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:08/22/2024

  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.

  Good Day I'm 63yr Old Retired Senior requesting Damages acknowledgement on my New Furniture. REPAIR OR PAYMENT from your insurance.I sent this email too DSS in April DSS referred this case to your Moving Company.Your Movers DAMAGED my furniture. When notice ****** stand damages I WAS gonna let go. Until I saw my kitchen table base cracked in April spring cleaning I'm requesting Damages Repair or Payment.Please give me proper people to REPORT this INCIDENT!!!DSS CONTRACTED Movers that was paid 1600 dollars CRACKED N DAMAGED my NEW FURNITURE. At 1st I wasn't gonna mention until I saw my CRACKED Kitchen Table Base this morning April 2024.....Im doing spring cleaning and noticed a CRACK in my 900 set less than a year old Kitchen Table Base n SCRATCHES on chairs. ALL WAS WRAPPED JUST NOT HANDLED WITH CARE. Also a CRACK in my 300 less than year TV Stand. SLASHES UNDER MY SOFA.I visually saw the mover using a ***** SLASHING at my Living Room Sofa to get tape off to unwrap. And CUT my Sofa Lining in 2 places. Im looking at *** CONTRACTED MOVERS WHOM SLASH AND BANG AROUND MY THINGS. I had to experience it to believe it.......I will be REPORTING DSS CONTRACTED MOVING COMPANY that was chosen to Administration if not compensated REPAIR OR PAY.Instead of $800 Professionals whom care. Dss choose $1600 Unprofessionals LAZY UNETHICAL SMALL TRUCK and smelled of ALCOHOL. UNACCEPTABLE UNETHICAL!!!You DSS EMP or anyone else wouldn't want their things handled an treated this way PAID BY DSS OR MYSELF!!!Im a Senior on a low fixed income just bought my things. I cannot afford to Replace. Im feeling I was taken advantage of.THESE PICS ARE FOR **************** THERE IS ONE MORE SLASH UNDER MY SOFA TO BIG TO SEND. AS YOU SEE OTHER SOFA PIC HAS NO TEARS OR RIPS. MY THINGS ARE FARELY NEW l!!! *** paid for the move. Al's movers damaged my $600 Kitchen table base (cracked) at bottom my TV stand big chips on ******* response to email Regards!

  Business Response

  Date: 11/14/2024

  Being that **  ***** was not the actual client, as a 3rd party paid for this move, we are unwilling to offer any settlement.  She can kindly have the responsible paying party reach out for further correspondence. Regards, ******

  Customer Answer

  Date: 11/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   good Day
  
  This company was not my choice at all.   Department of *************** chose them which whom they have a contract.  I had a mover for $800 DSS chose to ignore.
   And this was mention in my prior complaint.  Al's Moving are contracted with ***************************** and they have several complaints.  I'm taking action.
  
  I did speak with Department of *************** and was told to contact Al's Moving Company per DAMAGING MY THINGS being that they are the Movers whom handled my furniture and was paid $1600.   I'm requesting REPAIR OR PAYMENT.
  
  Its deplorable their not being accountable for damaging of my things.
  
  BBB please if you can help me with this I will be forever greateful. This is so not fare these businesses taking advantage.  No ethics or integrity
  
  Kind Regards
  
  ****** ** *****

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/18/2024

  Please have your caseworker reach out to our office as they are the party that hired us

  thanks

• Initial Complaint

  Date:07/26/2024

  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.

  Date of Transactions April ******* Business---Al's Moving and Storage ****************Paid movers ****** cash as per their policy.Details ----on deliver of moved items, I found two items grossly damaged. I brought it to the attention of the moving man and he took picture of the items. I called the moving company dispatcher who I've been in contact with "***" and he said " pay the remaining balance in cash ($5000) and then you can put in a claim. I did as I was told and submitted the claim on 5/16/2024.I've called several times spoke with ******* ********** and finally today with the man who claimed he was the owner "Al". ( He didn't identify himself until I asked who I was speaking with)On conversation he was argumentative, grossly insulting and would not discuss my case,and hung up!!. I called back and again he hung up!!I would like resolution to be compensated ( total $398) for the damaged items.

  Business Response

  Date: 11/14/2024

  We have reached out to ******, and are willing to offer a $300 settlement to put this to rest.  Our obligations through the standard insurance that was administered with this move, (.60 cents per lb) totals out to a much lesser settlement.  ** ******** can reach out to our office to collect reimbursement.  Regards, ****** 

• Initial Complaint

  Date:08/29/2023

  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.

