be the company who arrived onsite to perform the pick up or delivery. This information is explained in the Binding Moving Estimate Agreement signed at the time of booking the reservation. The process onsite is handled in a very simple way. The carrier will arrive at the address listed on the paperwork, ******* will complete a visual estimate (typically walking through the house or storage unit) looking at the items to be transported. Then if the items onsite are going to take up more space in the truck than what is listed on the Binding Moving Estimate (***). In this case, 374 CF is listed for the space reservation to hold the inventory list of 11 different items & 62 separate pieces. Depending on the shape, materials and/or condition of those items, it can determine whether the ******* will be able to pack & Stack the goods within the 374 CF or not. Some items are simply not stackable and therefore those items will be placed side-by-side. When that happens, more space is used. This would have exceeded the space reservation listed and the cost will increase based on the locked-in rate of $$5.95 per CF of volume. This rate will not change, It is clocked into the *** since booking. Heres some additional information on the matter.
We estimate how much space a client will need on the truck to safely transport their items. Not all items are going to be exactly the same. As a consumer, I am sure you are aware of the hundreds if not thousands of variations of each individual item that is available for purchase. All furniture, appliances and miscellaneous objects come in all shapes, sizes, textures and weights. These slight differences can make a big difference when a crew arrives to load your goods. AMF estimates all items given by the client to be documented on the **** list, based on the standardized dimensions (LxWxH) of each individual item listed. The database is calculated based on estimations. ** items are not stackable, meaning the crew can not safely stack items or boxes 3 - 4 - 5 -6 feet high into the truck and secure that stack without it tipping over while in transit, then the crew will take alternative precautions and place those items side-by-side. Hence, this will ultimately end up utilizing more space in the truck. But this is only for volume (space acquired) in the truck. There are other accessorial and additional services that a crew can charge a client. Packing services (not already outlined within the proposal). All standard blanket wrap and pad wrapping is free of charge. However, additional supplies such as bubble wrap, shrink wrap, boxes of all shapes and sizes from wardrobe to picture frame/tv boxes and ***** boxes are all materials that the crew will calculate what they use on your job and document them accordingly on the Bill of Lading.
As the ******* reviews the items to be loaded prior to the crew members actively packing the truck, the client will have to decide whether they wish to proceed forward with the relocation. The client has 3 options to choose from at this time.
1 - Clients can stay within the proposal of the space reservation (374 CF) and no additional services such as packing. The stairs have a fee that is chargeable and allowed by the carrier. However, we would have been able to compensate or discount that fee to get the client and the carrier to agree on services and have the client successfully loaded for transport. ** the client opts to only take the space reservation outlined on the *** prepared by AMF (374 CF) - what does not fit, will not be loaded for transport.
2 - Client agrees to the additional space and services and proceeds forward with the move. Client will sign all corresponding paperwork such as the Revised Onsite Estimate and the Bill of Lading Order of Services Contract.
3 - Cancel onsite or Refusal of Service onsite. ******* has exited the premises and the file is fully documented with the events that took place.
Per our *** Agreement and the Terms & Conditions that the client signed off on at the time of booking - Section #** stands as is:
**. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE DURING THE PICKUP WINDOW. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY AMERICAN MOVING & FREIGHT, IN WRITING TO **********************************
Very Important Sentence: *** I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE DURING THE PICKUP WINDOW. ***
The customer can choose what best option works for their particular matter. ** the chose to load only the space reservation and no other items, the price will stay the same as indicated in the ***. However, the other 2 options will vary. ** the customer wants all items to be loaded for transport, the space in the truck will be used by the customers belongings, and that space must be paid for. No items are transported free of charge. The ******* and crew members will be able to see what the over volume of the shipment once the items are loaded into the truck based on the measurements on the inside walls of the trucks storage compartment. ******** will not measure each individual item. They will take the entire load of goods, and advise what the final cubic footage used inside the truck. Then it is recorded on the **** OF LADING, which the customer will have to sign before the truck leaves the premises with the customers load. ** services are performed, charges stand. Last option, Cancellation Onsite the day of pick up. Per the customers Moving Policy, Section #** states are very clear that if a customer refuses service for any reason, the deposit is not refundable. AMF prepared the inventory based on the customers list of items, made all the accommodations for the carrier and the route assignment and provided **************** throughout the entire process. Amf has worked on this customers relocation from the day of the reservation being completed. It is the **************** to not proceed forward. That is absolutely their right to decide that. However, due to our Company Policy, which is signed and agreed upon with the customer, the deposit is not refundable and we stand firm on that decision.
Again, It is Managements decision that this file is not eligible for a refund due to the carrier arriving onsite to perform services and the client not proceeding forward with a cancellation onsite. We will not be able to accommodate this client's request due to Company Policy Terms & Conditions. Client's Signed *** Agreement is attached for review and records. Please review the attachments thoroughly for Terms & Conditions.
Thank you.
Initial Complaint
Date:12/18/2022
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.

