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:11/01/2023

  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.

  The company has you talk to several people which none of them have talked to each regarding the services being provided. Quoted a price which doubled upon delivery. Never sent a final invoice. Told our household was being picked up 2 days early and then even an earlier time then agreed to not even have it delivered when wanted. Agreement was being picked up early to load on a truck that was doing a pick up in Charlotte first, load our house and then deliver. Come to find out our stuff was loaded on a truck, unloaded to a warehouse and then will be loaded again to another truck to deliver. I specifically asked before going with this company about that and how I did not want that to happen. LIARS!! They take their time responding and sending documents to you as well delaying further our household items being delivered. They also did not package our household items as agreed either.
  They could take a deposit by bank card but you can't pay any other payments this way sounds very fishy.
  Was not told, we had to pay cash or by money order upon pick up of our household. They do not accept any payment from anyone else who is not listed on the contract. Asked to change to list everyone and they refused to change the contract. No where does it say this and we were up front that we had family that was helping us out. They required me to send a picture of my CC and DL which I was totally against by TEXT. I don't know who I am talking to. I am a Federal employee and not even banks or credit card companies ask you to do this because of fraud reasons. Asked to speak to a supervisor multiple times and have yet to speak to one.

  Business Response

  Date: 11/27/2023

  We would like to thank Ms. *********** for trusting our company with her move from North Carolina to Arizona. When Mrs. *********** originally booked her move with us, the agreement included an inventory list of 67 items, which we estimated at 783 cubic feet for a total cost of $4,650.00. Several days before the move, Mrs. *********** provided our Quality Assurance department with an updated inventory list which now totaled 166 items. At this time we provided Mrs. *********** with a revised estimate of 1,314 cubic feet for a total cost of $7,986.19. We also asked Mrs. *********** if it would be possible for her to allow our company to complete her pickup one day early, per the request of our dispatch department. Mrs. *********** stated that this would be okay if she were finished packing but she wasn’t finished packing. We offered to have our moving crew help her finish packing on move day without any additional packing charges, and Mrs. *********** agreed to allow us to pick up early as requested. On move day, Mr. ***********’s shipment size increased to 1,564 cubic feet and a total cost of $9,811.19. It’s important to note that the cost of our moving service is based on the size of the shipment, and that adding items to the move can result in a larger shipment and increased move cost. This is explained to all customers verbally and in writing, prior to booking their move with our company. On move day, Mrs. ***********’s move also required some packing services, which we provided. We apologize for any mixup with the billing of the packing services. We did in fact agree to pack for Mrs. *********** without any additional charges on move day, therefore we removed the packing charges from the invoice. Due to the long distance nature of this move, there is a delivery timeframe in place, and outlined in the agreement. Additionally, it is a standard practice in the moving industry to transfer the shipment from a box truck to a semi trailer when the shipment is traveling over 2,000 miles, like with Mrs. ***********’s move. Although we wish to have delivered sooner, our company did deliver within the contracted timeframes. We sincerely apologize for any confusion and frustration arising from the delivery aspect of your moving experience. As for the method of payment for this move. Our agreement states that we cannot accept a credit card for the pickup and delivery payments. Mrs. *********** requested that we make an exception to accept all or some of her payment via credit card. We agreed to make an exception to accept 50% of the balance for this move on Mrs. ***********’s credit card. One issue that we encountered with the credit card payment is that Mrs. *********** then requested that we accept her sister’s credit card for payment. Unfortunately, our company was not able to accept Mrs. ***********’s sister’s credit card because Mrs. ***********’s sister’s name was not listed on the agreement. Then Mrs. *********** provided a credit card in her own name, but we ran into a separate issue. On the same day that our office processed the credit card payment, Mrs. *********** stated to our staff that she found our fees and charges unacceptable and that she intended to dispute them. As a result of Mrs. ***********’s expressed intent to dispute the charges and to facilitate the resolution process, our company voided the credit card charge and kindly requested that Mrs. *********** make her payments through one of our regular acceptable methods of payment as listed in the moving agreement. We understand the importance of swift resolution and wish to avoid any complications that may arise with credit card disputes. Mrs. ***********,we sincerely apologize for any inconvenience or frustration that you experienced during your move with our company. We are writing to inform that Mrs. ***********’s move has been completed by our company and her belongings have been delivered to her home in Arizona. If you require any additional assistance, please do not hesitate to contact our office.
  Sincerely, Management

• Initial Complaint

  Date:11/01/2023

  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.

