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:01/31/2023

  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.

  Virginia All American Movers made my move from my house first to their warehouse and then from their warehouse to the apartment *************** ** where I do live temporarily during the construction of my future house, which is not ready to move in yet. The movers made multiple dents, scratches and damage to almost all my wood furniture, damages which were documented by pictures taken by myself and their main employee during the moves. They still own two of my pieces despite the promise by *** ****, the owner, to deliver them…personally if needed…. This is called stealing in my language….Despite certified letters, multiple emails, telephones calls that were never answer or follow up, I am still waiting for that delivery and the repairs of the wood furniture they damaged. I am getting out of options really. I am ** years old, used different moving companies for multiple moves, including from ****** ****** to *******, from ******* to ******** ****, **, and then back to ***, ** and smaller moves in between. Never ever has someone been so uncooperative and never ever were any of my pieces damaged this way before. This company is unreliable, unsafe and refuse to accept or take their responsibility. The first move was to held my belongings from my house into their storage and then from there to my house. I discovered by accident they had put all my nice furniture in a garage, between cars…….piled up without protection…which I have proves since I took multiple photos from my phone during that discovery. After this discovery, I searched and rented the biggest apartment I could fine and they moved all into that apartment and into 2 heated storages since I could not put everything in my apartment. I paid a total of $8424.55 for those 2 moves, which is pretty expensive for having all my wood furnitures damaged and no offer to pay repairs by the owner. I am upset and really disgusted by the way this company treats clients.
  Respectfully,
  ****** ********** 

  Business Response

  Date: 02/02/2023

  *** **** has not been with the company since July ****.  We have his company **** and received no calls from this person on his cell.   He email also has not been active since July ****.  ***** is reaching out to this customer today to get more information.

  Customer Answer

  Date: 02/03/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good morning, I made a complaint about Virginia All American Movers, *******, Va Complaint number is ********, my name is ****** **********, ** years old. First I need to inform that French is my first language and that I am not very knowledgeable with the internet. I do only basic things. I read the answer of the company. I have to disregard that answer. First *** **** is still the owner and president of the company, from what I know, he took a new job since July only, so He got many emails with pics of damage, and phone calls from me about those and about the missing pieces “before” he took that job and never dare to give me an answer. I even sent him recently a certified letter to his new job, and still no answer.“*****” never called or emailed me yesterday….like it is written on their answer. And I also sent emails many time to ************************ which is the company email address, and never got any email back……********, their main employee, and who was the one in charge of the second move from their garage….warehouse to ***************, took multiple pics with his phone at the same time I took pics myself during the offloading of their trucks, and he told me that he did show those to *** ****, but *** **** never got back to me. I sent him my pics myself in December ****, so right after the move and never got anything from him about that. When they did the move to ***************, they had a few pieces that were “not even mine” and I had to told them to take these back with them as they didn’t belong to me. So you really wonder if some of mine could have been delivered elsewhere……This company is dishonest, unreliable and don’t answer anything, so totally ignore the client, once they have been paid…….which is for them, the only thing that counts. Their words are worthless.They still have some of my pieces in hand and they need to deliver them. I drove back to ******* beginning of **** and saw “my long top in one of their office hallway”, with the same ******** as a witness.I am missing other pricey pieces also, but since some boxes were put in a storage during the move, and are still there untouched until completion of my new house, which won’t be before at least April, there is no way I can be sure if they are missing or not. That includes dvd and CD players, a piece of a very expensive artwork that I bought in ********* with my late husband during a trip back in the ****s, an old vintage wood duck, a champagne sterling container bought in **** during another trip, parts of la ps, either shade or base, etc…..When they did the first part of the move, one of their employee left suddenly with his truck half full and the back door OPEN……  I saw it from my back porch where I had a direct view of the road, and informed the other members of the crew so they could call to have him stop and at least close that back door, so that my stuffs would not fall from the truck….I will email you many of the pics I took, but will have to do it with many emails, as I can’t put everything in one.There was almost no protection pads put over my wood furniture pieces during that first part of the move to their warehouse,  so no wonder almost all the tops and sides were scratched…..None of my mattress were protected either, and they put them on the floor of their garage with nothing under, so when they were delivered, they were dirty. I made multiple moves, ****** ****, ****** to ******* in ****, ******* to ******** **** in ****, ******** to *** in ***** and never had any problem with my furniture because the companies were using protective pads, plastic bags for my beds, plastic wrapping around my coaches, etc. I even moved around a Steinway piano that survived perfectly all those moves…..by chance I sold it before Virginia all American did my last move to ***************….Really, I am out of words to describe that company except to say to everyone not to use them. Pics will follow. Sincerely,****** ********** 

