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:03/24/2023

  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.

  I paid the deposit to book the company at the initial quote $2721.30. I was then up charged to $3636 and then paid half of the $3636 quote at pickup of $1818.21 via cashier's check. I had a scheduled pickup for 3/8/23 & asked for the furniture to be delivered on 3/11/23. It never arrived, no courtesy phone calls made to me. I called on 3/11 to inquire about my furniture & was told it was still in NJ and leaving the warehouse the next day on 3/12 and to expect it on 3/14. During pickup the mover Marcos told me he would sell me two of their tall upright boxes & give the 3rd one free. He also told me I needed to purchase an additional TV box from Home Depot to transport my second flat screen tv and dresser mirrors. None of the boxes arrived. I was initially charged $75 for an elevator fee and they increased the price to $225 while on the job. They charged me for packaging although my items were boxed & sealed to go. I believe it was an additional $450. They charged me a long haul carry fee despite the truck being parked directly outside of my building entrance. My son's bed was delivered damaged. The leg for his headboard was completely broken off. The hardware for my toddler bed are missing. The 5 drawer dresser is now wobbly because it's missing part of the leg. None of my dressers have mirrors. The hardware and legs for my sectional are missing so it is just sitting on the floor unassembled. The TV stand in my son's room was damaged on the corner. I paid this company to disassemble & then reassemble on delivery. The delivery driver flat out told me I DON'T DO THAT. The customer service has been horrible and their response time is abhorrent.The final price charged was $6321.82. I want compensation for my lost/stolen and damaged items and a partial refund for an incomplete subpar job.

  Business Response

  Date: 04/11/2023

  We extend our sincerest apologies to Ms. **** for her unpleasant experience. We strive to provide exceptional customer service, and complete satisfaction is our top priority.  Ms. **** booked her move on February 16, 2023, at which time she provided an inventory list containing 39 items. Using Ms. ****** own list, we calculated and provided a binding estimate for $2800 based on 579 cubic feet of truck space. Prior to booking her move, we reviewed the terms of Ms. **** agreement, and disclosed verbally and in writing, both party’s contractual obligations. Because we understand the importance of clear communication and full transparency, we’re diligent about the details, which are always reviewed upon booking and reiterated the week prior to move day.  All of our estimates, including Ms. ****’s, are binding, meaning the total cost of a move is based on the quantities and services shown on the estimate. If the services or quantities change, the cost of the moving service will reflect this adjustment. In other words, all of our estimates are based on the size of the shipment; if the shipment increases in size, so does the cost of the move. On March 4, 2023, our Quality Assurance department, with Ms. ****** assistance, completed a revised estimate, which now included 70 items.  Now requiring 838 cubic feet of truck space, Ms. ****** move cost totaled $4186.  After reviewing the revised inventory list and estimate, Ms. **** signed her agreement again. When the moving crew arrived at Ms. ****** home, our foreman assessed her shipment onsite, and discovered additional items. As a result of the additional items, the size of the shipment increased to 1,170 cubic feet, causing the elevator fee to also increase, based on the terms of Ms. ****** signed agreement. During Ms. ****** reservation, she indicated a FAD (first available delivery date) of March 11, 2023. As we explained, verbally and in writing, the FAD is a guarantee that we will not deliver prior to the specified FAD, and it is not a guaranteed delivery date. This is why we have delivery windows in place, because our delivery dates cannot be guaranteed, due to the nature of the long distance moving industry. Nevertheless, we always aim to deliver on or as close to the requested FAD as possible, taking into account truck availability, weather and road conditions, and other factors. We apologize for any misunderstanding regarding this matter. Due to liability reasons, our drivers are not able to reassemble baby cribs, and in this particular move, several additional items could also not be reassembled because they were made of particle board and too unstable to reassemble. As for damages and missing items - as of the date of this response, Ms. **** has informed us of 1 damaged item, and several missing items. Our claims manager has been in constant communication with Ms. **** about our ongoing efforts to locate these items, and Ms. **** is aware that we have not given up on trying to locate these items. In the event we cannot locate Ms. ****** missing items this week, our claims manager will begin processing a claim. However, our goal is to locate any/all missing items and deliver them safely.  Once again we apologize, and appreciate Ms. ****** patience and understanding while we work to resolve her claim. If you have any questions or require any further assistance, please contact our office.
  Sincerely, Management

  Customer Answer

  Date: 04/21/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19848958
  
  
  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19848958
  
  I am rejecting this response because disis company was NOT in constant communication, did NOT disclose that the elevator fee increases. In fact, this company only responded to inquiries when I reached out and it was not time sensitive at all. They have been giving me the run around and responding when they felt like it. When asking for contact information such as a phone number for their claims department I was told only an email address they had. However when I kept demanding to speak with a live person, I was told I had to wait for them to get in contact with me which took forever. At the time of booking, I was made to understand it was a set rate. In addition, I was charged a long haul fee when the truck was parked directly outside of my building as well as my new home. In their response, they said they do not assemble baby cribs however I do not own one. On my inventory list, it states a toddler bed. All of my furniture was disassembled in Brooklyn by this fraudulent "moving company" and suddenly when it arrived in Florida barely ANYTHING was reassembled, a cost that I paid for. So not only did they damage my furniture, they stole my furniture, the hardware to several pieces of furniture are missing and they did not provide the service of reassembly. I am completely dissatisfied. 
  
