Complaints

This profile includes complaints for A & E Relocation Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A & E Relocation Services

  3308 Hogum Bay Rd NE # A Lacey, WA 98516

• 

  A & E Relocation Services

  8535 Commerce Place Dr NE Ste B Lacey, WA 98516-1367

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:06/29/2023

  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.

  Hired A & E Relocation Services to move me and I was lied to all through the process. They told me they would take great care in moving my belongings. ************************* (KM), the Coordinator stated my things would be wrapped in clean blankets and new boxes as I did not want them putting my stuff in used boxes. I told ******************* (JT) during virtual inspection that my lawn mower was brand new and he assured me it would be well taken care of. KM assured me that they have never had any problems with claims or damage, which was a lie as there are ****** reviews regarding same issues. Movers arrived with a tiny truck with my things crammed into it up against the sides without cushioning. Movers unloading stated multiple times they had never seen anything like this and that it was not packed like it should be. My picnic table was jammed up against wood (they said that was wrong). My new electric mower (one month old) was buried under a large dog crate (see picture) with a heavy futon frame leaning on all of it including a leg of the frame most likely jammed into mower. My file cabinet, lamp, picture holder, bookcase picnic table, 2 outdoor chairs, ironing board cover, area rugs and personalized dog bed among other items were all damaged. Items not damaged were filthy dirty even though KM stated it would be in a clean truck and that she was noting to use clean blankets for wrapping items. (see pics-filthy blankets) They used my towels, rugs and toilet paper to cushion, thereby ruining these items. I refuse to pay someone to clean rugs when they did not even put them in a box. Many boxes had stuff thrown in with cords from lamps, fans and other items tangled in all my belongings. JT and KM are making it extremely cumbersome and putting me through undue hardship as a means of harassment and making it as difficult and impossible given the EXTENSIVE amount of damage. Damages are over *****, paid them *****. I demand a refund of $3,000 for damages, time and undue stress.

  Business Response

  Date: 07/03/2023

  Dear ***************************:
  
  We would like to apologize that your move was not completed without the need to request a claim form. We assure you that this is not our standard way of operating. A&E Relocation Services, a proud agent for Mayflower, cares about their customers belongings and strives to make their moves as pleasant and smooth as possible. Mayflower has a claim department dedicated to settling your claim for lost and damaged items. We encourage you to file a claim at your earliest convenience. Should you have any questions or concerns regarding the claims process, please feel free to contact the claims department at ************.
  
  Thank you, 

  *********************;

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20257013
  
  I am rejecting this response because: Your response is completely false.  I received a claim form which should be used for minor accidental damage.  I have between 25 and 30 items damaged or completely ruined and the entire load was completely filthy and unsanitary.  I threw out most of my food because the packing was so disgusting. It was a complete disaster.  This can be nothing less than deliberate destruction and vandalism of my property.  This was far from a professional job. I have spent 2 weeks on cleaning things up, documenting and filing memos.  ******************* as well as ************************* lied to me repeatedly and are creating undue stress and making this ****** cumbersome.  I demand a refund of $3,500 for damages, cleaning, time and stress immediately.  The representations made to me about your services were not only completely misleading but considered deceptive business practices and possibly fraudulent.

  Take a look under the guy in green shirt's elbow and you can see the wheel to my brand new lawn mower purchased on 5/18/23 and used once. It is not covered or protected, is smashed by a dog crate with a heavy futon on top of it.  It now will not start either and is all scratched up. If you think I am going to accept 60 cents on the dollar for this type of mistreatment of my items, you are sadly mistaken!! This is nothing short of vandalism and your company will reimburse me full amounts for damages.

   

   

   

   

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

  Business Response

  Date: 07/13/2023

  Dear ****************,

  We thank you for filing your claim for loss or damage. We are confident that Mayflower's claims department will be able to assist in reaching a fair settlement for your claims for loss or damage. Please do not hesitate to reach out to your adjuster with any further questions or concerns regarding your claim. 

  Thank you, 

  A&E Relocation Services / Agent for Mayflower

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20257013
  
  I am rejecting this response because:  Telling me to file a claims with a complaint department when 90% of my belongings were deliberately vandalized and damaged is laughable.  I could have bought all new items for the amount of damage and complete destruction of my items. 

