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:03/07/2024

  Type:Order 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 December 26th, 2023 I had booked a move with Authority Moving Experts to coordinate a move from *******, ** to *********, **.When speaking with my representative who worked with me he made it very clear that I could receive my deposit back and cancel at any time prior to the signing of the bill of lading. Dispatch confirmed this.I was nervous about them being a carrier and they attempted to build comfort and were very responsive. I told them I was checking local carriers in ******* area to get a greater sense of options here. I decided to book with a local carrier and upon doing so gave notice to Authority Moving Experts on January 10. At that point I had only signed my estimate with them and had engaged in no other steps as my move was not until Feb 19th.Throughout my experience prior to canceling with AME they were responsive and provided great information. Once I canceled the representative whom worked with me became frustrated and was short tempered with me and was quite unprofessional in his response. When speaking with dispatch I believe they mistook that I had already signed a bill of lading, but I clarified that I did not. I was told on January 12 that someone was going to get back to me regarding my deposit return. *** heard nothing since then outside of a very brief call where I heard the person who worked with me saying, He told me hed write me a review, he should be writing a cheque. I tried responding but the phone was quickly hung up on their end. I understood the representative was frustrated but I was given the authority to be able to cancel prior to signing my bill of lading and be able to receive my deposit back. I am only seeking to receive what is rightfully mine to be returned. I have made numerous phone calls and sent multiple emails during the time span since my last interaction on January 12th, 2024. Prior to canceling services my experience with AME was a positive one, but post cancelation has been difficult to navigate.

• Initial Complaint

  Date:03/05/2024

  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.

  I've received the refund that they're supposed to send in June 2023. I sent me a memo credit but I never actually received it. I have called, texted, emailed, left voice mails multiple times but nobody has done anything. At this stage, I can't even call them. Please see attachment for their fake memo and my credit card statement

• Initial Complaint

  Date:11/11/2023

  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.

  This company gave me a moving quote for $7600, plus an additional $1600 to transport my vehicle to another state. Moving day came and they then told me my cost would actually be over $14k! AFTER my things were on the truck! They did not pick up the car as arranged by their employee (***) and I had to scramble to find a place to store my vehicle. This is all backed up by text messages and emails. It has now been five months and I do not have my things, nor do I know where they are. This company has stolen my money and everything I own!

  Business Response

  Date: 11/27/2023

  This complaint is about the services of the carrier, and not the services we provide as a brokerage service. We are asking for this complaint to be remove and directed to the responsible parties listed with the complaint as Authority Moving Experts does not physically handle any items. As stated as a broker services are only to provide a customer an estimated cost to help prepare the shipper (customer) with their shipment of household goods. Along with coordinating an authorized carrier to preform the shipping services. This complaint is not in refection to our interactions with this person. We kindly ask for this to be removed.

• Initial Complaint

  Date:08/29/2023

  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.

  This is the initial complaint sent to the company. Since then I have been harassed by the mover with no reimbursement or help from the company.Thank you for reviewing the paperwork for my move (reference number D5268966). On the initial estimate, I included large items such as a full-sized couch, dining table, and dresser that were not included in the final move. I cannot see a world where eliminating those items didnt create enough space for the rest of my belongings to fit within the initial space estimated. I spoke with a representative on Saturday (July 29th) about my move and decided to increase the area in the truck to be safe, and I paid an extra deposit. I then spoke to a different representative on Tuesday (August 1st) to confirm the remaining balance on the account. I was told that the total remaining balance was $1328. On the day of the move, I was charged $1698 and told I owed an additional $772 upon arrival after my belongings were put on the truck. This price jump is obscene. Any other moving duties that the movers did were done without my knowledge of any extra cost. I packed everything before the move. I had boxes, tape, and myself available to repack anything not considered ready to move. This surprise upcharge was way out of my intended budget. Partnered with the inability to track my belongings as they moved across the country, your company has taken advantage of me.In many conversations with representatives, I clarified that the delivery date needed to be August 7th, as documented in my moving paperwork attached to this email. However, my items were delivered on August 5th without an option to rectify the delivery date. I was forced to rent a storage unit ($200) and a van($128.28) to move my items from storage to my apartment. In addition, you charged me to move other people's items, for which I had to figure out what to do with them.

  Business Response

  Date: 09/14/2023

  This complaint is about the services of the carrier, and not the services we provide. We are asking for this complaint to be removed.  As stated a brokerage service is only to provide a customer an estimated cost to help prepare the shipper (customer) with their shipment of household goods. Along with coordinating an authorized carrier to perform the shipping services. This complaint is not in reflection of the services we provide to the customer. We are kindly asking for this complaint to be removed.

• Initial Complaint

  Date:04/22/2023

  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.

  I hired authority moving experts for my move from ********* ** to ***. On our first call we discussed details of the move including the estimated sq footage I would need (285), day for pick up, April 6th, estimated drop off date (***** days), everything included in my move, I gave a detailed packing list with all the items they were picking up, and price ($1779)Once everything was in the truck the movers came back upstairs and we started filling out some paper work. while nothing from my packing list changed the items took up 600 square feet not the 285 that the estimate was for. They told me that this would be **** dollars incremental to the original price. But he was going to give me a discount down to 300 sq feet so that we would stay close to our estimated price. He the says that there is a suggested tip amount of *****% of the move and that my move price to **** dollars so the tip amount would be around 650 dollars plus other fees of 300. He wrote this tip amount into the contract and I asked if we could not do that, and his response was oh if you want to do everything by the book I understand , Ill knock off the managers discount and Ill get rid of the tip. And the Incremental amount with his tip was less than the amount if he did not discount so I went with cheaper option of the Tip I called the parent company and let them know of this situation and they say that this is unacceptable behavior. 15 days later they tell me they will be arriving between 10 and 1pm on April 22nd. I wake up at 8:30am to 16 missed called from the movers. They arrived early and threatened a **** fee to re-sch.They did not have my mattress, my desk, they broke: 2 lamps, a file cabinet, plates, barstools a container that was holding misc items. They lost the screws to my bed frame and didnt put it together which was a service I paid for. Then left when I went into a different room to get the original contract to show them what they were missing/ what the contract states.