  Regards,
  
  ***** ****
  

  Business Response

  Date: 05/11/2023

  We are sorry to hear that Ms. **** is still not satisfied despite our efforts to make things right. There is something that happened on move day involving Ms ****** family that we wanted to avoid mentioning because it involves personal matters. Since we have been unable to resolve this complaint after several attempts, we will mention it now because it occurred on move day in front of our crew. It was brought to our attention by the foreman of the delivery moving crew, that upon arrival to Ms. ****** home there was a physical altercation occurring between Ms. ****** mother and Ms. ****** daughter, in which Ms. ****** mother hit Ms. ****** daughter in the head. Because of this ongoing incident, and the shouting that surrounded it, our foreman got scared for his safety and the safety of our crew. Despite all of this, our moving crew still did the best that they could to deliver Ms. ****** belongings safely into the designated areas of her home. While customer satisfaction is our top priority, the safety of our representatives must also always remain a top priority. Once again we extend our sincerest apologies to Ms. **** for the two boxes that were not delivered, and the damage that occurred. Overall, we have agreed to compensate Ms. **** $300 to help offset her long carry charge, and to assist her in hiring a handyman if she chooses to. In addition to the $300 compensation, our claims manager has made a separate monetary compensation offer to Ms. **** related to the two missing boxes, the hardware and the damage. We apologize to Ms. **** if at any point any of our representatives came across as snippy in trying to explain things. Our company policy requires professional and courteous service from all company representatives at all times, and we are looking into this matter. We appreciate your business, and we apologize for the mishaps. We are making a good faith effort to resolve Ms. ****** complaint. The contact number for our claims department is 740-872-0709. If you have any further questions, please do not hesitate to contact our office.
  Sincerely, Management

  Customer Answer

  Date: 05/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19848958
  
  
  
  I am rejecting this response because this moving company has yet again shown why they are NOT to be trusted. There is ABSOLUTELY in NO WAY POSSIBLE that any incident occurred. In fact, my children were at school and myself, my father and male cousin was on the scene for moving day. There is NO WAY that my mother hit my daughter because my mother passed away on January 7, 2022 and my furniture was moved from Brooklyn on March 8, 2023. BLATANTLY LYING is extremely agregious and very upsetting to say the least. This just goes to show how far this nasty company is willing to go to save face. Offering me $143 for a missing 50in television, 2 dresser mirrors and a fire stick is a slap in the face. I want higher recompense! 
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:02/27/2023

  Type:Billing 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 lied and said I did not have to be with my belongs and that the keys were not needed to get moved out of the unit..after they collected $600 deposit I then called uhaul and was told the keys must be with the company that is moving me. I then 2 day shipped the keys to uhaul and was given a 3 day pick up window. From sat/ mon from Always 1. The keys arrives to uhaul 12pm monday. Only to be told By Always 1, they could not go Monday and I had to pay another $217 storage fee to uhaul because I was misinformed and lied to by Always 1. They are a scam who does not care about the customer only there pockets . It's only fair that they adjust my bill because of there neglect and lack of communication. I am so hurt

  I was quoted and paid a deposit of $600 to get moved . I specifically asked and told George the rep. that I am not in NJ with the storsge keys at but I'm in SC . he told me it wouldnt be a problem having uhual cut the lock to my unit and would not be a problem getting in my storage unit in orange, NJ. And even offered a power of attorney to authorize the entry.After calling uhaul to confirm the move out , I was then told that Always 1 would need the storage keys with them so on fri , I 2 day shipped them and was given a window of sat-mon pickup. I communicated this with the rep. I was told "oh yeah don't worry about it. " When they arrived Sunday the 26th ..the keys had not yet been delivered . Josh Richardson the manager called me and said we can come back mon the 27th long as the keys are there..so 12pm the keys are delivered and now Josh says there's no trucks avail. So I threaten to post complaint on BBB and Josh called me back and said they don't even want to be bothered with me and said he will refund my money in form of a check by NEXT Monday if I remove the BBB posting. I never cancel just wanted to confirm the new pick up date and expressed my frustration of being misinformed and had to waste money. They told me they can get in unit originally . at this point i tried to explain my case and Josh took no ownership about me being told they didn't need they keys. Josh Richardson is now telling me he doesn't want to be bothered because it may end being more money at the end of the delivery then what i was quoted anyway and he didn't want to have to deal with that. And how he didn't want to deal with the complain to bbb and that he will mail me a $600 check next Monday the 6th if I remove the complaint Let's be clear I paid with a debit card. I never canceled. This is crazy. I'm low income and just trying to get my stuff . And to try to sweet talk me to take my complaint back in order to get my money back is out of line. I have the right to complain .
  