  Business Response

  Date: 02/10/2023

  Mrs. **********,In regards to your complaint...*** **** is no longer affiliated with our company in any way.  When he left in July ****, no information in regards to your move or complaint about your move was presented to us.Also, you should know that ******** left the company in May ****! He, like ***, never left any correspondence with us in regards to your move.  We have located your "long top", anything else that you KNOW you are missing, please send us a list and we will look through our lost and found and will be happy to get them returned.*** ****

  Customer Answer

  Date: 02/13/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good morning, I read the answer from Virginia all American movers. It is pathetic…..to say the least. So even after having my long Top in their office hallway at **** ***** **, which I saw during a visit and ******** their employee at the time was present,  and having been asked many times by me, “when it would be delivered” after promises made it would……suddenly after 14 months they have located the top…!!!! Ridicule and indecent answer….Plus they did admit the antique table had been damaged, both in an answer email from *** **** in “December” to my own email, where he explained their repair guy would do the repair and I would not see the difference after, and by phone in “January when I came to ******* and stopped by their **** ***** **** building and called the number listed, and talk with ***** *******,  their office manager, who told me the repair guy had a death in the family and the table had not been repaired yet but would be. Quite Bizarre that I saw in another complaint against Virginia all American movers, that exact same answer about the death in the family…but in “March” then….So WHERE IS MY TABLE…….I have sent multiple emails to ************************ about all the damages, missing pieces right after the moves, many times to both *** ***l and Virginia all American movers in the same email. I also sent a certified letter to both *** **** and Virginia All American office on **** ***** Dr, *******……..about the missing and the damaged pieces. I did enter into contract with Virginia All American Movers for my moves and the payment was made to Virginias all American Movers and NOT to *** ****. *** **** was the representative who came to my house for the estimate. Therefore *** **** not having interest anymore in the company ( but still showing as owner on the BBB website….!!!!!?????) is totally irrelevant. He was at the time and virginias all American movers was and still is the business responsable for the missing pieces and the extensive damages to my wood furniture. ******** having left the Company in May is irrelevant also. Both departures have nothing to do with the facts presented, which are  that I am missing pieces including the Top and Table which the company knew all along since the beginning and still never delivered.I have multiple Heavy and Very pricey wood furniture Pieces damaged and they need to have them ALL repaired or pay 0.60 per pound per contract and their obligation under the law.I will forward to the BBB more pictures of those pieces.As far as other pieces still missing, like I already explained they could be in the boxes left in the storage where your employees put them but I can’t check before I have that storage emptied and could open those boxes. This is a partial list:-Lamp black Hand Made Shade made in ******, I received the base but nothing else.-Salmon Pink Lamp Shade, I received the base but nothing else.-White Lamp Base, I received the shade only.-Metal Lamp Base, I received the shade only.-Base of a Very Expensive limited piece of Art from **** ******** made at the ateliers of **** **** Studio, and bought in ********* during a trip with my late husband in the ****s, and showing the canals and the boats longing the houses. Picture of certificate of authenticity and missing piece will follow.-Metal Sculpture of a white support for wine bottle and glasses that I bought at an art show In ********. Pic will follow.-White ceramic containers for Tea and Coffee, that are part of the set for tea,coffee,flour, sugar. I received the flour and sugar ones.- Champagne sterling container with its base, like in French restaurants, and bought in ****, ******, during another trip in the ****s.-Vintage trumpet piece in brass,-Vintage Wood Duck, pic will follow.- DVD and CD players (Lg and Panasonic)- white wood bread container-trays.-etc, will know when I’ll be able to open those boxes.Respectfully,****** **********  

  Business Response

  Date: 02/17/2023

  Ms. **********,We are sorry that you are unhappy with our response, but it seems you don't fully understand the situation.  When *** and ******** left the company, they left no correspondence regarding any type of issue with you or your move.  We had no idea that you had any types of problems at all. We knew of no pictures of the damages that you are claiming you incurred, nor do we know when these pictures were taken. We also were not told who the "long top" belonged to. Being that neither one of these two employees have worked for the company in over 7 months, this situation is new to us. Obviously, you have not tried to resolve anything in at least the last 7 months because we did not hear from you until you filed a complaint with the BBB. Yes, we do have a "long top" in our warehouse and will be happy to return it to you if in fact it is yours.  As far as the "missing" items you are claiming, they cannot be considered "missing" when you have not unpacked from your move in December of ****. It clearly states in your contract with Virginia's All-American Movers that you have 48 hours to place a claim for lost or damaged items. We are far exceeding that time frame.  At this point, we are out of options in regard to rectifying your situation, outside of returning the "long top" to you.Thank you.