  Everything about this company is disgraceful! First and foremost, you have to deal with the rudest, unprofessional "scheduler", who happens to be the owner's wife, ******! Al's Moving came to my home in NY to move us to ******* on August 8, 2023. They promised a certain date (August 16, 2023) which didn't happen. We called the next day (we were NOT AT ALL nasty or upset, we just wanted to know where the truck was because we flew in specifically to meet up with the truck)The scheduler, ******, answered the phone and said, "What do you think, you're ordering a **************** Who says that? Then the son, ****, gets on the phone and accused me of being rude to his mother saying "How about we move your stuff back to NY, we don't need your money". I really thought I was being punked! Needless to say, the truck showed up two days late and 1/4 of my boxes were smashed in and wet! My beautiful leather chair had a tear and there were so many expensive, broken items. Some of my designer clothes were ruined! This company is a nightmare and the fact the owner boasts about having 40 trucks and has been in business for many years, means nothing. Who talks to their customers like that and who damages peoples precious items? I am appalled and so aggravated!

  Business Response

  Date: 08/29/2023

  This client states that we delivered two days late which is a complete lie.  She arrived to ******* on the 15th of August and we wanted to deliver the next day and she insisted that we come the following day because she did not want to be inconvenienced.  Therefore we adjusted our schedules accordingly in attempt to satisfy her request.  To address the matter of crushed boxes, she used recycled cardboard boxes that she packed, and just like any other moving company we cannot be responsible for items packed by a shipper without knowing previous conditions. The reason being, the items where most likely not properly packed for a long distance move which is common because its not done in a professional manner.  As per the only credible complaint, the damaged leather chair, we can provide the customer a claim form to accurately assess the damage through our insurance company however the client must email to request one through our email, ************************************** Our office will rather all correspondence be done through email as this client has tendency to send disrespectful and distasteful messages on our personal cellphones which have been ignored.  We are a business and will happily tend to civilized customers, this client unfortunately does not act in a matter that demonstrates such behavior. We will answer all of *** ******** emails only.  ***************** is more than welcome to reach out by telephone to discuss if need be

  Customer Answer

  Date: 08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I don't see a response from the moving company!
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/12/2023

  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 used the company to move into a new house last July and they damaged several pieces of fine china in the process. I filed the insurance claim for reimbursement and despite multiple emails and calls for updates there is still no response.

  Business Response

  Date: 07/13/2023

  Hi this issue has been resolved 

  Customer Answer

  Date: 07/13/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:05/24/2023

  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.

  Al's moved my family from Westchester to ******* in September 2022. Multiple items were missing (2 table lamps, an antique chair) and there was a significant amount of broken items (a lamp/glass table combo, 11 broken antique cookie jars, 2 large piggy banks, 16 broken picture frames, 4 broken china dinner plates, 5 broken ************ cups, 1 broken toaster oven). I left multiple messages for Al but he never called me back. The woman that answered the phone was regularly rude and unprofessional. I finally called and reached someone claiming to be **'s son. He was aggressive, rude, and completely unprofessional. I was promised a return call but it never came. I am stunned at how poorly I was treated and how many items they broke. One box of cookie jars - clearly marked "Fragile" - was crushed and every item in the box was broken beyond repair. The estimated cost of the missing and damaged items is over $4,000. I was willing to work with the company in the beginning but I am tired of being yelled at and treated as if I don't matter.

  Business Response

  Date: 05/25/2023

  In response to this claim,

  we removed items from a storage unit that was filled by another mover, therefore how can we assume liability for items we did not pack in boxes. These items could be in possession of the previous mover that moved him into the storage unit.  As far as damaged items, he was referred to our 3rd party moving insurance carrier through whom he opted not to purchased additional coverage.  Our standard policy of .60/cents per pound will cover bare minimum as he was advised.  Furthermore this coverage is overriding the overall fact that we loaded items from a storage unit that was packed and loaded by a previous mover thus preventing ** from seeing prior and preexisting conditions of items

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The missing items (2 lamps and an antique chair) were in the storage unit and I watched them get loaded into the truck. From there, the items disappear as they never arrived at my house.  I also watched as the boxes were unloaded from the storage area. All of the boxes marked "Fragile" were on the top of piles in the storage unit.  When the truck arrived at my new home, many of the fragile boxes were on the bottom of piles of boxes and thus were crushed. This is especially true for the boxes with the cookie jars and the china. When I complained to the men moving my items, they said that the truck was packed this way and it "is typical for Al's moving company to not look at the fragile boxes." I immediately called Al's and was told that the company would work with me, but that never happened.  In fact, the longer that this dragged on, the employees at Al's (including someone who claimed to be **'s son) became more hostile and condescending. It is unfair, inappropriate, and unprofessional for Al's to deny any and all responsibility. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/26/2023