  Broken and stolen items
  
  Quoted by Ed: To move us from Alabama to Rhode Island would be $2404. 55 and a deposit of $467.25 to secure our spot. Split payments of the remainder balance once they load items/unload items. Once the movers got to the first residence in Alabama the price changes. The total was $2478.29 additional charge of $560.70 giving a grand total of $3038.99. 1st transaction was Sept. 13th to Abraham via cashapp $1200.00.
  2nd transaction was Sept.22nd to Romos via cash $1371.74.
  I went and got everything Ed told me to get that was needed for this move from Home Depot(boxes,bubble wrap, etc...). In eye sight our boxes was loaded neatly. Abraham stated we would receive our items on Saturday, Sept. 16th which we didn't received them until Sept. 22nd. Several calls was made and it was told to us(my husband and I) the original truck broke down. Different dates was provided when they was going to arrive with our items. Never once did they say our items would go to New Jersey before it got to us. When Saturday 22nd finally came at 7pm it was a disaster. Our boxes looked like they been to war. Different tape was on boxes, blood on boxes, they went through our clothes and put them in tall boxes, over 50 items broke, ink on boxes that got on our carpet and new furniture set, TVS(1 had finger prints in screen, 2nd one broke on corners), daughter furniture completely destroyed, our bedroom bed frame broke, and they stole some of my husband clothes. I have sent pictures/videos via email to ******** twice and haven't heard anything back. I have called numerous of times and asked to speak to managers, no call back. This company is a rip off and something needs to be done about it, and we will not stop until we get answers. We don't want this to happen to someone else.

  Business Response

  Date: 11/27/2023

  We would like to thank Mr. and Mrs. **** for entrusting their move to our company. We apologize for the mechanical issues that we experienced during the delivery portion of this relocation. Although we have precautionary measures in place to help prevent mechanical failures, they do sometimes occur and we sincerely apologize for the impact this had on your delivery. Despite the unexpected setback, we did complete delivery within the contracted timeframe, and once again we apologize that in this case we were not able to deliver sooner. We are writing to inform that our claims department has processed Mr. and Mrs. ****’s claim with our company, and will be making contact with the customer today to assist in finalizing this claim. If you have any questions, please do no hesitate to reach our office.
  Sincerely, Management

• Initial Complaint

  Date:10/09/2023

  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.

  Moving from Upstate NY to central NJ 1st quote was $2,290. and promised a nationwide moving company with their trucks and employees. After completing my packing and given a final count (which some items were deleted) I was quote $3,249.58 and no time to find another company and would lose my deposit. After arriving 4 hrs. late with 1/2 a truck already filled and not allowing me to see how they packed I was informed another $820 added. When I objected I was told the truck was leased and they were taking my stuff so I better sign if I want it back. As I was a widow and living in a remote area of the Adirondack Park I signed, thinking I would straighten it out with the company. My belongings were to be delivered to 2 locations less than 20 miles apart. Was told by ***, the dispatcher and owner of the trucking company (not Always #1 Moving & Storage they would not get there the day scheduled but the next day, he would not go to the second stop although I paid extra and if I did not pay the balance I would not get my belongings. The truck came the police were called as they would not release my items and although the police spent almost an hour on the phone with "***" he basically told them he was in charge and if I didn't pay his men would hold my belongings. I tried to call the Ohio office and no one would return my calls. I move from a small 2 bedrm cabin no basement, no appliance, only furniture was a sm couch, recliner, 2 end tables, 1 full size bedrm set with 1 tall dresser & 1 queen size bdrm set., 1 old radio, wooden veggie bin and 1 vacuum and 58- 70 gal. storage boxes. All this info was given to Sam and his price was #3,249.58 I also did a app placed in all the info and the cubic ft came to less thank 800 but Always is charging me for over 1000 cubic ft. No one from Always #1 will call me back and I was told by *** his company is General Movers by the Meadowlands. The men that picked up were unprofessional, left garbage in and around my home.

  Business Response

  Date: 10/25/2023

  Thank you, Ms. *****, for choosing us to handle your move from upstate New York to New Jersey. We appreciate your business and your feedback, as well as the opportunity to address your concerns. Our pricing structure, as stated in our agreement, is based on the size of your shipment, which means that an increase in the volume of items being moved will naturally impact the overall move cost. As a company, we understand the value of clear communication, and because of this have several steps in place to ensure that all customers understand how the pricing works. The way that our pricing works is clearly communicated to all customers verbally during the initial estimate, as well as in our quality assurance calls, and in writing within the agreement.When Ms. ***** initially made her reservation, she provided an inventory list of 71 pieces with an estimated volume of 603 cubic feet, for a total quote of $2,290. When Ms. ***** spoke with our Quality Assurance team, she provided an updated inventory list of 85 pieces with an estimated volume of 817 cubic feet, for a total quote of $3,249.58.On move day, the foreman of our moving crew conducted a thorough review of the items, and determined that a little bit more than 1,000 cubic feet would be needed to accommodate all of the items that Ms. ***** wanted moved. At this time, the foreman provided Ms. ***** a revised estimate of $4,069.58 for 1,033 cubic feet.We understand that moving can be stressful, and are committed to providing our customers with quality services, clear communication and transparent pricing.As a company, we strive to accommodate our customers’ needs, including delivering to two separate locations for an additional fee, which depends on the distance. Ms. ***** mentioned that she paid $100 for a second delivery stop. However, upon review of her agreement, we have found no such payment or documentation.During the delivery process, Ms. ***** requested that we deliver some of her items to a second location. While we were able to accommodate her request, the associated cost for the service due to the distance and labor involved would have been $400, which Ms. ***** made clear to us she was not willing to pay.As for payment being due prior to delivery, this is a company policy in place to prevent potential payment-related delays on the day of delivery, and clearly spelled out in our agreement. We sincerely apologize for any misunderstandings you may have had about your agreement.As for communication with our office - our company representatives and management staff have been in communication with Ms. ***** on numerous occasions. It’s important to clarify that a statement suggesting that our office would not return Ms. *****' phone calls is inaccurate, as our office has been actively in communication with Ms. *****.We deeply apologize for any inconvenience caused if our crew left any garbage around your home, as this is entirely unacceptable. Since receiving this feedback from you, we have began the process of retraining all of our moving crews in this matter to prevent this issue in the future.Once again, we appreciate your business, feedback, and the opportunity to provide clarity on these matters. Should you require any further assistance with this matter, please do not hesitate to contact our office.
  Sincerely, Management

