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:08/15/2024

  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.

  I contracted All-Ways Moving in May of 2023 for a local move. A year later, I contracted All-Ways Moving again as a returning customer to do a longer-distance move. At the start of my move, when the movers showed up at the drop-off destination, the head mover demanded that I sign the move documents (the declaration page) stating that I must sign them at that moment as the move constituted "complete" upon their arrival. I reluctantly signed the forms as the movers had not taken any of my belongings off of the truck and refused to do so. I was eager to continue my move. Upon the completion of the physical move, the head mover showed me several scratches that had been inflicted on my antique dining room table set. The head mover then went on to say that maybe it was the previous moving company. When I explained that All-Ways Moving had moved me before, he simply blamed another colleague whom he referred to as "the old guy." Via email Terry conveyed to me that that same head mover told Terry that they pointed out the scratch to my friend who met them at the storage unit in ** when they initially packed up my belongings. This was also confirmed as a lie by a third-party witness. On Tuesday, July 16, 2024, I called All-Ways Moving by phone and then I followed up via email with the manager, Terry M. Terry apologized for the damage and asked for photos, which I quickly supplied. Terry also asked me for the weight and measurements, which at the time I could not supply as my move had just occurred and I was not able to locate my tape measure. Ultimately, Terry offered a small concession but these are antique pieces of furniture that their employees destroyed. I now need to consider and contract someone to restore these items, if at all possible. Terry became unreasonable and rude after several correspondences. I am requesting that All-Ways Moving & Storage refund me for this entire move and/or pay for the total cost of restoring my furniture.

  Business Response

  Date: 08/30/2024

  Good Afternoon,

  While we are very sympathetic to the situation, we have followed all appropriate measures on our part to rectify the situation. Below is a reference to the timeline of our correspondence with the customer.

  Please find attached the original invoice dated 6/1/23 - we moved the customer's household items into a self-storage facility, located in **********, ***  (a non-climate controlled facility.)  No damage was reported at the time the move was completed.  The items stayed in storage for a year, without protection from cold, heat or humidity.  The padding to protect the items during this time were the customer's responsibility. We are also not aware of how these items were handled during this time.
  

  In April 2024. the customer contacted us again to move the items from the self- storage facility to ********, ***  (Attached is a copy of the Estimate, along with our Explanation of Rates - outlining our insurance information and moving rates.  These were emailed to the customer.) 
  

  In July 2024, we completed the 2nd move.  (Invoice attached, dated 7/15/24.)  When our crew arrived, they found the top of the table damaged and various nicks in the finish of the other furniture. The customer wasn't present at the load and the individual who opened the storage for us waited in the car.  Our crew padded and transported the items to the customer in ********, ***  The foreman pointed out the damages upon bringing them into the home and explained they were there when they arrive at the storage facility early that day.   With the exception of the Bill of Lading, which is our legal document giving permission to complete the move, all other documents were sent to the customer via email prior to her move day. 
  

  The day following the move, the customer reported that she had some damage to items and sent pictures.  We responded to her providing information regarding our coverage, which she was unhappy with.  (Additional attachment of all email correspondence from the original estimate to the response to the damage is included.)

  In conclusion, we offered to send a check for the amount of the insurance coverage and asked where the check should be sent to and the customer declined.

  Sincerely,
  

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

  Customer Answer

  Date: 09/03/2024

  Complaint: ********
  
  I am rejecting this response because: the business offered no reasonable resolution. All-Ways Moving has changed their story once again. At first All-Ways Moving stated that they notified my representative at the storage unit of the damage, however, in their most recent message they are stating that this never happened due to my representative staying in the car. I have provided an estimate of the cost to address the damage that All-Ways Moving caused to my property per the BBBs inquiry and I am requesting that All-Ways Moving pay to have my property refurbished. All-Ways Moving is wholly responsible for this damage as this is a series of scratches resulting from human error, not climate or pathogen (as the photos reflect). 
  
  Sincerely,
  
  ********************

  Business Response

  Date: 09/03/2024

  Please find attached the Bill of Lading for the move.  Please note the Declaration of Value section, where the customer selected coverage of $ .60 per lb., per item.  This area was outlined in our Estimate and Explanation of Rates, both that were sent months before the move.  I also offered to send her a check based on the weight of those items, and asked the address that she wanted it sent to, which was declined.  That offer is outlined in the emails that were submitted in my last response.  The check is still available to be sent - I just need to know what address she wants it mailed to.  We are trying to be more than reasonable, since we did not cause the damage to those items.