  Business Response

  Date: 04/26/2023

  Hello and thank you for expressing the moving experience you had with your assigned motor carrier. We take pride in the services we provide and take all issues very seriously. We want to apologize for the unprofessional behavior of the crew at the time of your pickup. While it seems they attempted to accommodate the additional space with a discount, it is disheartening to see they had requested the tip amount to be based upon the total cost of the move prior to any discounts. As per your missing items: We have been in contact with you in regards to this matter and this is a top priority of ours to stay on top of both the warehousing team and dispatch office of your assigned motor carrier to locate these items as soon as possible. To address the unprofessionalism of the delivery driver and the several call attempts prior to the agreed upon time of arrival, it is with our utmost sincerity that this is unacceptable and will be addressed with the driver directly. We would like to remind you that we are here to advocate for you in any issues you may experience with your motor carrier and we are working diligently to rectify the issues you have experienced in order to come to a resolution you see fit. We will be in contact with the customer today to discuss a settlement option on our part and will continue to pursue the motor carrier to locate the two missing items as well as the claims process for any damages. Again, thank you for expressing your concerns as this allows us to advocate on your behalf to ensure your motor carrier properly addresses the issues encountered with your move.

  Customer Answer

  Date: 04/26/2023

  
  Complaint: 19970654
  
  I am rejecting this response because: I am hoping we can home to a real resolution your statement did not include a $ amount or have any plan on a resolution. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/08/2023

  We have spoken to this customer several times since the last dispute. Authority Moving Experts assisted the customer in locating the missing items in their shipment. Customer has spoken with the motor carrier's warehouse manager several times and the items have been located. Delivery has been coordinated for these items.  A refund settlement amount has been relayed to the customer. Customer has denied the refund settlement request and will only accept the compensation until the missing items are delivered. 

  Customer Answer

  Date: 05/08/2023

  
  Complaint: 19970654
  
  I have chosen the reject button on the website, but I am not rejecting an offer, just pausing this conversation until the Lost items have been returned to me. Once the items have been returned to me I would like to continue this conversation.  
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 05/16/2023

  Hello - I am on the phone with ***** at the moment and am looking to resolve my case 

  
  

  Can you please **** my case associated with the case number above as resolved. 

  
  

  Matt 

  
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/23/2022

  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.

  Paid $3500.00 to move my mothers belongings from ************ ** to ********* **. They picked up my items and got paid and are no where to be found. Three phones calls and emails have gone totally ignored with no response. I just want my items delivered as contracted a some communication would definitely go a long way so long that it is more than useless lip service and give me a status and ETA of my mothers belongings.

  Business Response

  Date: 10/24/2022

  Hello and thank you for providing feedback on this matter. Our records show you have been in contact with our dispatch department in reference to your delivery. The first available delivery date was noted as 10/18/2022. You were informed delivery can take place within 14 business days from this date per the information received from your motor carrier. We will be in contact with you once we receive the date of arrival eta within the 14 business day time period from your first available delivery date. We sincerely apologize if you feel you haven't been communicated with enough and we will be taking the proper steps to ensure you are updated efficiently.

  Customer Answer

  Date: 11/04/2022

  
  Complaint: 18302651
  
  I am rejecting this response because:This was the first communication I have received since I placed the complaint. It's a somewhat difficult to create a response to a non existing proposal??????
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 11/07/2022

  We are requesting this complaint to be resolved. The customer has been in direct contact with our customer service and has been provided updates accordingly. On 10/21/2022 the customer contacted customer service requesting an estimated time of arrival (***) for delivery. He was told we would request this update from their motor carrier and that he would be updated as soon as we received this information from them. We received a second phone call on 10/24 requesting the *** once again, but at this time we did not receive a full update from the motor carrier with an exact delivery time frame the customer was looking for. On that same call, the customer was told that they indicated their FADD (first available delivery date) was listed as 10/18 and delivery could take up to 14 business days from this date. The customer since has been provided with the most recent up to date delivery ***. Please resolve this complaint.

  Customer Answer

  Date: 11/07/2022

  
  Complaint: 18302651
  
  I am rejecting this response because:
  The inquiries were NEVER responded to but only left with a I will call you back response. It was not until I demanded to speak to a manager on a 4rth call that I was entertained by the parameters of their delivery schedules. The following day after  I complained that I was contacted with a anticipated delivery date. When the movers arrived they had my *************************************************************************** The cargo bay was 5 ft above ground level with NO elevator OR ramp. What simpleton would load such a heavy item with means to unload it??? Luckily I had a set of 16 foot auto ramps tucked under a pile of lu

   lumber lumber In my garage. I had to move the lumber so I could use MY ramps to unload MY tractor!! What am I paying these people for?? When done then the mover has the nerve to ASK for a tip. I'm sorry when I'm paying for a service and doing the work besides guess what your NOT getting a tip. Horrible experience no way no how can I recommend this company or retract my complaint. ***************************;
  
  
  Regards,
  
  *****************************