  Customer Answer

  Date: 10/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20714827
  
  
  
  I am rejecting this response because: the paperwork states "if you have not signed the mover's estimate, and the mover loads the truck, then Federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items. Any balance due above the binding estimate would need to be billed by the mover 30 days after delivery." The binding estimate given on Sept. 8 by Sam was for 817 cu. ft. @ $3,249.58 including 2 stops at the time of delivery, 1 at North Brunswick Storage 2nd stop at Old Bridge location. Further the distance from storage at 766 Carolier Lane, North Brunswick to 2D Brynwood Gardens, Old Bridge is 10 miles.
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:10/02/2023

  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.

  On August 19 the moving company came to pick up our belongings in Delaware. All of our belongings were packed and put onto the moving truck. I had a jewelry box that was a wood oak finish that stood on four legs. I taped the front and the back drawers so they couldn’t be opened: and I mentioned to one of the movers that it was a jewelry box. I was in and out that day, so my husband was mostly around and the jewelry box made its way onto the truck. We were told nothing could be put onto the truck without being in a box and sealed securely. So the movers packed anything that we were unable to put in boxes which included the jewelry box since we didn’t have a box big enough. When we got to California and the delivery was made about 2 weeks later, I couldn’t find the jewelry box, I reported that to Always 1 Moving agent Tiana on September 11. They had been corresponding with me here and there but not always very responsive. But after calling and emailing and even sending texts I was getting responses stating that they were still looking for the jewelry box. The last email I received stated that the jewelry is not covered under their liability policy but that they have not found the jewelry box. So I have since filed a claim with my homeowners insurance. I am hoping that my insurance company will cover it, but it had a lot of sentimental items aside from costume jewelry. I am not concerned about the costume jewelry, but I am concerned about my fathers, gold watch, and my mothers gold wedding band. I had my own rose gold watch and my own bracelet gifted to me from my daughter from Pandora that was sentimental as well.my heart is broken since my parents are no longer with me and that’s was all I have left of them. I was not happy with this moving experience for other reasons, as well as the price continuing to change us being charged more than $11,000 for a relocation when our original quote was $8000. And then broken plus missing items.

  Business Response

  Date: 10/17/2023

  We would like to express our gratitude to Ms. ******** for trusting us with her relocation from Delaware to California. We also want to extend our heartfelt apologies for the unfortunate loss of her jewelry box.As Ms. ******** rightly pointed out, we have made diligent efforts to locate her missing jewelry box, but regrettably, our search has not yielded any results and we have not been able to recover the item. Our warehouse has been thoroughly checked, and we have found no trace of the missing jewelry box. Additionally, our records do not reflect the presence of this jewelry box in our inventory documents.To assist in resolving this matter, we kindly request that Ms ******** provide us with any documentation or evidence demonstrating that this item was indeed included in our inventory. Unfortunately, at present, we have no records of this specific item.We genuinely understand the sentimental value associated with the items in the missing jewelry box, and we deeply regret any distress this situation may have caused. We remain committed to addressing this issue to the best of our ability and appreciate your understanding as we work to resolve it.Regarding the price adjustment, we acknowledge that changes in the cost of a move can be distressing. We aim to provide accurate and transparent quotes based on the information provided to us. In some cases, unforeseen circumstances or adjustments of the inventory can affect the final cost.  When Ms. ******** initially reserved her move with us, her cubic feet were estimated at 1316 cf and she had 94 pieces to be moved for a cost of $8000. However, during her quality assurance call, the number of items increased to 174 pieces, which in turn increased the total cubic feet to 1868 cf for an estimated total of $11,955.59. It’s important to note that our charges are based on the volume of the move, and when the volume of the shipment increases, it affects the overall cost of the move.On move day, our moving crew loaded 193 items instead of the 174 listed items. To ensure the safe transporting of Ms. ********'s fragile items (pictures), a packing charge of  $450 was applied for the provisions of necessary packing materials. As a result of these additional services ordered on move day, Ms. ********'s price was adjusted to account for the additional items (volume) and packing services that were required, bringing the total to $13,399.24.This feedback is invaluable to us, and we are actively working to improve our services. We encourage Ms. ******** to reach out to our claims department to discuss any specific claims or issues so that we may further assist. Our goal is to ensure customer satisfaction and to resolve any outstanding matters to the best of our ability.
  Sincerely, Management.

• Initial Complaint

  Date:09/07/2023

  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.