Complaint: 18606741

I am rejecting this response because:
This is an outright lie. While it was disclosed to me that AMF is a broker, I was told that they also have their own trucks and I was assured that my shipment was not going to be brokered out, and that there was room on one of their trucks for all of my belongings. What is even more concerning is that I not only gave an exact itemized detailed list of my goods to be shipped, I gave specific dimensions of all the boxes and items that I was shipping and this list was confirmed. Mr ******* told me that my items would absolutely fit in the allotted space and not to worry. The agreement that I signed with them has this itemized list and the company contracted to move them informed me that there is no way the items you told them could ever have fit into the space they sold you. They really took you or a ride. The mover called his boss and also informed me that We are never going to deal with this guy again. The name of that company is Dynamic Dynasty Moving LLC **************.
This apparently is a scam that moving brokers such as AMF use where they quote the customer a price based on a cubic measurement that their items would never have a chance of fitting inside of, and then at the last minute, when you have no choice and have to move, they have a random mover tell you the price is much more than you were quoted. AMF are outright thieves and I have seen numerous complaints online of people who have had similar experiences with them.
Again, my itemized list was clearly defined and the salesperson Mr. ******* falsely assured me that he had sold me enough space when in fact he knew very well that this was not the case. This is an issue that this company and similar moving hustlers are notorious for, which I have now learned. Fortunately i was able to stop payment at my bank for services that were never provided to me. Furthermore the customer service they assured me I would receive was never provided to me. No one reached out to me before or after the move as they were supposed to. The truck showed up in the middle of the night. And the experience was a total nightmare. This should 100% be investigated as there is definitely a pattern with this company engaging in fraudulent solicitation of services. The salesperson cold called me incessantly for days to promote his services and it turned out to be a total scam. I vehemently disagree with this outrageous lie that I my move was properly estimated and accounted for by their sales team. This company is a disgrace and I will make sure my voice is heard and they think twice about swindling and stealing from customers in the future.

Sincerely,

***************************
at my apartment at 11:30pm. They looked at my belongings and told me that it would cost about $4500 to move my things. I tried calling the company that night and again the next day and could not get any answers. I called the sales rep ************** who did not return my calls. I of course did not move ahead with the move.This was a complete scam and I was forced to find and hire a reputable mover on short notice. This company AMF blatantly lied, swindled, and attempted to cheat me. This was extremely aggravating for me and my family and I am just thankful that i did not allow them to cheat me and decided to go with another mover, The ** company that showed up even remarked that there is no way the item list I explicitly described to Mr. ******* could ever have come even close to fitting in the space that they BROKERED out. I have been contacted by a credit collection agency to pay them the ****** of $923 which I cancelled from my bank once I learned that this company was a complete fraud.
Business Response
Date: 12/19/2022
Good Afternoon *******************************;

Thank you for your feedback regarding American Moving & Freight. We apologize if you feel that you were not provided accurate information however we must point out that all the details that you are bringing up in your grievance are all posted in writing within the Binding Moving Estimate that coincides within the Industry Protocols.
We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client, ***************************, requesting a quote and then booking relocation services with American Moving & Freight (AMF) on Sunday 8/07/**22. *************************** signed a Binding Moving Estimate Agreement/Contract Sunday, 08/07/**22 02:04:58 PM (ET) that reflects the estimated move date of Friday 8/19/**22 - Monday 8/22/**22, a space reservation for 354 CF at the locked in rate of $4.25 per CF, going from ******************************** to ******************************************; which is approx. ***** miles. Client's Contract has an inventory list containing 14 items and 89 pieces total. The client secured a deposit with AMF for $923.00 via check through our processor. This *** Agreement has ***************************; E-Signature displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract.
We must state as rebuttal; AMF absolutely advises clients that we are a moving broker. It is posted in multiple areas within the ***. First, you can find this under Terms & Conditions Section #4 and #5 - states: 4. THE CUSTOMER HAS HIRED ********************************************* & ********************** AS A ********************** COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER, IN ACTING AS A SHIPPER AGENT ONLY, AMERICAN MOVING & FREIGHT IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS Then in the next Paragraph Section #5 - 5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, AMERICAN MOVING & FREIGHT IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY ***** AUTHORIZED MOTOR CARRIER, WHOSE CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF.
Then there is another area where American Moving & Freight clearly says the following in the Electronic Signature Portion of the Document:
Electronic Signature:
By Signing this Document You are:
1) Accepting the Terms and Conditions outlined on your Binding Moving Estimate, including the 24 HOUR CANCELLATION POLICY.
2) Authorizing American Moving and Freight to debit your bank account via ACH or E-Check and acknowledge that refunds can take up to 14 business days. Should you elect to cancel, please call our customer service line at: ************* .
3) Acknowledging the receipt of these Hyperlinks: "Your Rights and Responsibilities When You Move", "The Ready to Move Brochure" and "www.protectyourmove.gov" which the ***** recommends all customers read. A
4) Acknowledging that American Moving and Freight, as an Interstate Moving Broker, is required to provide a list of all authorized ********************* Carriers it uses, including their ******** registration number(s) and MC license numbers. This list is available to all customers through the Hyperlink:
5) Acknowledging that delivery of your household goods may take Up To 21 Business Days. This time frame begins on your First Available Delivery Date, and not on your Pickup Date.
6) Acknowledging that if any ADDITIONAL pieces, packing-services, cubic-feet or labor-services are added at either the Origin or Destination, the customer shall be charged for these at the Motor Carriers governing Tariff Rates.