  Customer Answer

  Date: 09/04/2024

  Complaint: ********
  
  I am rejecting this response because:
  As stated in my previous correspondence the foreman told me that I needed to sign the paperwork once the move was complete. He indicated that a complete move was determined by arrival. That being the case I signed this form under duress (to be clear the form was pre-filled and only a space for me to sign was available) as my belongings would not be unloaded off of the truck until I signed this document! This was prior to having any knowledge of the scratched items. As stated previously, the only acceptable resolution is for All-Ways to pay to have these items refinished. Thats the right and reasonable thing to do. 
  

   
  
  Sincerely,
  
  ********************

  Business Response

  Date: 09/04/2024

  As previously stated, all the information regarding coverage was emailed to you months before the move.  The decision on the type of coverage has to be in place 96 hours before the move.  It had nothing to do with signing the day of the move.  Please advise on where the check should be mailed to.

  Customer Answer

  Date: 09/09/2024

  Complaint: ********
  
  I am rejecting this response because:  I am not satisfied with All-Ways Moving's response. They have damaged my property and have not done nearly a satisfactory job in resolving the issue. I regret using All-Ways Moving and would hope that their ratings be reflected by the BBB. The company lacks integrity and they are on record for providing misinformation multiple times. I hope that no other customer has to deal with this company and that they are impacted by their decision to cause harm to one of their repeated customers. I am utterly disgusted by All-Ways Moving's handling of this situation. Shame. 

  My mailing address is ********************************** 

  
  
  Sincerely,
  
  ********************

  Business Response

  Date: 09/09/2024

  While we are very sympathetic to the customer's feelings, we do not believe we caused this damage.  The damage to the items were found upon arriving at the storage unit and while we did move the items there a year prior, no damage was reported at that time.  We can not be held responsible for items that were stored in a self-storage facility for a year in between us putting them there.  As a good faith effort, we are honoring the insurance value that we are responsible for, which is more than required with no proof that we caused this damage.  Our foreman immediately showed the marks upon arriving to the unload home.  Unfortunately, you were not present at the load to be shown at that time.  We are mailing the check as promised and again we are very sorry for how this whole situation evolved. 

• Initial Complaint

  Date:08/24/2022

  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.

  We contracted with All-Ways Moving and Storage on or about July of 2020 to move and store the contents of our home while our new home was being constructed. When our home was finished, we contacted All-Ways Moving and Storage to schedule delivery. On May 17, 2022 delivery of our furniture and other contents being stored was attempted. We were advised by the delivery employees, prior to opening the truck, that much of our furniture was damaged while being stored. They advised me that the owners of the company were notified, and yet, we were not contacted prior to delivery. As they removed the furniture from the truck, we noticed how badly our furniture was damaged. There were nicks, scratches, mold, water damage and breakage, etc. At this point we insisted that the owner of the company come to our home to witness the extent of the damage. Several pieces and boxes were put into our house prior to his arrival. The movers noticed the extent of the mold on the mattresses and other furniture and advised us not to put them into our home, for fear of our health. However, many boxes and bigger pieces of furniture were already brought into the home. The owner said to leave those pieces in the home and he stopped further deliveries. Our brand new home had to be mold remediated, at our expense. Since that time, we have had no response from their insurance company, other than indicating that its under investigation. Although the owners of the company said that they would take care of the situation, they certainly have not. Our furniture has not been refinished, nor have we been reimbursed for the new mattresses we had to purchase. Most of the furniture remains in their storage unit. We have pictures showing that it was not temperature controlled, which we were assured it was. We desperately need the assistance of the BBB.

  Business Response

  Date: 08/27/2022

  While we are very sympathic and apologetic to this customer, we have assisted in every way possible.  The customer signed all contracts, waived insurance, packed their own items, and stored in non-climated controlled, standard storage. 

  Additionally, we have spent 3-times our legal liability to help clean, deliver and work with the customer on getting this situation rectified. 

  We have continously asked this customer to reach out to their own insurance, as selected in their storage contracts.  (Signed documents can be provided upon request.)

  Some of their items are still at our facility and we continue to try and work with them...

  Sincerely,

  ***** & ***,

  Owners of All-Ways