  *** from Always #1 contacted me and convinced me that their service was better because they were carriers and I would not have 3rd party movers. Which I did. They contacted me a few days before my move and said they would arrive between Thursday July 20th and Saturday July 22nd. My friend from Ohio drove to NC to help me pack. Then they called on Wednesday the 19th and was very aggressive with wanting to pick up on the 19th instead of the 20th. There was no way possible because we hadn't even finished packing nor did we have anywhere to sleep if they picked up early. 3 different people called me on the 19th begging me to let them pick up early . They did pick up on July 20th. Immediately they charged me an extra $150 for a "long distance carry" which was not long. It was maybe 20-30 feet from my door to their truck. *** quoted me $2505.36 and said it was a "binding" contract and the price would not increase. But it did. I ended up paying $3234.84 all together. One of the movers was taking apart my bakers rack and started banging it on the back patio to break it apart. Then I already knew my rack was damaged and I just let it go. I was told to let them take apart everything that needed to be torn apart and they would rebuild upon delivery. The delivery took 14 days after pick up. They kept telling me it was 737 miles when it is 394 miles. I asked several times for answers and for management to call me. Never once has a manager called me. They won't return my calls or text messages. Upon delivery I had to leave to go back to NC to get the rest of the stuff they did not take. My friend stayed here to receive the delivery. They did not rebuild anything, on top of the rack, they damaged my book shelf and left it in the garage without telling my friend. They kept the bolts to my heavy bag stand so I cant even put it back together. They flipped another shelf upside down that was damaged so my friend couldnt see it. Again several request to speak to management, no response

  Business Response

  Date: 09/26/2023

  Ms. ************,

  We were disappointed to learn that your move with us did not meet your expectations. Your satisfaction is of utmost importance to us and we take your feedback seriously.We want to assure you that our company handles all moves directly without contracting a third party for delivery. We take pride in managing the entire move process to ensure the highest level of quality and accountability.Your designated pickup window was from July 20th to July 22nd, with your preferred date being July 21st. We apologize for any frustration caused by our dispatch calling you to ask if you were available to accept pickup on July 19th. Sometimes our trucks are running ahead of schedule, as was the case with your move, and this is why we asked if you were available for pickup on July 19th. We’re glad that we were ultimately able to accommodate your request for pickup on July 21st, 2023.The reason for the price increase is that when the move was originally booked, the agreement was to move 37 pieces (521 cubic feet) for $2,505.36. Before your move date, our Quality Assurance department received your updated inventory which now included 45 pieces (601 cubic feet), and the increase in cubic feet is what caused your quote to increase to $2,934.88. All of our quotes are based on the space that you occupy in our moving truck. This method of pricing ensures a fair and transparent billing process, ensuring that our customers pay for the space that was actually used in the truck, as opposed to the space that was estimated.The long carry charge is assessed based on the distance between where the moving truck was parked and the front door of your home. As part of our service, we cover the first 75 feet at no additional cost. Any distance beyond 75 feet is considered a long carry, for which there is a charge of $75 per 500 cubic feet, as outlined in our agreement. Your long carry charge was $150.00, bringing your total move cost to $3,084.88.We understand that your requested FAD (first available delivery date) was July 24th. As outlined in our agreement, the FAD is not a guaranteed delivery date, but a guarantee that delivery will not take place before that date. Although we wish to have delivered on your exact FAD, your delivery date was still within our agreed upon timeframe within the agreement.We are truly sorry to hear that one of our movers attempted to disassemble your baker's rack in a manner that resulted in damage. This is not reflective of the level of service we aim to provide to our customers. We understand that you initially allowed them to take apart items for transportation with the understanding that they would reassemble upon delivery. Our Claims Department manager is actively working with you to resolve any outstanding matters in accordance with your selected level of coverage. This process enables us to tailor our resolution to align with the terms and conditions associated with your selected policy.We deeply apologize for the oversight in not being aware of your request for a manager to reach out to you. At this time, one of our managers has been in communication and is working with our claims department to resolve any outstanding matters. We appreciate your business. If you have any questions in the meantime, please do not hesitate to contact our office. Sincerely, Management.
  

  
  

  Customer Answer

  Date: 09/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20568382
  
  
  
  I am rejecting this response because: This response does in know way address the major part of my issue. They did not rebuild anything, which I did send pics of the items they didn't rebuild. Also, there were multiple items damaged and the carry from my door to the truck was much less than 75 feet. One top of the damaged items, no one was notified that my items were damaged. In fact they left most of the items in the garage so we couldn't see it and the one shelf was flipped upside down hiding the crack. One manager finally called me last week. He was looking into getting that long carry reimbursed. He told me to give him until this past Saturday Sept. 23rd. 2023. I have not heard back from him yet. Also, I emailed pics of all the damage items close to two weeks ago. I have not heard a word back from the claims dept either. I sent a follow up email Monday the 24th and haven't had any response yet. None of my issues have been resolved. I want my long carry reimbursed and reimbursed for all of my damaged items and my heavy bag stand that is missing its bolts for me to rebuild it. Also, I paid for them to dissemble and rebuild my items. I did not get all of the services that I paid for.
  