Document Emailed On: Sunday, 08/07/**22 02:03:42 PM (ET)
Document Signature Name: ***************************
Document Signature Email: *******************
Document Signature Date: Sunday, 08/07/**22 02:04:58 PM (ET)
Document Signature IP Address: 99.106.56.28
Internet Browser: Safari
You have to read and acknowledge all bullet points mentioned above while signing the document. AMF did not hide any details about being a Moving Broker. We disclosed it several times in your Agreement. To address the onsite matter, The carrier arrived at your location and provided a visual estimate that the items to be transported would need more space on the truck than originally estimated. AMF estimated you will need 354 CF of space. However, due to the amount that the carrier advised you onsite, the amount of space would increase to approx. ******* CF of volume. There are several reasons why the cost can increase. We are following Company Policy that is outlined in the *** Agreement. For situations like these, the carrier arrives onsite at a client's home and reviews what items need to be transported. This is called the Visual Revised Onsite Estimate given from the carrier's *******. If the client's items need more space than what AMF estimated (354 CF) then the carrier is allowed to charge the locked-in rate of $4.45 per CF of volume. This is an industry standard. No items will be transported free of charge.
The reason why there can be overages or an increase in volume is that all items on the client's inventory list are generated by the standardized dimensions of that particular item. As a Consumer, you know that there are hundreds if not thousands of different variations of each item.
FOR EXAMPLE: If the Booking Agent estimated that the client's queen *** is approx. 75 CF of volume. However, the client has a supreme foam topper of their mattress in which that Queen **** *** will take up more space than what was reserved. This goes for all items that have multiple variations for consumer purchase.
Also if Items are not stackable, the crew will not be able to stack items on top of each other due to safety regulations,if the crew can not place items 3 - 4 - 5 - 6 feet high in the truck, (without the items tipping over in transit) then the items will be placed side by side for safety measures. If a client decided to rent a UHAUL and move themselves, the client can stack and pack their goods any which way they please. No Regulations, No guidelines, no safety measures. But A Company MUST Follow these protocols due to the licensing and regulatory agencies that govern the industry. This can be a reason why the entire space to the ceiling of the truck was not utilized. The carrier will have to follow safety guidelines to prevent items from damages during transit.
To address the options, each client has 3 options to choose from at pickup. 1) take the reserved space allotment, 354 CF. What items do not fit within that space will not be transported. Your price will remain the same as originally indicated. 2) Agree to take the increased volume, sign for the increase in services and the corresponding cost affiliated with the new space reservation. 3) Turn the truck away and forfeit the deposit (Section #** of the ***).
However, in this matter, it seems as if *** opted to turn away the truck and dispute the payment to the bank in the amount of $923.00 paid via ACH. AMF will challenge the dispute due to the Companys Terms & Conditions. AMF prepared the Invt List, provided customer Service throughout the process, got a locked-in rate of $4.25 per CF, assigned a carrier that has a designated route and available truck to perform this move. Even though a customer feels no services were rendered, does not always mean that entirely. AMF spent time and effort making arrangements as the broker to provide this customer an ETA pick up with a carrier to perform services. And if you read over the *** Agreement you will find that AMF disclosed all important information to ************ to the pick up date even arriving. AMF has done nothing inappropriate according to the moving industry guidelines when preparing documentation for a carrier to perform service on behalf of a client request. At this moment, our records indicate that *** has disputed his deposit payment and therefore *** is not owed a refund since he had his bank retract the funds on his behalf. This matter has been escalated to **************** and **********. No additional Action is required from **************** At this time.
Thank you for your attention in this matter.
Customer Answer
Date: 01/05/2023

