Complaints

This profile includes complaints for American Twin Mover, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Twin Mover, Inc. has 5 locations, listed below.

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  American Twin Mover, Inc.

  Silver Spring, MD 20902-3246

  
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  American Twin Mover, Inc.

  16701 Melford Blvd Ste 400 Bowie, MD 20715-4411

  
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  American Twin Mover, Inc.

  9711 Washingtonian Blvd Gaithersburg, MD 20878-7365

  
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  American Twin Mover, Inc.

  199 E Montgomery Ave Ste 100 Rockville, MD 20850-2361

  
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  American Twin Mover, Inc.

  325 Sentry Pkwy Bldg 5 Ste 200 Blue Bell, PA 19422-2358

  

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:10/13/2022

  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.

  On September 5, 2022 American Twin Movers came to my house to for a full service pack and move job. We moved from Pennsylvania to Florida. We committed to a full pack and move flat rate with two trucks of $20,000. We were told in writing through email that the exact items didn't matter ands were doing a flat two truck rate. Upon completion of packing/loading I was told that the rate would be $2,000 more because of the quantity of items moved and I had to pay it. I also agreed to a $2,000 tip. When I asked when my items would arrive I was told my items were leaving Pennsylvania, going to their moving center in Maryland and would then be transferred to one 18 wheeler. I was never made aware of our items going to Maryland or being moved to a different truck. Because of this change of plans, my items arrived to Florida two days later than our contract promised and four days later than they verbally told me which caused my family to incur hotel expenses for those days waiting. That was unfortunate however that was not the end of our problems. After unpacking, we noticed a few boxes were missing that contained expensive kitchen products like a $850 espresso maker and the things that were near it but even worse it was evident actual theft had occurred of high end electronic items from various places in the house. We watched our cameras and saw one of the movers leave our house with a full backpack he didn't enter with and even get into the back of the truck, watch his back, and add things to his backpack from a box in the truck. When we sent the video to ATM employee Isaac, he agreed his employee stole and would talk to him but later called back and said he didn't think theft happened and he was only getting tape which is very evidently not the case. We have since been ghosted by the company and they will not even answer or return calls. On top of the missing and stollen items, an additional $3,000 worth of items were broken or damaged.

  

  Business Response

  Date: 10/21/2022

  We are working with the client to resolve any issues in regards to her moving service with us. We do need to file and open a claim with our claims department. If our claims department will not reach any resolution with the client, we will step in to assist. 

  Customer Answer

  Date: 11/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: On the day of move in, I was told I had to waive full coverage while signing paperwork and full coverage was not an option. Because of that I will receive a very small fraction of what was not only lost but STOLLEN from me. Insurance will also not touch the additional $2,000 I was forced to pay without cause, the hotel I had to stay in because my things did not arrive on time, nor the $2,000 tip I gave the employees only for them to steal my belongings. 
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 11/28/2022

  Hi, We are not aware of any stolen items. The customer need to contact our claim department in order to resolve any issues in regards to her move. If she do not wish to resolve it through our claim department we can offer $750.00 for any inconvenience that have been caused to her during this transaction. 

  Customer Answer

  Date: 12/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  American Twin Movers is highly aware of stollen items. *******, **** and ***** have all been informed of this. ***** specifically was sent the videos and was in communication with us that theft did occur. He later changed his story and stated the employee was putting moving supplies in his backpack not our items which is clearly not the case and wouldn't even make sense considering the move was completely finished at the time. He was supposed to be in contact with us after his "holiday" but never got back to us and has been avoiding all of our calls. The claims department as well as $750 does not begin to cover the $2,000 overcharge on the day of move despite it being a whole house one price move, the $2,000 tip we gave the employees just to have them steal our items, the actual stollen items as well as the items that were "lost" and damaged. 
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 01/03/2023

  We have tried everything at our end to resolve this claim.