  
  
  Regards,
  
  
  
  ******** ************

• Initial Complaint

  Date:08/29/2023

  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.

  Order No: ********* - R1
  
  Pick-Up Date: 08/08/2023-08/10/2023
  
  We moved from NYC to Nashville.
  4 items were missing: 2 marshal speakers, apple and bose earbuds. All items were brand new. I called customer support to resolve the situation and left them a voice mail.
  This is very frustrating.
  Additionally, they also tried to charge us extra $150 upon delivery by asking me to pay $1692 instead of $1542. After I showed the driver the scan of my contract, the driver made a call to his boss and said that the the outstanding balance was $1542 indeed.
  
  I called their customer support twice and left voice mails, but they never got back to me.

  Business Response

  Date: 08/31/2023

  Mr. *******, we sincerely apologize for any inconvenience you have experienced regarding the missing items. We understand the frustration this must have caused, however, our office was only notified about this situation moments before the complaint was posted. Now that we are aware of the situation, our claims manager is working to resolve the matter and will remain in contact with you regarding the solution. Additionally, we had no knowledge of a $150.00 discrepancy in the amount that was due at delivery, but we are glad to hear that the discrepancy was corrected. We pride ourselves in ensuring a fair and transparent transaction process for all of our customers. We understand that this incident has left you feeling understandably frustrated, and we want to assure you that we are working diligently to uncover the facts and take appropriate action. Thank you for giving us the opportunity to address this issue. Our claims manager will be in contact with you to resolve this matter. Sincerely, Management.

  Customer Answer

  Date: 09/21/2023

  
  ****** ******* <******.*********@gmail.com>
  Mon, Sep 18, 5:38 PM (3 days ago)
  to disputeresolution
  
  Hi there,
  I have been calling the moving company myself. I called them on 09/08/2023 and they told me that they would get back to me by 09/12/2023. They did not get back to me on 09/12/2023. I have called them several times and left them voicemails. Today, on 09/18/2023, I called them and I was told that it happened the first time that an item was reported missing and therefore they asked me for the receipt of the missing items. I told that those items were gifts from my wife's previous employer and I was asked to contact the employer asking them for proof that these gifts were given to her. I told her that it would not be realistic to do and they offered me a compensation of $20, since their terms of contract cover the compensation by weight. After some back and forth I was offered $100 back for the items that combined cost was $1000. So, I am very frustrated now and that's where things stand.
  Thank you.
  
  --
  Sincerely,
  ****** *******

  ****** ******* <******.*********@gmail.com>
  Mon, Sep 18, 6:02 PM (3 days ago)
  to disputeresolution
  
  When the boxes arrived they were repackaged. I assume it was done at a warehouse in NJ.
  
  --
  Sincerely,
  ****** *******

• Initial Complaint

  Date:08/17/2023

  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.

  My furniture was picked up on June 29th and delivered to my new address on July 5th. I paid a total of $7623. Several of my furniture were destroyed broken cannot be used l. I took pictures of the items and filed an ininsurance aim with the company and no one is trtrying get my issue resolved. They stop taking my calls when I use someone else phone to call I get an answer and told it is still pending. Over 1 month and something that should take 5 to 7 business days to resolve is still pending. I have run out of numbers to use call them as each time I call they block the number I call from.

  Business Response

  Date: 08/28/2023

  Ms. ******,
  We sincerely apologize for the damage that occurred during the delivery phase of your relocation process. While we strive to uphold the highest standards of care in handling your belongings, it is evident that we fell short in this instance. We recognize and understand the frustration you may be experiencing with the claims process. While our aim is to resolve claims as promptly as possible, we acknowledge that there are instances where the process extends beyond the One to two weeks timeframe. Rest assured, our dedicated Claims Department has been actively working to expedite the resolution of your case. Earlier today, our Claims Manager sent an email providing an update on the status of your claim. Please contact our office directly so that we may assist you in resolving this matter. We are committed to finalizing your claim as promptly as possible. Sincerely, Management

  Customer Answer

  Date: 09/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20483880
  
  
  
  I am rejecting this response because: With the damages done to my Furnitures and appliances they are only offering me $250.00 I feel that this is very unreasonable. It cannot replace any of the damage items and repair any of them. I am open if they would like to replace or repair the items instead of monetary compensation. I would also accept a fair compensation. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/31/2023

  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.