  Customer Answer

  Date: 02/21/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   Good morning, That answer is an insult and everything written is incredible and BS….. In **** i wrote multiple times to ************************ about all the problems from the 2 moves they did. I kept all those emails on my computer…..and I have forwarded to the BBB some of those exchanges between me and *** **** “AND Virginia all American moving”. The first email I sent about the missing long top with a picture of it, is dated December 25th 2021, *****so INSIDE the 48 hours period since the last move from their garage to *************** was done  on December 23th 2021*****and then many photos of all the furniture wood top damages right after, so still December 2021. ******** TOOK PICTURES AT THE SAME TIME I TOOK THEM!!!!!!!! And DID SHOW THEM TO *** ****…..according to his words……!!!! He was Virginia All AMERICAN Movers main employee at the time and I am certain you still have his phone or email address to contact him. For your info……One of the multiples pictures I took in early December inside your filthy garage warehouse on **** ***** Dr, where all my belongings were put “temporary after the first move from my home to that warehouse garage” , and that were sent to the BBB and are part of my complaint “most appear on the BBB, just check yourself” ……shows ******** in the garage standing beside my belongings but was not posted on the BBB website because of privacy reason….but that pic is REAL and the BBB has it……and we clearly see ******** standing just beside my belongings…..and now you would like to think those pictures I took and are part on my complaint are FALSE……that is outrageous and incredible……!!!!!! That day of December 2021, between the first move and the final move, when I realized where my belongings were put…..I thought I was in an “Horror Movie” and was so distressed that I couldn’t sleep for days……and start looking for a solution to have everything moved out ASAP, including renting a bigger apartment and some storage if it would not be enough…which I did…..but at what cost…..my apartment plus those 2 storages have cost me $******* per month since end of December 2021, the day I finally had everything moved out of your garage BY YOU….Virginia All American Movers CREW and delivered to ***************………. PLUS *** ****, the listed owner and president of the company at the time, emailed me back about the facts I saw my Belongings in the Garage and the damage done to my table and that ******** had informed him about my reaction from seeing all my belongings in that filthy garage beside two cars……. I have that email……..and so does the BBB….. I will request the BBB to send you that picture of ******** beside my pieces and that they also includes the *** **** Email answer on their website about my complaint,  or I can forward these to you directly if I get your email……actually the only emails addresses I have are the “OFFICIAL company email”….., plus *** **** email address  (and I found recently the ***** ******* email address to whom I already forwarded some of those directly) as I presume you probably already know…..or not, since it looks there is NO communication between the members inside the company….. I got sick right after the moving day of December 23th 2021 because none of the employees were wearing masks despite the danger of Covid and my age….and one was coughing…..and I got too sick to drive to ******* immediately and check myself again on that garage, so I sent many emails to *** **** ****AND**** to ************************, which I must repeat, is the official and ONLY email address of the company, and now Mr **** is trying to turned around the FACTS……and deny those or pretend he knew nothing …..when he was one of the owner at the time…..according to the facts. I did talk on the phone with ***** *******, their manager and still an employee, when I could finally drive to ******* in January 2022 and go to the **** ***** Dr office, and I told her about the multiple wood damages, and she is also the one who inform me the repair guy they were using for wood repairs had a death in his family and that my vintage round Table had not been repaired “yet”………so I could not get it back with me that day….. I made another trip to ******* not long after, and “I SAW with my own eyes “ in presence of ********, my long furniture top in the hallway, just facing the door of the **** ***** Dr’s office….so quite difficult to miss…and also difficult to believe your previous answer stating you FINALLY located it……after 14 months of having it in your face…..!!!!! and then was told AGAIN that it would be delivered ASAP because it was too long to be put in my small SUV that day.  I am still WAITING…..despite many recalls by emails to ************************, the only OFFICIAL email address.  Plus Nobody answer phone calls at the ###-###-####, I tried it many times……..and know it for facts…… ****** I forwarded some of those emails to the BBB and will Ask for these to appear on my complaint form*****i will forward them more proves and I will ask the BBB to post them on my complaint. Mr **** was listed as an owner as well as *** ****  for years….and now he seems to think that he is responsable of that company only since *** **** started his new job…..what a joke! Where were you before……. I need my long top missing AND my “REPAIRED” vintage round Wood Table also missing, to be delivered to me IMMEDIATELY and to be paid the mandatory  $0.60 per pound for all the damages on my wood furnitures as per the contract and the Virginia RULES /OBLIGATIONS Of MOVING companies, for damages done by Virginia All American Movers company during the moves they did……!!!!!!  Respectfully, ****** **********  