  Unfortunately we once again will reiterate we can not be liable for items packed in boxes that we have no idea of preexisting conditions. As far as crushing, that should be a complaint for ********** as it is a common problem in our industry because of the fact that the boxes are made from recycled cardboard they do no withstand constant moving.  We are willing to release the lost items based upon our standard insurance which the client is entitled to (.60 cents per pound per article). This is not to assume liability this is solely to put this matter to rest. Please advise 

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There is no issue with the boxes as they were packed properly in the storage unit and no box was crushed. The boxes were only crushed upon being delivered to my house from Als Moving truck. The driver told ** that the boxes were crushed when he began driving the truck. And none of this addresses how rude and vulgar Als employees were on the phone when talking to me. Upon deeper review of Als online reviews, my experience is very similar to many others when using Als. It is simple - the boxes werent crushed until Als moved the boxes. No one wants this to go to court but Als cant simply ignore their role in this. A more reasonable offer than 60 cents a pound is appropriate as the broken cookie jars alone are worth over $1k and there is over $4k in damage. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:10/11/2022

  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 moved from ********* ** to ******, ** in July of 2022. We had several complaints:1. They lost one hand truck and they packed a lamp which was broken on delivery. We told them this on the day of the move and wrote it on the packing slip. They didnt respond to several emails and phone calls and when we stopped in to SEE them back in ** they were surprised and Al and our salesman who were right there didnt bother to look up or apologize. They reluctantly gave us a claim form. It is now over 6 weeks later and we have heard nothing. 2. They promised they had a system and we didnt need to count the boxes and they would count and write everything on the packing slip. Nothing was labeled or counted and only the furniture was on the packing slip. Not sure if we got all our stuff. How do you run a business like that? 3. They promised they would deliver within three days. I even asked if I should pack more clothes just in case. They said no. They delivered over 2 weeks later. They have been unresponsive to emails, phone calls and a formal claim of loss. Why would a company risk their reputation over a few dollars? No apology. No refund. Not even the drop off of a hand truck of which they have many, including ours.

  Business Response

  Date: 10/11/2022

  Hi *****,

  We gave you a claim form that we never received back completed. To add to that, we asked you to call to coordinate picking up a handtruck from our location, and you never reached back out. Finally, to further clarify the delivery window was in your contract slightly above your husbands signature. Please reach out to our office to schedule delivery of a handtruck and to receive a copy of your claim form to process the claim of the broken lamp. 

   

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  In  their response Als Moving and Storage claimed I never returned the  claim form. We filled it out in their office at their counter and gave it to Als wife or partner  in the presence of **, the salesman whos name *** have been **** and the receptionist ******. A photo is attached.  They told me on the day of the delivery and when I stopped into their ******************* that they would deliver a hand truck next time they were nearby.  

  They claim they lost or didnt receive emails and photos multiple times. When we stopped in the day they reluctantly gave us the claim form and showed them the emails on my phone they suddenly found them in their system. Still no apology, no response and they have ignored all attempts at communication.  

  Complaint 2: I saw in the contract they were allowed 21 days to deliver. I called and spoke to ****** before the pickup and she promised that they would be there within a few days. I asked if I should pack for the *************** case and she promised that she sends 2 trucks a week to ******* and it wouldnt take long.

  Please deliver the hand truck or contact me to resolve these issues.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/12/2022

  We have reached out to client and are sending her a handtruck on our next trip to *******

• Initial Complaint

  Date:09/12/2022

  Type:Product 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.

  The delivery was 5 days late despite having a confirmed date with the man in the office. This cost my family $1,000 in hotel fees that we should not have had to spend if our items were delivered on the date promised. Staff did not wear masks like suggested on their website. All of our furniture arrived scratched and dented. Boxes of fragile items which were triple bubble wrapped arrived shattered. Items were not put where they were supposed to be left. The staff back talked to us that they wouldnt move things either because they wanted to get to the bar.One staff member stunk of alcohol, kept dropping boxes, and was so drunk he walked into our slider door. The crew smoked and blew it towards our garage screaming at us that they were allowed to smoke on or around their truck.They forgot to assemble part of our bed.They forgot to assemble our dresser mirror.The furniture has bad knocks, scratches and marks on them which they did not have when they were packed.Company says they accept credit cards. Owner stood right in our kitchen and said they take credit cards. When we tried to pay with credit cards they told us no- that we had to get buy bank checks because it was long distance. We were never told that originally.The driver of the truck said he called the owner to tell them to refund our money because the delivery was so bad. Everything which was guaranteed excellent service was an absolute lie. From the no masks, to no credit cards, to damaged furniture, to shattered items, to drunk employees, to bad mouthing staff, to unassembled furniture, to wrong location of items, to the thousand dollar hotel fee- THE WORST SERVICE WE COULD HAVE IMAGINED.-THE OWNERS SON SAID HE WOULD MAIL US PAPERWORK TO FILL OUT AND SEND US MONEY BACK AND NEVER DID.THESE GUYS ARE A DISGUSTING DISGRACE AND SHOULD REFUND US THE $13,850 plus the $1,000 for our hotel stay required by their tardiness!!!!