Complaint: 18606741

I am rejecting this response because:
Once again AMF is ignoring the complaint which is that they misrepresented the services provided and outright lied about the service that was going to be delivered. I was not dissatisfied with the service. To the contrary the service was never provided and nothing that was promised was ever reality. This is a completely fraudulent, predatory business and I would implore you to please revisit my previous response and review the points I made in that response as they have been completely ignored by AMF in this unsatisfactory response. I will now escalate these matters to the ******* BBB, small claims court, and other agencies and authorities of the state and federal government including the attorney generals office to investigate this illegal, and immoral behavior. To this day I still can not reach anyone from the company for a response. The terms of the esigned agreement were never fulfilled by the merchant and were misrepresented. I also implore the BBB to investigate the various other consumers who were swindled by this company and who have similar claims to the ones I have brought to the attention of this bureau. I will not be victimized by a criminal organization such as AMF.

Sincerely,

***************************
Business Response
Date: 01/02/2023
Good Afternoon ************** & BBB Representatives.
Again we must state and abide by the *** Agreement that each customer Electronically signs that they are agreeing to the Terms & Conditions of the companys policy. In the *** Agreement, it discloses in the Electronic Signature as well as Section #4 & # 5 in the Terms & Conditions, that AMF is not a motor carrier and we ARE an interstate moving broker. It is posted in the Terms & Conditions however, AMF makes sure that each client is aware of our company status by placing this information into the **Signature portion to avoid issues such as this. The **Signature is labeled with several numbered topics to advise the customer of important details. This is listed as such:
Electronic Signature: By Signing this Document You are:
1) Accepting the Terms and Conditions outlined on your Binding Moving Estimate, including the 24 HOUR CANCELLATION POLICY.
2) Authorizing American Moving and Freight to debit your bank account via ACH or **Check and acknowledge that refunds can take up to 14 business days. Should you elect to cancel, please call our customer service line at: ************* .
3) Acknowledging the receipt of these Hyperlinks: "Your Rights and Responsibilities When You Move", "The Ready to Move Brochure" and "www.protectyourmove.gov" which the ***** recommends all customers read. A
4) Acknowledging that American Moving and Freight, as an Interstate Moving Broker, is required to provide a list of all authorized ********************* Carriers it uses, including their ******** registration number(s) and MC license numbers. This list is available to all customers through the Hyperlink:
5) Acknowledging that delivery of your household goods may take Up To 21 Business Days. This time frame begins on your First Available Delivery Date, and not on your Pickup Date.
6) Acknowledging that if any ADDITIONAL pieces, packing-services, cubic-feet or labor-services are added at either the Origin or Destination, the customer shall be charged for these at the Motor Carriers governing Tariff Rates.

Document Emailed On: Sunday, 08/07/2022 02:03:42 PM (ET)
Document Signature Name: ***************************
Document Signature Email: *******************
Document Signature Date: Sunday, 08/07/2022 02:04:58 PM (ET)
Document Signature IP Address: 99.106.56.28
Internet Browser: Safari
As you can see, #4 lists that AMF is a broker not a motor carrier. It is the custom responsibility to read and review the agreement to which they are signing to avoid any discrepancies.
We have provided proof of the **Signature on the day of booking this reservation. And as of 08/30/2022 11:35:09 am **********. has entered notes into your file when we were notified from the bank on the deposit. **************** of our Staff received confirmation from our financial institution that Job Stahls Deposit check was returned labeled as: CHECK BOUNCED (NSF) in the amount of ($923) with the coding that displays that the customer initiated the dispute. ************** has received his deposit back since the bank retracted the funds on his behalf and NO REFUND is owed to this customer at this time. ********************************************* & ********************** is still uploading the *** Agreement and his file has been escalated to the next level of collections. The *** was a valid agreement for services to which the customer canceled services outside the designated window of time to be eligible for a refund. That is what the Agreement says:
20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE DURING THE PICKUP WINDOW. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY AMERICAN MOVING & FREIGHT, IN WRITING TO *************************************************.

This was his cancellation request after we have already sent a truck to his residence to perform services: 08/20/2022 11:21:58 am The customer called in for a refund, stating he wasn't happy with service as it wasn't what he expected. AMF called the Driver who stated that the customer had more items to be moved than what the customer had given to AMF for the estimate. The customer sent the driver away due to him being unhappy with service. This does not entitle a customer to a refund. However, ************** took it upon himself to dispute the payment to his bank and the bank has already retracted the funds. The ********************** has no further details available on this file and no support action is required. Mgmt. will submit to Collections if necessary to pursue further action if required.
Thank you kindly.

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Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

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