  Business Response

  Date: 03/16/2023

  We will be happy to deliver Ms ************ long top at our earliest convenience.We will give Ms ********** .60 cents a pound for damages to her pieces.  In order to work on a resolution for her, we would require pictures of the entire item, not just the damages.Thank you!

  Customer Answer

  Date: 03/17/2023

   I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I sent an email this morning to the BBB with my explanation of my rejection. Here is a resume of my thoughts to their last response. The business is addressing only part of the complaint, so only the delivery of one of the two actual known pieces missing that were kept by them, and……at “THEIR” convenience….which means probably never when considering i have asked for those missing pieces for months previously ……..with no answer from them…..before that complaint, and now they are talking of just delivering one piece instead of both….….WHERE is my vintage round wood drop sides butler table…!!!!
  They want more pics, I have already forwarded the pics to the BBB, so the BBB needs to download them or send the email to the business . Plus their employee at the time,  meaning the one in charge of the last move from their warehouse to my apartment and to storage for the overflow, took pictures himself during the delivery process, at the same time I took some myself, and he confirmed he did show the pics to the business back in December 2021…..right after that move….So the business knew about the damages to many of my wood furniture pieces both from an email sent to them by me “inside the 48 hours” they argue is “their rule….” when in Virginia the delay to report damages is much longer…..and from their employee own report….Finally any other missing pieces after I can access the storage and open the boxes the company packed themself ( the move included packing) and left in that storage will need to be addressed. Those boxes have been untouched in that storage since being put there by the company employees.i will be able to open those boxes only around the end of April, and I already made and forwarded to the BBB a partial description of the important pieces or parts of pieces possibly missing.
  Regards, ****** **********

  Business Response

  Date: 04/06/2023

  Ms **********,In order to proceed with a resolution, we will need CLEAR photos of the scratched items, not just pictures of the scratches!I will have someone contact you to make arrangements to get your "long top" delivered.Kindly,Virginia's All-American Movers

  Customer Answer

  Date: 04/11/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  To repeat ….again…..what I wrote many times since the beginning of my complaint, you need to deliver immediately BOTH my long top and my Vintage Round Wood Butler table, that you have kept since December 2021 without  any legal right to do so….and with clearly no intention to return them to me before my complaint to the BBB as I sent many emails as reminders about those  and a certified letter to the business address…..you keep trying to push away the solution by asking more pics or etc…..just to gain some time….before the paiement for damages and the delivery of those two pieces that belong to me, and I will repeat again…. This is called stealing in my language.if my vintage round wood butler table has disappeared or was lost……on top of having been all damaged during the first moving…..then admit it and pay for its replacement….!!!!!!So say clearly what are your intentions and stop turning around the pot…..like we say in French…..”arrêtez de tourner autour du pot”.To my eyes, Virginia’s all American movers represents certainly one of the most dishonest company I have ever had to deal with.  Regards,
  
  ****** ********** 

  Business Response

  Date: 04/14/2023

  The approximate weight of the damaged items shown is 525 pounds.  This brings the total to $315. We have the long top, but as we have stated in the past, we are not aware of any round wood top table.  

  Customer Answer

  Date: 04/14/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have 11 wood furniture pieces of different weight and dimensions that have damages……plus the vintage round wood butler table that you seem to think you don’t know about ….when the company and ***** ******* and *** **** knew about that problem since December 2021 with emails between me and the company and *** **** to prove it and pictures taken In Your warehouse……575  pounds is totally wrong and I will never accept that ridiculous price. With only the 2 biggest pieces shown on pics sent, this would be already over 500 pounds……so add the 9 other…… my belongings on the first inventory sheet statement dated 11/16/2021 indicated a weight of 13105 pounds…..So do the math correctly this time and FIND my vintage round butler Table. Maybe you should contact ******** or *** ****……And DELIVER that long wood top immediately. I am moving out of my apartment and in my new house very soon and I NEED that long top….that I keep asking for and that you have in hand…
  
  Regards, ****** **********