  

  Business Response

  Date: 03/09/2023

  Always #1 Moving & Storage would like to extend a heartfelt apology to Ms. ****** for the stress she experienced during our attempts to service her move. Ms. ****** reserved her move with us on Wednesday, 2/22/23. At the time of booking, Ms. ****** requested that our company pick up her belongings from her storage unit between Saturday 2/25 and Monday 2/27. The agreement was that Ms. ****** will provide our company with a 3-day window for the pickup, and that our company will call Ms. ****** 1-2 days before the window begins, to confirm on which of the three days our truck and crew will arrive to her pickup location. Our representative noted the account that Ms. ****** had arranged to have her storage facility cut the lock on her unit so that our movers can retrieve the items when they arrived. The day after booking, on Thursday 2/23, Ms. ****** texted our representative to inform us that she would need to overnight the keys to her storage facility b/c the facility was no longer willing to cut the locks. Her message included "Ok they said I can send the key with note so when I get off ima overnight 4 keys for the 2 units to Uhaul. Will it be sat? So I can start the move out process online. Thanks again! "  Since Ms. ****** was going to overnight the keys late on Thursday, we could not be sure that the keys would be at the storage unit by Saturday morning - so we knew that we could not schedule her pickup for Saturday. On Friday 2/24, our company contacted Ms. ****** to advise her that the pickup would not happen on Saturday, and Ms. ****** acknowledged. On Saturday 2/25, we contacted Ms. ****** again to confirm the pickup for Sunday 2/26. Ms. ****** confirmed the pickup for Sunday, and did not mention anything about the movers being unable to access her belongings when they arrived the next day. Ms. ****** also did not mention that she had decided to ship the keys 2-days, despite having text our representative that she would overnight them. On Sunday 2/26, our truck and moving crew arrived at Ms. ******'s storage facility. Our movers were told by the storage manager that they could not access the items because the storage facility was not going to cut the locks, and the keys had not arrived yet. Our truck and crew were turned away from the pick up location, and this caught us by surprise since Ms. ****** had informed us that she would overnight the keys on Thursday evening. The next day, Monday 2/27 at almost 12PM, Ms. ****** text our representative that her keys would be delivered to the storage unit by 3PM, and requested that we send another truck and crew that same day by 3PM, because her storage bill would be due the next day for $217. Our representative worked with Ms. ****** and our dispatch department in an effort to arrange another pickup attempt by 3PM that same day. Unfortunately, with only three hours notice, we were unable to return to the location that same day. When we informed Ms. ****** of this, she demanded that our company send a truck and crew to her storage by 3PM that day, or else she would post a horrible review about our company online. For these reasons, our company decided to cancel the move. Even though we arrived to Ms. ******'s pickup location to service the move within the contracted timeframe, our company refunded Ms. ******'s deposit in full. We pride ourselves in providing our customers with excellent service, and we're sorry that things didn't work out in this particular case. Sincerely, Management

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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 were quoted $2694.35 to move, including providing measurements to *** at Always #1 Moving and at the time, we were charged an additional $1100 at the time of the move, saying we were over square footage, which we were not. We attempted to resolve this and get a partial refund but instead, were spoken down to and *** from the company was hostile and defensive. They did nothing to offer compensation for the fraudulent abundant charges, and also left our storage unit open all night and never closed it.

  Business Response

  Date: 03/14/2023

  Always 1 Moving & Storage extends our sincerest apologies to Ms. ******** for her unpleasant experience. We strive to provide exceptional customer service, and 100% satisfaction is always our top priority.
  Before Ms. ********'s scheduled move date, as with every customer, we reviewed the details of her estimate and discussed the contractual obligations of both parties, on two separate occasions - at the time of booking, as well as the week of Ms. ********'s pickup, prior to move day. We understand the importance of clear communication and full transparency, as both are necessary to achieve complete customer satisfaction. One of the most fundamental (thus painstakingly discussed) details of our moving service, relates to the estimated size and cost of shipment vs. the actual size and cost of shipment.
  Like Ms. ********'s, all of our estimates are binding, and guarantee the move’s total cost based on the quantities and services shown on the estimate. If the services or quantities change, the cost of the moving service will reflect this adjustment. In other words, all of our estimates are based on the size of the shipment. If the shipment increases in size, so does the cost of the move.
  In our most recent review of Ms. ********'s move details, prior to pickup, her shipment size was estimated at 658 cubic feet for a total of $2694.35. On move day, our foreman assessed Ms. ********’s shipment onsite, and discovered additional items (either undisclosed, or added after our Quality assurance review). The price adjustment that occurred on move day was the result of 167 additional cubic feet, and the need for a long carry, and elevator service.
  In our follow up phone call with Ms. ********, after the move, we discussed the additional charges totaling $944.35, and we explained the reasons for and details of each additional charge. We were offered $500 to “settle” the overage charges, but as disclosed verbally and in writing at time of booking, customers are responsible for additional items or services ordered on move day.
  If you require any additional information, please contact our office for assistance.
  Sincerely, Management
  
