Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2024

  Type:Delivery 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.

  Original transaction date: 6/26/24 Revised date 7/2/24 Amount paid: $2,968.65 Committed: To provide moving household goods from ** to ** an estimated 6-21 business days from first available date for delivery. The estimated delivery period is up to 30 business days from date indicated as first available for delivery. All estimated time of arrivals are subject to change depending on many industries factors such as traffic, weather conditions, unforeseen mechanical problems, or unexpected services to be rendered with others schedule before you. Will keep customer informed verbally on the move date with a revised ETA depending on schedule.Dispute:Estimated time frame exceeded, still no scheduled delivery date, little to no communication, difficulty in getting a hold of representatives and no higher authority available to escalate issues.I gave 7/15/24 as the first available delivery date. Today, 8/27/24 makes it 31 business days. Was told 2 weeks ago that delivery will be between Saturday-Monday. No delivery made and no communication during this time of any delays or changes. I called at 2pm before end of day on Monday of said delivery day but no answer so a VM was left. No calls returned. The following week after numerous calls and assistance from my daughter, we found out that our items had not left **. Today was informed that there is no update until it's loaded into the delivery truck. Then later the manager, the only person we can ever speak to, says they are waiting for the delivery truck to have a route near our delivery address and state. I signed up for services with *** because the Sales Manager said they had a lot of moves to the ***** area. And how was it that they had an estimated delivery for Sat-Mon 2 weeks ago but the items are still in **? My daughter then wanted to speak to someone else but was told no one is available. She asked to speak to the owner but was told He does not usually get on the phone with customers at all actually.Please assist!

  Customer Answer

  Date: 08/30/2024

  Good afternoon. I have tried contacting the moving company *** but their numbers are not working at this time. I am not sure what that means but I am worried that I may never get my household goods. Please advise what steps to take next. Thank you. Contact number is ************. 

  Business Response

  Date: 09/06/2024

  Dear [Customers Name],
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the delays and communication issues you have experienced with your recent move. Your feedback is critical to us, and we appreciate the opportunity to address the situation.
  1. ***** in Delivery:
  We acknowledge that the estimated delivery timeframe has been exceeded. According to our records, the first available delivery date you provided was July 15, 2024, making today, August 27, 2024, 31 business days from that date. We understand that this delay is unacceptable, and we are taking immediate action to address it.
  2. Communication Issues:
  We regret the lack of communication and the difficulty you faced in reaching our representatives. This is not reflective of our standard practices, and we are reviewing our communication protocols to ensure better responsiveness in the future. We are also investigating why you were given an estimated delivery window of Saturday to Monday, and why this information was not updated or communicated effectively.
  3. Compensation for Delay:
  To address the inconvenience caused by this delay, we will provide a refund for all the days we are late. This will be calculated based on the number of business days beyond the 30-day maximum delivery period. We will be in touch with you directly to confirm the amount of the refund and ensure it is processed promptly.
  4. Escalation and Customer Service:
  We apologize for the difficulties you encountered in trying to escalate the issue. We are working on improving our escalation procedures and making higher-level support more accessible to our customers. We understand the importance of having a direct line of communication to resolve issues effectively.
  Next Steps:
  Immediate Action: We will provide a detailed update on the status of your delivery within the next 72 hours.
  Refund Processing: Our finance department will calculate the appropriate refund for the days delayed and ensure it is processed as quickly as possible.
  Customer Service Improvement: We are enhancing our customer service protocols to prevent similar issues in the future.
  We understand how frustrating this experience has been, and we are committed to resolving it to your satisfaction. Please contact us directly at *********** to discuss the refund and any other concerns you may have.
  Thank you for your patience and understanding as we work to address this matter.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22206947
  
  I am rejecting this response because:

  The number provided is "Not in Service at this time" as well as all the contact numbers I have on file for the Sales Manager, ***************** Supervisor and **************** Manager.  I did not receive an update within the 72 hrs which would have been this past Monday, and even gave it an extra 2 days in case the 72 hr window was business hours. I also sent a text message and an e-mail but to no avail. I would like to get information on where my household goods are located or point of contact in ********* 

  These are the numbers I have on file: *****************-715-7392, ************, ************.  All are "Not in service at this time".

  Sincerely,
  
  ****** San *******

  Business Response

  Date: 09/12/2024

  Sandy 

  Business Response

  Date: 09/12/2024

  Call this number this the company that pick up your move . ***********

  Business Response

  Date: 09/12/2024

  Call this number this the company that pick up your move . ***********

  Business Response

  Date: 09/12/2024

  Call this number this the company that pick up your move . ***********

• Initial Complaint

  Date:07/26/2024

  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.

  June 22, 2024 First talked to *************************** from American Qualified Solutions (AQS). They informed us that they will be able to move our household goods from ******** to ***** within 1 week. Paid a down of $500. They scheduled the earliest pick up date was July 10th and the window is through July 12th. July 3, 2024 spoked to ***************************** their moving consultant who verified the move and items for their quality assurance check. We added a few more items and requested/paid for extra protection materials for our mirrors/glass table tops. We paid $1209.49 + $135 worth of packing material. July 9-12 their dispatcher *******, informed me they will pick up our goods on the 10th, then had to reschedule for the 11th, then the 12th. The movers arrived late on July 12th at past 1pm. The dispatcher never sent updates, I had to constantly call her and ask. When the movers came we paid $4102.78. July 12, 2024 There were only 2 movers. It was a father and son. They didn't properly cover or protect any of our mirrors or glass table tops even though I paid them an extra $135 to buy packing materials. lt also shows the packing materials list on the receipt they sent me. They made a small dent going down the stairs moving our washer/dryer. This is when we discovered they will be taking our stuff to storage for who knows how long until a truck will drive down to ***** and they will reload our household goods. We were never informed that it will be put on storage and it will take longer then 2 weeks. I spoke to ******* informed her the earliest available date they can drop off is July *****th. Then she informed me it will take them about 2 weeks after the available drop off date to have it delivered. This was new to me and I didn't know it would take this long.July 22, 2024 I tried to call ***** but he never answered.I have also called the number on their website but the call dropped. Tried to call back but the mailbox was full. I can't reach anyone.

  Business Response

  Date: 08/01/2024

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration youve experienced with your recent move.
  From the details provided, its clear that we did not meet the high standards of service that we aim for and that you rightfully expect. We understand how important timely and secure delivery of your belongings is, and we deeply regret the issues you encountered:
  Delayed Pickup: We should have communicated any changes to the pickup schedule more clearly and promptly. We apologize for the inconvenience caused by the delays and the lack of timely updates.
  Improper Packing: It is unacceptable that the mirrors and glass table tops were not protected as requested. The extra payment for packing materials should have ensured their safe transport, and its clear that we fell short here.
  Damage and Storage Issues: We should have informed you about the need for storage and the extended delivery time beforehand. We regret that this was not communicated effectively and caused you additional frustration.
  Communication Difficulties: We are sorry for the trouble youve had in reaching us. We will investigate why your calls were not returned and ensure that our contact systems are improved.
  We would like to address these issues and work towards a satisfactory resolution. Please contact us directly at [Your Contact Information] or provide your preferred contact details, and we will prioritize resolving your concerns. We are committed to making this right and appreciate the opportunity to rectify the situation.
  Thank you for your patience and understanding.
  
  
  

  Customer Answer

  Date: 08/07/2024

   
  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,
  
  *************************