  The moving company Always #1 Moving and Storage, Inc. picked up my furniture on September 28, 2022 from my home on **** ********* ***** ************ ** *****. The furniture was in good condition when they packed and moved my items. They were late with delivering my property and after several correspondences, they finally arrived to make delivery. On October 20, 2022, my household goods were delivered to **** ********** **** ******* ** **** by a broker that was hired by Always #1 Moving Storage. Several of my items were damaged, there was urine and feces on and in some of my property inside of the boxes, and I only received 40 of the 95 boxes that Always #1 Moving and Storage picked up. I would like to also add that the boxes that they did deliver, they were rummaged through. The items that were damaged some of my dishes, an area rug, a carry bag, trash can, tall vase, the floor of my new apartment in Duluth, GA, boxes were open, torn, wet, soiled, and my keyboard had feces all over the keys. The estimated value of the total damaged and missing items equals ~ $7,800.00. Initially when this transaction was started, Always #1 Moving and Storage told me the total price of the move was $2,575.50, then it went up to $4,140.78. Then when they arrived to pick up my property in Massachusetts, the price went up to $7,000.00. I have attached the following docs; Inventory of Always 1 Moving, personal effects, hotel costs, damage costs, pictures of damage goods

  Business Response

  Date: 06/12/2023

  We extend our most sincere apology to Ms. *******-**** for any frustration/damage that she experienced during her move with us. Our office has made numerous attempts to contact Ms. *******-**** to assist her in resolving this matter. In our written communications to Ms. ******* **** on March 24, 2023 and April 14, 2023, our claims department requested additional information from Ms. *******-**** to initiate the claim. To date, we have not received any of the requested information that is necessary to initiate a claim. Our claims department is available to assist Ms. *******-****, but there is additional information required from the customer. When Ms. *******-**** booked her move with us on August 9, 2022, she reserved 500 cubic feet of truck space, for an agreed upon price of $2,575.00. The week of the move, on September 24, 2022, our Quality Assurance department made a courtesy call to Ms. *******-**** to ask if there were any changes to her move or updates to her inventory list. On this call Ms. *******-**** provided an updated inventory list which now required close to 800 cubic feet of truck space. At this time, our company provided a revised estimate of 768 cubic feet, for an agreed upon price of $4,140.89. On move day, September 27, 2022, when our moving crew arrived at Ms. *******-****' home, after conducting a visual inspection it was clear to the foreman that the size of the shipment was larger than 768 cubic feet, and that the cost of the shipment would increase as a result. The foreman of our moving crew advised Ms. *******-**** that based on his visual inspection of the belongings to be moved, the move would require 1,150 cubic feet of truck space, for a total cost of $7,000. This amount included charges for long carry, elevator and packing - additional services that were necessary to complete the move. Ms. *******-**** approved the additional charges, and authorized the moving crew to begin working after being informed of the new price. Our office will continue making additional attempts to contact Ms. *******-**** throughout this week in a continued effort to assist her with her claim. In the meantime, we encourage Ms. *******-**** to contact our claims department by email at [email protected], or by phone at 740-872-0709.
  Sincerely, Management

  Customer Answer

  Date: 06/16/2023

  I did not reject the business response. They have my computer. I cannot get them teh claims list until I use someone elses computer. Also, I wanted to make sure it's okay to talk to them and to BBB. 

  Business Response

  Date: 06/21/2023

  We are writing to inform that our claims department has made contact with Ms. *******-****. We are currently in the process of reviewing the information that Ms. *******-**** has submitted for her claim. Ms. *******-**** has direct contact with our claims department at this time, and we are working to resolve this matter. Sincerely, Management 

  Customer Answer

  Date: 07/06/2023

  Consumer called BBB that she received call from ******* ********* stating business will get back to her by end of this week. Consumer states she does not want the complaint to close until she has heard from the business and she will contact BBB at that time. 

  Business Response

  Date: 08/09/2023

  We are writing to inform that this claim has been finalized. The agreed upon payment check was mailed from our office to Ms. *******-**** on August 7, 2023. Thank you for your assistance with this matter. Sincerely, Management

  Customer Answer

  Date: 08/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20127680
  
  
  
  I am rejecting this response because: Spoke to consumer via the phone she has received her check
  
  
  
  Regards,
  
  
  
  ******* *******-****

• Initial Complaint

  Date:05/18/2023

  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.

  On Jan 24, 2023 I was contacted by ****** ******** from Always #1 Moving & Storage (###-###-####). He persisted & explained the difference from a broker & a DOT mover. They specialized in moving Veterans. I took pictures of all furniture, did videos & measured items. I told him I needed a tractor trailer to move everything.The first estimate for $7979 on Jan 24, 2023.Next estimate for $8691.06 on Jan 24 2023 I then added some garage items & the estimate went to $10965.40, same date. April 3 the movers showed up with a 26 ft box truck. Only 22 ft was mine. I said too small & moving foreman argued it would fit. They filled the entire truck & didn't even get all the first floor furniture. ****** had told me that their move would pack all of the marble tops I have for my antique furniture. (I ended up packing all of the marble tops & stained glass in my car) Before leaving I had to get a $9500 cashier’s check. A-1 added $5000 for using all of the truck. A-1 came back the next morning with the same size truck & still couldn't get it all packed. They broke my antique grinding stone (Value@$15000), my bird bath, various other chairs & items & left garbage everywhere. The charge for the second truck was $7000. I told them I couldn't afford that. They left with my stuff.
  Today, May 18, 2023 I don't have my property. I've been in Arkansas since April 7th without my property. I contacted Josh & was told unless I pay $7000 my stuff would remain in storage free until May 2 at which time I would start paying storage. After 90 my property would be sold. I am sleeping on the floor don't have clothes, bedding or furniture. I told them I have $2000. A-1 wants $7000. I want my furniture & belongings. It’s not my fault they underestimated and are now trying to get @$22000 from me. This is a scam. On the list that shows 92 items there are over 10 items they never picked up. I'm still living without clothes, furniture & the rest of my belongings.