  

  Customer Answer

  Date: 03/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19451380
  
  
  
  I am rejecting this response because:  we spoke with manager who was supposed to call us back but never did about being over charged for elevator we were charged 150 instead of 75 as it was 1 floor ...also the estimate was way off and there was no extra items actually was less. There estimator was very rude and not reachable the day of the move when I called to find out why we were being charged so much more. It feels like they only estimated what they needed to to get our vuisness then totally disregarded us once we were in transit as to avoid having to deal with us and only to force us to pay what they thought they could get from us. I asked them since they messed up on the estimate so bad to drop the total price of Sq footage to a lower amount. They did not want to do this. I was told then by the manager he would look into getting us money back for the elevator charge which I still haven't received a call back. My whole point was with all the extra (hidden) fees if they were up front with us from the beginning I most likely wouldn't have had such an issue. Thier estimator that was dealing with us was very rude and just kept trying to pit blame on me. I sent photos and emails to show what we had and what was listed. They did not help us they basically gave us lowest amount to get us then when our stuff was on thier truck forced us to pay more than we should have. They should have had a person from thier company come to our location verify items and give a proper quote. Thier online "estimators" are only there to get the customer on the line and once thier hooked they get to do whatever they want as they then have our stuff held hostage. I was told they would not remove stuff from thier truck till they received payment. So either pay or they keep your stuff.
  
  
  
  Regards,
  
  
  
  ********** ********

• Initial Complaint

  Date:02/20/2023

  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.

  Original contract was agreed upon for$1800 which got them the contract. Then it doubled to $4071 for various reasons, most we understood except the quote for storage that went from $250/month to $300/month. Secondly the extra charge for various steps at $75/per flight of 12, one of which the sets was for one item 1 person carried. Secondly the trucks that picked up and dropped off had no company markings which to me means they subcontracted. There was a few things damaged and specifically a bed frame,headboard which one leg is completely broken and this Item cannot be bought as its been discontinued(now I can't match the whole set (end tables and Dresser). There were some paint chips on the black electric fireplace/tv stand (let alone they never marked the fireplace as only one way up so all the crushed decorative glass was all over the floor and under the console). This was cleaned up with my help. We moved over 400 boxes and broke nothing, This price was paid was for a professional job by professionals that would treat our stuff like their own, not just haphazardly. The most they are offering is $120/60 cents per pound on something that was in mint shape. After the incurred extra charges that were not upfront and for the damages I requested $600.00. Seeing that I have to put all this time and effort into dealing with this instead of them doing the right thing and not getting a proper response was when I asked to talk to someone higher up about this,I got no response, and all items are now %20+ higher in expenses. I now have to go shopping for a replacement and my extra incurred charges (,interest on new loans,gas warranties etc.. I will now charge them like they charged me and the fair number now is $1200.00 in a refund and will continue going up or this will go to court as most judges don't care fore companies like this that are predatory and you are held hostage to get your Items delivered.
  ******* ** *******

  Business Response

  Date: 03/09/2023

  Always #1 Moving & Storage is sorry to hear about Mr ********* experience, as we always strive to provide exceptional customer service. In Mr. ********* complaint, he states that the original agreement was for $1,800, however the original agreement was actually for $1,919, signed by Mr. ******* the day he reserved his move with us, on 3/5/22. After booking, on 5/19/22, Mr. ******* requested a date change for his move. In response to the date change request, we emailed Mr. ******* an updated agreement with the new move dates, for the same price of $1,919, signed by Mr. ******* that same day 5/19/22. We have no knowledge of any agreement with Mr. ******* for $1,800. Furthermore, in Mr. ********* claim he states his final move cost turned to $4,071 for various reasons which he understood, except for the monthly storage fee which Mr. ******* claims went from $250 to $300 per month, and the stair fees. Our records do not indicate that storage for Mr. ********* move was at one point $250 then changed to $300. On the contrary, our agreement with Mr. ******* states that the monthly cost of storage is .50 per cubic foot, and Mr. ********* shipment was 672 cubic feet, making his monthly storage cost $336. Despite that, we agreed to charge Mr. ******* $300 per month for storage from the beginning. Mr. ******* also states he was charged for various steps at a rate of $75 per flight of 12 steps. However, our agreement with Mr. ******* actually reads that the charge for steps is $75 per flight of 7 steps. We hope this clarifies the misunderstanding of the stair fees. We would like to acknowledge Mr. ********* claim with us for his damaged bed. Our claims manager has worked with Mr. ******* to resolve this claim. We have offered Mr. ******* the maximum amount of compensation possible for this claim, based on the level of coverage that Mr. ******* selected. Mr. ******* has declined to accept the monetary compensation. Mr. ******* mentions in the complaint chips to his electric fireplace stand and broken glass, but we are not aware of this incident as the claim we received from Mr. ******* did not mention any fireplace. We also do not transport glass that isn't properly packed. We sincerely apologize for any frustration that this matter has caused. As of today, Mr. ******* has not accepted our offer of monetary compensation for his claim. The offer made to Mr. ******* is still available to him should he choose to accept it. We would like nothing more than to come to a resolution, and we hope that Mr. ******* will reconsider his decision. Unfortunately, we are not able to meet Mr. ********* demands of $1,200 and growing. If you require any additional information, please contact our office for assistance. Sincerely. Management

