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:07/30/2024

  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 July 15, 2024, I engaged A&S Moving Svcs for a 1-day job to pack/load a 26' U-Haul truck. However, due to the workers' slowness, I had to employ them for an add'l day to complete the job. Being charged hourly, I expressed my concerns to the owner, *****, who acknowledged the workers' sluggish pace—*** being 68 years old and **** known for his slow work—and offered a $200 refund, which I accepted.
  
  I followed up on July 30th when the refund check failed to arrive by mail. ***** answered and informed me ***** had withdrawn his offer of the $200 refund due to a 3-star review I had posted on Google. ***** got on the phone, was disrespectful to me and terminated the call. In response, I revised my review to 1-star and am now seeking assistance from the BBB to address this issue. Initially, ******* offer of a $200 refund acknowledged his company's subpar service. Given the subsequent events, including his admitted shortcomings, breach of trust, and poor customer service, I am compelled to seek a more substantial compensation.
  
  Here is a copy of my google review update:
  
  Update 7/30/2024: Today I called A&S Moving Services and inquired about the $200 refund check (mentioned below in the original review). I first spoke with ***** and then the owner, *****. ***** said ***** rescinded his offer to send me a refund check of $200 because of my 3-star review. ***** then got on the phone and said in anger, he "was in the service and respect goes a long way buddy" and hung up. If you want to know what kind of customer service you will receive from A&S Moving Services if you have a concern or complaint...you now know.
  
  Therefore, I'm changing my earlier review (3-star) to the lowest recommendation (1-star) because of a lack of integrity, poor customer service and disrespectful behavior by the owner, himself.
  
  Original Google Review is online (under A&S Moving Services Reviews)

  Business Response

  Date: 08/14/2024

  This order was booked for 2 men labor only to load the customers rental truck. The Mr. had mentioned he may need a little help with packing the kitchen and a few misc. things. We typically do not offer packing services on labor jobs, but since we were told it was minimal we agreed to help with the packing. Upon arrival the crew realized there was way more packing needed then we were informed about. There was a actually an entire room filled with China, which is time consuming to protect and pack .In the interest of customer service, our crew rolled with the punches and helped finish up the packing.   At this point the scope of the job had been changed and it was physically impossible to complete in 1 day. The additional packing required more materials, and the Mr. Had to make multiple trips back and forth to uhaul to get additional supplies. This did slow down the crew waiting on
   materials. But yet again the crew adapted and completed the service. In the end we even waived both days fuel fee to accommodate the customer . We spoke with Mr. at the end of day 1 and he said he did have alot more packing than he realized and requested the crew come back out the following day to assist with the loading. We were booked up, but moved some things around and the crew returned the next day and finished the job.
  
   The chain of our care,custody and control ended when the door was closed at the loading location, since this was a labor only order and we did not transport or unload the items. We are not liable for any transportation related damages.The customer drove the truck to Texas and it was unloaded by someone else. When.Mr. Called to discuss the extra time and expense, and damages, In the interest of customer satisfaction we agreed to settle all the complaints for $200. We believed that both sides were in agreement, until the following day we woke up to a very long misleading 3 star review posted online. The review unfairly pointed out our perceived flaws, with out taking accountability for their changing of the scope of the services which led to their perceived service failure.The unmeasurable damage to our reputation and subsequent financial losses as a result of the review( and the later
   revised 1 star review) far out weighed the $200 settlement we had offered.The previous agreement we had reached had been materially altered and at that point we recinded the settlement agreement. The services we were originally contracted to perform were completed and would have been done in a timely manner, but for the fact the customer changed the scope of the order to include an excessive amount of packing labor which did take additional time. The customer was charged for the actual time spent and services performed. Any refund would be an unjust enrichment for this customer, as he did receive the services, and the time was spent completing his move.  We will not offer any further refund or settlement to this customer.
  

  Customer Answer

  Date: 08/20/2024

  
  
  Complaint: 22066905
  
  
  
  I am rejecting this response because he misrepresented the facts:

  He said they “typically do not offer packing services on labor jobs.” Their Facebook page says “we offer full packing and moving services“

  He said there was “an entire room filled with China“ It was a kitchen where some of the cabinets had China. Not an entire room filled with China.

  He stated the China was “time-consuming to protect and pack.” He added “at this point. The scope of the job had been changed“ The fact is the scope of the job had never changed. It was exactly the same as the first day I called. But how is he to know the scope of the job when he didn’t even come out to the house to assess it?

  The owner openly confessed that he knew his workers were slow, but yet he is attempting to deflect blame on the customer. This is unacceptable.

  
  ***** *****