  Business Response

  Date: 06/01/2023

  We would like to thank you, Ms. *****, and all of the service men and women for their service in our United State military. We sincerely apologize for the frustration that Ms. ***** experienced during her move. When this order was placed on March 10, 2023, the agreement was for our company to move 1,800 cubic feet, based on the inventory list of 176 items provided by Ms. *****, for a price of $8,691.05. The agreement stated that all fragile items would be packed by Ms. *****. Prior to move day, Ms. ***** provided an updated inventory list to our Quality Assurance department, which now included 282 items. At this time, the estimate was revised to 2,150 cubic feet for a total of $10,965.40. This agreement also stated that all fragile items would be packed by Ms. *****. On move day, upon arrival at Ms. *****’ home, it was clear to the foreman that there were many more items in the home than the 282 that our company was made aware of, and that the size of the shipment would significantly increase as a result. Prior to moving any of the belongings, our foreman informed Ms. ***** that all of the contents of her home would require approximately 4,100 cubic feet of truck space. Additionally, our foreman explained to Ms. ***** that the truck would only be able to take 2,875 cubic feet today, and if she wanted us to move the additional 1,200 cubic feet, it would be necessary to write a separate agreement for pick up the following day. At this time, our company provided Ms. ***** with the cost of the first truck for 2,875 cubic feet, and the cost of the second truck for 1,200 cubic feet.  Ms. ***** requested to move forward with both, the first truck for 2,875 cubic feet, and having our company dispatch a second truck the following day for 1,200 cubic feet. At this time, our company provided Ms. ***** with the updated agreement for her first move, and the agreement for her second move, to be picked up the next day. Ms. ***** signed both agreements on April 3, 2023. The next day, our second truck arrived at Ms. *****’ home to pick up the remaining 1,200 cubic feet. On April 6, 2023, our company placed a courtesy phone call to Ms. ***** to arrange the delivery of her belongings. Ms. ***** advised us that her home was not ready to accept the delivery, and that she would inform us when it was ready. On April 27, 2023, Ms. ***** contacted our office to inform us that she was now ready to accept the delivery, and demanded a discount of $5,000.00 for the services that we rendered. Our office spent time with Ms. ***** over the next several days, reviewing the charges in detail, with many of the calls resulting in Ms. ***** cursing at our staff. On May 9, 2023, Ms. ***** called into our office again to inform us that due to a family dispute, and some problems with her house deal, she had lost $20,000.00 and as a result, could only pay $2,000 for her delivery. We explained to Ms. ***** that we are sorry for her situation, but the balance due must still be paid. In good faith, our company applied two discounts to Ms. ***** moves exceeding $3,000.00, in a further attempt to resolve the matter amicably. At this time we are working with Ms. ***** attorney towards an amicable and expeditious resolution. If you have any additional questions, please contact our office. Sincerely, Management

  Customer Answer

  Date: 06/03/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20076603
  
  
  
  I am rejecting this response because: The information provided by the carrier is in error. I had taken pictures of every piece of furniture and items (even in closets) I had (to be shipped), took videos, invited quite insistently that they come and give me an accurate estimate and measured pieces like my roll top desk, couches, gun safe and was very, very adamant about needing a tractor trailer to Mr. ****** ********. When the truck showed up it was a 26' box truck that A-1 couldn't even get my first floor in. A-1 immediately added $5k to the bill. When coming out the next day with the same size truck A-1 still couldn't get all my belongings from a 3 bed house in it. I only had one mattress. I was forced to leave over $10k of my tools & property. I have paid $12557.00 and as of today (June 3, 2023) still do not have my belongings. Since the first truck is more than paid for, it should be delivered. I know the foreman complained to the manager that I had big furniture & a lot of antiques. He also referred to me as a 'stupid bitch' in Spanish. Measurements & pictures were previously supplied to Mr ********. Several of my expensive antiques were broken. I want them replaced not reimbursed .Its been over 6 weeks since it was supposed to be delivered. A-1 has a bad reputation and if I hadn't been in such a bad emotional state (I'm a disabled veteran,100% PTSD, I was hospitalized at Christmas) I would have hired a real mover. A-1 did not even provide a bill of lading. Reading most of their reviews they are famous for screwing people over wanting more money. They have one star out of 5. DOT law says if they underestimate the size of the load I only owe 110% of the original estimate provided the underestimation is not on the owners part. I went over what I had and the size several times ensuring this didn't happen. I moved 2 years before so I knew how big of a truck I needed and what to inform the mover to the fact that I had big furniture & a smaller truck wouldn't work.I was quite adamant about the tractor trailer as I told them I had an eight ft couch and my roll top desk was sizeable (over 6ft), plus my antique dining table (seats 12) Buffet,china cabinet & gun safe. A-1 now wants an additional $7k to deliver. I offered $3k, all I have. They have my durable medical equipment that I require. When A-1 showed up in the first 26 ft truck I asked if it was the lead vehicle & where was the tractor trailer & was informed that all my stuff would fit. The new owners were moving in the next day (April 4th) I told them no it wouldn't work as I had large antiques and that Mr. ******** was informed as such. I was threatened that they would sell all my stuff if I didn't pay the $7k. A-1 doesn't return phone calls to me or my lawyer. If you research this company you will see this is their normal operation procedure. A move of $22k from the originals is ridiculous. I made sure I informed A-1 of what I had, so the underestimation is on them and I want my property now. Check your records & see just what crooks they are. There DOT number is not valid & they are not allowed to work in New York or Arkansas. I am suing for mental damage as Mr Matthew's assured me this wouldn't happen & that they take care of veterans. They left the house a total mess (I have pictures) for which the new owners chewed me out. They were moving in on the 4th as A-1 was trying to move me out. If A-1 had showed up with the tractor trailer I requested, none of this would be happening. So as you can see, they are wrong and I want my property delivered or it will be reported as stolen. Oh A-1 is not VA approved.
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 07/17/2023