  Customer Answer

  Date: 03/20/2023

  CASE# ********
  
  ******* ** **********************************************
  
  This was never resolved and someone closed this prior to the response of the company. I reached out 1-2 weeks ago ad left a message for ****** and never heard from him. Obviously the company responded and I replied that their response was unexpectable. The issue isn’t how much or how little I feel that I was overcharged. The issue is they broke my Headboard and I want an exact replacement. They charged me for a professional service, I expect to be compensated professionally and that’s the full price of the headboard and its not 20cents on the dollar. Like I said if I hit your car or broke a window would you expect me to do the right thing? Or would you except 20 cents on the dollar? Hear lies the answer.
  
  ******* * *******

  
  

• Initial Complaint

  Date:02/13/2023

  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 or about Oct 11, 2022, I spoke with Always #1 Moving / ********* ******. After getting a quote of $2275 for approx 500sq ft (after going over all my furniture and number of boxes for a move on January 12. On Jan 9th, received a call from *** at ***e company for final review before pickup. At that time I described my furniture again from chairs to size of sofa & art work. After spending 45 min on phone w/*** my quote went up by approx $500 to $2825. Then they arrived. When all was said and done, after all the furniture was out of my apt the move JUMPED to $4395 with movers claiming I had up to 720 cubic ft. I was also promised by both ********* & *** that my furniture would arrive around the 19th. It arrived by Jan 29, 2023 with only an evening's time to prepare.
  
  When all was said done the price went up another $150 when movers arrived. When all my furniture & boxes were in place in one area of apt it was clear that I did not have 720 sq ft of possessions. It was definitely closer to the 500/515 sq ft quoted, if not less. But in both cases what could I do. My furniture was already on the truck when the price went up and would not be removed if I did not pay in full at delivery.
  
  At no time did ALWAYS #1 customer service assist or call back to numerous calls. When I asked ********* about insurance she told me that I had up to $25G coverage and I asked on the call for clarifications and got "no worries, you are covered over your amount, for sure". While only 1 item was broken ALWAYS #1 informs me its .60 cents/lb w/a minimum of $100 as long as I sign away any rights to complain, review or otherwise ever on ALWAYS #1.
  
  I feel as though I was ripped out and that once they had all my possessions there was nothing i could do. I feel that ALWAYS #1 MOVING took advantage of me both with 2 low-balled quotes and then EXORBITANT fee increases both at pick up and delivery. What they assured me on was not what I received.
  
  As well, I was told credit card was acceptable as my deposit to insure delivery was taken with a CC but at time of pickup driver demanded ZELLE to his personal account (which i refused and made to the company STILL through ZELLE) and then the delivery mover demanded payment to him, as well, not through moving company. I felt I lost any potential for arguing payments once forced with ZELLE by movers and company.

  Business Response

  Date: 03/01/2023

  Always #1 Moving & Storage would like to extend a sincere apology to Mr. ******** for his experience. We strive to provide our customers with an exceptional move, and we're sorry we did not meet those expectations.  In your complaint you stated that you spoke to our representative on October 11th, 2022, and provided an inventory list that came to an estimated 500 cubic feet for a price of $2,275. Several months later on January 09, 2023, our Quality Assurance team reached out to review your inventory once more before our crew arrived for pickup. During this call, the estimate increased by a total of $375, of which $295 were for packing services that you requested from us, and the other $80 for additional cubic feet that we estimated for some items that were added to the inventory. As a company, we have a number of measures in place to ensure that all customers understand how our pricing works prior to reserving their move with us. We disclose all of our terms, verbally and in writing, including that all estimates are based on the size of the shipment, and that if the size of shipment increases, so will the cost of the move. On move day, our foreman assessed the items that were at your location, and informed you that the size of the shipment would exceed 800 cubic feet, in part because of additional items present that were not disclosed during the QA call. Upon your confirmation to proceed, the crew began loading your items onto our truck for transit. Additionally, our dispatch team confirmed at our warehouse that the final size of your shipment was 810 cubic feet. Please note that when measuring the size of a shipment inside of a truck, the measurement is cubic feet, not square feet. Further, you stated that you were promised a delivery date of the 19th, but all of our representatives are trained to disclose that we cannot guarantee a single delivery date, as we have delivery windows in place, since we're a long distance moving company. This is also spelled out in the agreement that you received from us and signed months before we arrived for your pick up. We understand that moving long distance is stressful, and we apologize for any added stress that this move caused. However, please note that your delivery occurred well within the agreed upon timeframes. In regards to insurance, we ask all customers to select from two levels of coverage - Limited Liability insurance which covers .60 per lb. per article for no additional cost to the customer, and Full Value Protection which has higher coverage amounts for an additional cost to the customer. Explanations of our insurance options can be found in three separate sections of our agreement: Liability section, Shipment Valuation and Coverage section, and Basic Valuation Protection section. As for the acceptable methods of payment, there are a number of payment methods that we can accept at delivery, all of which are spelled out in the agreement, and credit card is not one of them. Once again, this information has been in the agreement all along. Additionally, our representative provided you with a separate e-mail on November 9, 2022, listing all acceptable methods of payment for pickup and delivery payments. We sincerely apologize for any misunderstandings related to our fees, insurance coverage, or acceptable methods of payment. If you require any additional assistance, our support team is available seven days a week. Sincerely, Management