  Business Response

  Date: 09/12/2022

  Hi,

  The client originally requested a longer window to be in storage and called and requested an expedited delivery. We did our best to accomodate  the sudden change with a one week lapse during peak season being the best I could offer.  Had the move been a direct move with no storage we could have delivered within 2-4 days. This issue was out of our hands and her frustration should be pointed towards the banks that delayed her closing  date.  In regards to damage, she has not produced any compensable and legitimate documentation supporting her claim on the so called damages. She had expressed her dissatisfaction with one of the helpers which has been addressed internally. Our employees where not "drunk"  as we are a reputable company with honorable employees and would not put our reputation at risk. We have offered twice to send movers to her ******* residence and move anything that was not properly placed and to assess any damage and client has denied, leading us to  believe there is no creditable damage. We believe client is only looking for money back solely because she feels she overpaid.     Regards, ***************************

   

  Customer Answer

  Date: 09/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The answers from Als Moving are not accurate. **** asked only once if he should send another team to the home, not twice. By that point we had already moved all of the items that needed to be adjusted so it was a moot point. The staff member was absolutely drunk on the job as he kept dropping boxes, putting things in the wrong area, blaming my husband for directions he never even gave him and then walked right into our sliding door. 
  ****, the bosses son, knew how bad this job was and how messed up the delivery was. The truck driver himself, I can produce his name and phone number, said he called **** himself to tell him what a terrible experience this was for my family. **** then told me that the driver was no longer working for the company because this was their last chance to get a proper delivery from this crew and they failed. Obviously, **** knew he was sending a terrible team with inadequate employees to help us. And now, refuses to make good on his poor choice. Regarding the bank delay, yes, this was true that our closing had been delayed. However, once we know of the closing date we had a confirmation From their office that our delivery would have been there on Monday but it didnt get there until Friday. This cost is $1,000 in hotel fees.  Not one person of their staff wore masks, even though their website said they do. They blew smoke right into our garage and the crew back talked to us continuously. They also left their used water bottles all over our lawn. As far as damages, happy to send over all of the pictures of our wrecked furniture. I am not disgruntled about paying money for a service. But, we did not get the service which was guaranteed. Sending a drunk person with a fumbling crew making one mistake after another is hardly a service anyone should stand by. Everyone should know   how bad their service really is. Refund requested, surely they would want to resolve their reputation and make good on this chaos. 
  the ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 09/24/2022

  Sorry ***** my answer does not change, we went over this many times, we have stated our side, and frankly are done with this.  Enjoy ******* best of luck 

  Customer Answer

  Date: 09/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The moving company refuses to make good on their negligence. The owners son had asked me for my address so he could send a check to me. I have his acknowledgment in writing. Each piece of furniture that was delivered was damaged. When I said I would send the pictures, I was told they felt it was time to close the case. The driver for their own company called them and said they should refund our money because the delivery was a disaster. They sent a man stinking of alcohol who was so drunk he tried to walk through our slider doors banging right into the glass. Our boxes were stacked and then collapsed because the crew was in a hurry to go drinking. The ******* was great but the ******* crew consisted of disrespectful drunk ls throwing our boxes, banging our furniture and shattering numerous items. 
  If this company could get negative ten stars I would give it to them. They supposedly pride themselves on their service which was just awful.
  The owner should refund us 20% for the damages to our furniture and reimburse us the $1,000 we had to lay out for the hotel due to the truck arriving 5 days late. These people are dishonest. The son asked for my address to send me the check and went back on his word. I have his confirmation in writing and he still went back on his word!!! 

  best of Westchester?? How about worst and most dishonest of Westchester. GUYS ARE SO DISHONEST YOU EVEN FIRED THE ***** DRIVER WHO TOLD YOU THE DELIVERY WAS SUCH A MESS YOU SHOULD REFUND US!!!

  Dishonest and ****************** The local news stations should do a story on you guys. There seem to be plenty of people who are reporting bad things about you. 
  

  please send the 20% refund plus the $1,000. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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