  We are writing to inform that Ms. ***** has made her final payment of $2,625.00 to our company, and both of the shipments have been picked up from our warehouse by the moving company that she hired. The shipments are now out of our hands. Sincerely, Management 

  Customer Answer

  Date: 08/14/2023

  
  [email protected]
  Aug 5, 2023, 1:36 PM (9 days ago)
  to info
  
  Complaint 20076603. I have responded on time to every correspondence I have been sent. This claim should not be closed. My furniture and antiques look like they were used in a football practice. I overpaid A-1 $15202 for delivery to my address in Arkansas. I did not pay them to put my stuff in storage. Their claim about safety is BS. That is their excuse. I need claims for broken items. I have @$50k in damaged antiques. I also want $500K for breach of contract, Inability to properly do the work they were contracted for, having to hire another company to deliver ($7200) plus my mental harassment. I ended up in the hospital twice because of A-1s inability to perform their work per contract. I'm a disabled Veteran and they purposely made mistakes to aggravate my condition. There was multiple amount of items on the inventory sheets that they never moved. I was emphatic about having a tractor trailer come pick up my stuff. Come to find out A-1 doesn't own any trucks. This claim is far from closed. I need information for submitting for my broken and left property. Thank you, ****** *****

• Initial Complaint

  Date:04/06/2023

  Type:Delivery 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.

  The move itself was fine, the issue started upon delivery. When the movers arrived, they started to bring in the boxes and every single box was crushed. Not slightly but literally crushed. This was no accident. My items were obviously not handled with any care. Several items in the boxes which were wrapped very carefully were broken. Picture and TV boxes labeled This Side Up were placed upside down and damaged. Boxes were missing. Every piece of furniture had damage - some beyond repair so I had to replace them. The movers left without letting me know - all of a sudden I saw the truck pulling away. When they put my bed together, there were parts left over and it was very wobbly - not safe to sleep in. When the man I hired to fix the issue came over, he did the best he could, but said they stripped the screws when they put it together, so he couldn't do much. One more item I had to replace. After 2 months of dealing with my insurance claim, I finally agreed to accept the minimal amount they offered just to put this nightmare behind me. Now it gets even worse - I signed my claim waiver on 3/12/23. On 3/24/23, I was told my check will be mailed on 3/27. On 3/31 I sent email to follow up & got a response @ 8pm that it's after hours & will follow up on 4/3. On 4/3 was told she will follow up. On 4/6 I sent an email and received no response. Almost 4 weeks and I still can't get an answer as to what the status is with my check??? I only get a response when I threaten legal action. Since I have not received my check, nor an acceptable response (we are a large company), I have instructed my attorney to proceed with legal action. As someone who has been in banking for 30+ years, I am very familiar with the UDAP law and this is a clear case of unfair and deceptive business practice.

  Business Response

  Date: 04/12/2023

  Mr. ******, we appreciate your feedback, and we're happy to hear about your overall satisfaction with the move. We sincerely apologize for the damages that occurred during the delivery portion of this relocation. Our goal with every move is to deliver all items safely. Unfortunately, in this case there were some damages. Based on your feedback of how some items were handled by our delivery crew, we have taken action and provided additional training to the crew that delivered your shipment, to ensure this does not happen again. For all moves, the amount of coverage that applies to a claim in the event of damage is strictly based on the coverage option selected for the move prior to pickup. As of the date of this letter, the agreed upon payment for your claim has been mailed to the address you provided to our claims manager. Once again Mr. ******, we extend a heartfelt apology for any frustration that you’ve experienced during your move with us. We thank you once again for your feedback, as it provides us the opportunity to recognize customer concerns, and to fix them. Since receiving your feedback, we have put new measures in place within our accounting department that will shorten the turn-around time for claim checks to be mailed to customers in future situations of this nature. If you require any additional information, please do not hesitate to contact our office. Thank you for the opportunity to service you. Sincerely, Management

  Customer Answer

  Date: 04/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I somewhat accept the business's response to resolve this complaint. I have received my check, but honestly do not believe that this company has not made any changes to their business practices. 
  
  Regards,
  
  
  
  ****** ******