  Customer Answer

  Date: 03/10/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 19395776
  
  
  
  I am rejecting this response because the business mentions that there were items not discussed the evening before the movers arrived. That is false. If anything, there was less. Every single item discussed was sent, nothing more or less. As for the size and going over the amount of shipment, that did not happen until ADTER all of my belongings were on the truck. At no time until I was being handed the documents to sign did any mover say to me “you are over by 300 cubic ft.  
  

  I could not dispute that at the time they had my furniture because it would have been an additional charge to bring everything back. As well, the night before with *** on the phone I went over everything with him. I even broke down the number of boxes I had PER size. I described all my furniture from length of sofa to sizes of chairs. I even took two end tables, previously listed, apart to put in one box.

  when entire shipment arrived, it fit in my living room with space to go around it and reach over it. It encompassed a space no larger than 9ft wide x 10ft long. And it was only 5ft tall. At no time did this equal 8”” cubic feet.

  additional, this business opts to say they discussed everything but then opt to ignore it when brought up that I was told by ********* my belongings would be there by 20th. Or that I would be given 48 hours notice to confirm with building for solo use of elevator. I was notified noon day before and not even given a clear window to give to building management.

   

  as for payment, I was told by ********* that credit card was acceptable since she used my credit card for the $509 deposit to begin with. While it may be stated in contract, I do take salespeople and customer service agents at their word.

  why go over all of my belongings to begin with and give quotes that are half the amount of these dimensions aren’t being calculated to inform customer that either they are over or under. 
  

  from the numerous complaints lodged towards this company for the exact ***e reasons, I question their quotes in regards to lowballing so that a customer is forced to use them on a day that does not give them an option to change plans or movers. At that point they have you and your possessions held hostage so you are forced to agree.

   

  as well, I had insurance for my possessions with Always #1. They broke a chair and when I submitted the claim it was only then that I was fully explained the true nature of the insurance. It’s something like 40 cents per lb, which was not explained. When I was told about insurance I asked for it to be $25,000 which *** expressed was perfect for my size apartment WITHOUT STATING that it’s only going to get you a few dollars as opposed to close to full amount back. When I went through the process, I was given a document to sign that for only $100 I would waive all rights to complain or state negative about my experience with A#1. Which was not right because once again I am being held hostage by a company that billed me out of twice the amount they quoted.

  again, I disagree with ALWAYS NOT #1 response. This was a BINDING AGREEMENT that I believe they failed at.

  
  
  
  Regards,

  **** ********

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service 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 RI to FL. They brought our stuff a week late. My jewelry box was missing. I am also missing a black jewelry bag with rings. This box was supposed to go in the car with me, but somehow it got mixed in with the stuff for the movers.

  I contacted *****. I sent her pictures of the box how I got it. She said she would check into it. She indicated they do not check the loads after each stop. There were at least 50 necklaces and my mother's wedding ring. It was worth a least $5,000.

  Business Response

  Date: 02/09/2023

  Thank you Ms. ******* for choosing Always #1 Moving & Storage for your relocation. We extend a sincere apology to you for the delivery of your household goods in FL taking place several days after your desired date. We recognize that we did not meet your expectations and we apologize for that. We pride ourselves in providing an exceptional moving experience to our customers and regret to hear that we fell short of these expectations. As we have previously informed you, we  have no record of a jewelry box or black jewelry bag that you stated are missing ever being handled by our movers or placed in our truck. We acknowledge that our office has received and processed your claim for these items. However, as we have informed you via direct communication, we have no registered record of these items being handled by our movers, or placed in our truck. We're sorry to hear about the missing items, and we hope you will be able to locate them, if you haven't already done so. Our contract states that you are not able to give us, and we accept no liability for jewelry, cash and bank notes, among some other items also listed in the signed agreement. We sympathize for your loss or misplacement of these items, however, Always #1 Moving and Storage does not open customer's boxes, or inspect the contents of customer's boxes. We proudly respect our customer's privacy. We understand that our claims manager has been in communication with you, and we are working towards finalizing your claim. If you require any further assistance, please contact our office seven days a week. Sincerely, Management

  Customer Answer

  Date: 02/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18896366
  
  
  
  I am rejecting this response because: they are all lying and I have pictures to prove it. ***** has pictures also. If you need any of them please let me know. This company should not have anything to do with handling people's personal belongings and should be shut down

  Someone needs to be held accountable and I'm not giving up till so.eone pays me for my losses. 

  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:12/29/2022

  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.

  This moving company lost $4000 worth of tools, damaged/broke flat screen TV and stand. They put china cabinet doors on backwards and left large cardboard boxes in my hallway. They left here without saying a word. The communication has been poor since they picked up my belongings on 12/22/22. They also damaged a door. This gad been the worst moving experience I ever had. Being elderly, it has been very stressful.
  
  Thank you,
  ***** ******
  **** ***** **** *** **** *** ****** ****** ** ***** ************

  Business Response

  Date: 01/09/2023

  Always #1 Moving & Storage would like to extend a sincerely apology to Ms. ****** for not meeting her expectations during the delivery portion of her move with us. Our goal as a company is to exceed our customers' expectations, and we are disheartened to learn that we fell short of that mark with Ms. ******** move. We value Ms. ******** feedback on how our delivery crew handled things at delivery. This valuable feedback provides us with an opportunity to recognize concerns and to fix them. In regards to Ms. ******** claims, she did call our office on December 29th about missing and damaged items. We asked her for some time to locate her missing items, which she provided. We are happy to report that our dispatch department has located Ms. ******** missing items. We are currently working w/ Ms. ****** to coordinate the delivery of these items. In regards to the damaged items, our claims manager is currently working with Ms. ****** to process a claim for the damaged items. Once again, we apologize to Ms. ****** for any damages that occurred during the move. We are working to resolve this claim in a timely manner. If you have any additional questions regarding this matter, our customer support team is available to to assist you seven days a week. Sincerely, Management.

  Customer Answer

  Date: 01/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:12/17/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked Always #1 Moving and Storage because of how friendly and honest the person was who gave me a quote. I was told paying by credit card would be fine. Every person I spoke with until today assured me that I could pay by credit card. Now I'm being told that, since the person who wrote my quote didn't explicitly include a provision to pay by card, only cash or money order is acceptable. If you look over their reviews, that's apparently how they do business. I'm a disabled veteran, so be assured that there's no depth they're not willing to sink to.

  Business Response

  Date: 12/26/2022

  Always #1 Moving & Storage would like to take this opportunity to thank you for your service. We appreciate your business and value the time you've taken to bring this matter to our attention. We would like to extend a sincere apology for any misunderstanding that occurred between our representative and you. All of our representatives are trained to disclose the company's acceptable methods of payment, verbally and in writing. This matter is under review and improvements will be made where needed. However, our terms of payments are in bold letters within our contract, stating that "upon booking, a reservation deposit is required to be paid in the form of ****, ********** or ********. At the time of pick up, 50% of the balance is due in the form of cash, money order or certified check. At delivery, the balance is due prior to unloading in the form of Post Office money order or cash only." We apologize Ms. ****** for the misunderstanding. You are a valued customer, and we are taking your complaint and feedback to improve where needed. If you require additional assistance, our customer support team is available to assist you seven days a week. Sincerely, Management.

• Initial Complaint

  Date:11/26/2022

  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.

  I hired the above company to move my parents from New Jersey to Florida. My salesperson ***** issued a price and sent over the contract. There was never a discussion about insuring the move or a price for insurance. When I looked at the contract it looked like it was covered because where it states, Full Value Protection Amount of Liability: $21,000.00 (Optional), the costs are all marked $0. When my items arrived, most boxes were crushed and the contents damaged. We were also missing about $750 worth of items. Most importantly, an electric lift chair used for my handicapped father. This was noted on the bill of lading when the items arrived. The company offered $132 for damaged and lost goods. I cannot replace the chair with $132. Yes, some of my items arrived, but they are unwilling to replace any lost or damaged items.
  My parents are 84 years old and devastated over losing their items.

  Business Response

  Date: 11/30/2022

  Always #1 Moving and Storage would like to extend a sincere apology to Ms. ******** and her parents for any lost items and frustration that they experienced during their move with us. Our company goal is to make moving long distance less stressful by exceeding our customers expectations, and we regret to hear that we fell short of that. As a company, we do everything we can to ensure that our customers understand our services prior to reserving their move with us. We disclose to our customers all of the necessary information, verbally and in writing, to avoid a situation where any customer feels misled. We apologize to Ms. ******** for any confusions regarding the contract. We understand that there was a misunderstanding regarding the Full Value Protection Amount of Liability: $21,000.00 (Optional) in our contract, which led Ms. ********* to infer that her items were covered beyond the Standard Valuation option that was elected for this move. The word Optional next to Full Value Protection in our contract is highlighted in red to distinguish that this is an option for additional coverage. Furthermore, the Liability section in our contract states that there are two valuation options that the customer must choose from. The contract further explains each option and provides recommendations. We also include another section in our contract explaining Shipment Valuation and Coverage where it states that Full value protection coverage is available for an additional cost at customer's request. Once again, we sincerely apologize to Ms. ******** for any damaged/missing items. Ms. ******** has filed a claim with our company for damaged/missing items. Our claims manager has reviewed and processed Ms. ********'s claim, and offered monetary compensation to satisfy the claim based on the Standard Valuation coverage which was selected for this move. Ms. ******** rejected the offer. At this time our claims manager is still actively working with Ms. ******** in an effort to resolve this claim. We value Ms. ******** and her parents as our customers and would like nothing more than to resolve this claim. Our claims manager will continue to be available to assist Ms. ******** with this matter. Sincerely, Management

  Customer Answer

  Date: 12/01/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18464844
  
  
  
  I am rejecting this response because: As I explained to *****, There was never any discussion of insurance of our items, there were no amounts filled in for the Insurance when the contract was sent. Had there been amounts filled in I could have made a decision about insuring our items. I had the driver sign that the lift chair was not delivered and he told me to file the claim with the office. I was offered $250 to replace a chair that is valued at $1000. This chair is vital to my handicap father's mobility. At the present time my 84 year old mother needs to lift him off the couch and into his wheelchair. They are elderly and on a fixed income. The company should stand behind the service they say they offer and at least be responsible for half the cost of the chair. I can not do anything about the damaged items that had to be tossed in the garbage, I cannot do anything about our missing boxes/bins without having a detailed inventory list of each box, however, this chair was a necessity to my father. Had I known I would have to go through all this I would have been better off tying it to the roof of our car and driving it ourselves. It is unfair to ask the consumer to pay for something that was clearly marked as not arriving. 
  

  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/12/2022

  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.

  We hired this company for moving us from New Hampshire to South Carolina. We got a quote that was low and they said it could cost more as we added boxes. They had us put in a deposit to hold the date. ***** was very nice getting us to sign. A couple of days before we were to have them come for pick-up the amount went up by $2000. We thought this should have been done ahead of this date so we could have changed our minds. Things were added but were fine with the increase as we needed to leave. The pick-up crew was very quick and efficient. That end of it was great. The delivery was a different story. We had a late night delivery, which make the two people tired and wanted to get done and leave. We didn't move that much as we decided to buy new and same on moving cost. It took quick some time to unload and were not happy to pick things together. They needed more help and do understand they were tired. Our screen door was destroyed as it was walked into by the mover. Not sure why he couldn't have seen the door was closed but as I said it was late and they were exhausted. They tried to fix it, but did a poor job of it and said it would be reported. We are missing things, and also broken items. As all movers have to pay with money orders or post office money order so you can't cancel them. They hold you, hostage, trying to get answers and help. We hired them on what ***** told us and how well it would go. We have contacted them at least four times and a couple of times have gotten a call back saying they would send the information for getting insurance on what was lost and broken. We are still waiting. They are great when you are looking to hire someone for moving, but follow-up is at its worst. I would never recommend this company as they have fallen short of what they said would take place.

  Business Response

  Date: 08/26/2022

  Mr. **********, thank you for the opportunity to service your move from New Hampshire to South Carolina. We're happy to hear that you are satisfied with the first half of your move, and we extend a sincere apology for the frustration that you experienced during the second half of the process. Our goal is always to make moving less stressful, and we're sorry that we fell short of that during your move. As a company, we do everything we can to ensure that all customers understand how our pricing works prior to reserving their move with us. We disclose to all customers, verbally and in writing, that all of our estimates are based on the size the shipment, and that if the size of the shipment increases, then the cost of the move will also increase. The reason for the increase in the cost of your move is that the signed agreement from the date of your reservation 6/29 included 58 items for 553 cubic feet, and the updated inventory that you provided to us on 7/11 included 102 items for 884 cubic feet. We thank you for your positive feedback regarding your moving crew. In your complaint you stated that our payment options for delivery include money order, cash and postal money order, which is true. You also stated that moving companies do this so that you can't cancel payment after the service has been completed, but we aren't sure why you would like to be able to cancel a payment you made for a service that was rendered to you. Our office attempted to reach you for two days to make your delivery without any response. On the third day we were finally able to reach you to complete the delivery. We sincerely apologize for the damage that occurred to your screen door during the move, and that we weren't able to repair it onsite. Our claims manager is currently working on your claim. Once again, we extend a sincere apology to you for any frustration that this move has caused you and we are presently working on your claim. If you have any additional questions or require further assistance, our customer support team is available to help you seven days a week. Sincerely, Management

  Customer Answer

  Date: 08/30/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 17707561
  
  
  
  I am rejecting this response because: it isn't resolved. You sent an inpersonal email stating what needs to be done before you will resolved this. You are not working on our claim

  as it hasn't been sent in. I will consider this resolved when an agreement is reached.
  
  
  
  Regards,
  
  
  
  **** **********

  Business Response

  Date: 10/10/2022

  We understand that Mr. ********** has rejected our response because his claim is currently still being processed by our claims manager. Mr. **********, we thank you for your patience, and we are working towards having your claim resolved soon. If you have any additional questions or require further assistance, our customer support team is available to assist you seven days a week. Sincerely, Management.