  Your response has no merit for what your corrupt company has put me through and, if this is how you move people, your company should be shut down.   I will demand a full refund of all of my claims within one week after the inspector comes out. Should that not happen I will also be requesting that the ** do a further investigation of your company due to past claims and business practices similar to mine which clearly represent violations of consumer protection.

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

  Business Response

  Date: 07/28/2023

  Dear ****************, 

  As an agent for Mayflower Transit, we do not handle claims at our local agency level. Claims are handled by Mayflower's home office. We will forward your concerns over to your Claims Team. An inspection of the claimed damages was performed on Tuesday and we are hopeful the inspection report will be submitted to your Claims Team soon so that claims settlement can be reached. Should you have any additional questions or concerns regarding your claim or claim settlement, please do not hesitate to reach out to your claims team at ************. 

   

   

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20257013
  
  I am rejecting this response because:  Your claims process just like your company is a complete sham.  Not surprising that you pass the buck to someone else.  I am not writing you any more and am focused on ensuring that the Attorney General investigate your corrupt business practices and that your company is held to account for treating many customers as I have been treated.   

  At this point, I am done trying to reason or negotiate with dishonest people.

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

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 to move us from *******, **. to *****************, **. The move occurred over a three day period from Sept 12 through Sept 14., 2022. There was miscommunication from the start. We were never told that we had to remain in the house after they started packing, because of issues in the past with this company related to liability and missing items. That should have been a red flag. This caused us to have to redo hotel reservations, etc. They did not send enough help to pack on the 12th. Two people were there until after 8:00pm and they had to call in ************ in the evening to try and finish. They did not. The company arrived on Bainbridge on 9/14 and promptly turned around and brought all of our stuff back to *******. Our buildings elevator had just broken and we werent aware of this. They gave us no time to troubleshoot the situation. This left us essentially homeless until we were able to find another company that could do stairs. This company washed their hands of us. They are now trying to charge us another $714 for not being able to deliver goods, etc. We were able to find a nearby storage unit for our things within about 10 minutes of the movers leaving. They gave us no opportunity to do this. We have many missing items and some broken ones. I have asked for a claim form three times now. Turns out it was mailed to the storage unit instead of our new address. Why would they do that? We feel this is a scamming situation and a company that should be avoided. Possible shady business practices and extremely poor customer service. This company cost us $6000 in extra fees, staying in hotels, etc., while we resolved the situation.

  Business Response

  Date: 10/31/2022

  Dear ********************:

  It is standard procedure for our clients to stay in their home throughout the entire move process should the crew have questions regarding what stays or goes as well as to sign paperwork at the beginning and end of the day. This policy has nothing to do with liability and missing items. We take pride in our hardworking crew members.They are all long-term employees who have been thoroughly background checked. We apologize for the inconvenience the broken elevator at the condo caused for delivery. Should you had reached out and advised what within 10 minutes of the crews departure that you were able to secure a mini-storage facility, we would have gladly turned them around to make that delivery.Instead, delivery was rescheduled for a later date when the elevator was scheduled to be fixed. Upon arrival on the rescheduled delivery date, the elevator was still not in working order, so you opted to have your goods delivered to a local mini-storage facility and hired another moving company to complete to final delivery instead of rescheduling delivery to when the elevator was up and running. A claim form has been both mailed and e-mailed to you on several occasions dating back to October 5th. Please be sure to check your SPAM folder as sometimes the e-mail winds up there due to the *** attachment.Our apologies that the claim form was sent to the destination address, which was changed to a mini storage last minute. We do notate this and obtain mailing addresses, but this was missed in this circumstance and for that we sincerely apologize. This is why we send claim forms through multiple platforms such as e-mail and ***** We offer our sincere apologies for the inconveniences the broken elevator created upon delivery. Unfortunately, this circumstance was out of all of our control and we did our best to work with you during this stressful time. 

  Sincerely, 

  A&E Relocation Services 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18200159
  
  I am rejecting this response because: their version of what happened is different than mine. Also, I asked for the business to dismiss the $700 and some $ charge for undeliverable goods. This was not addressed by the business. We were not given a choice as to when the moving company returned our goods. We were told that they would deliver our goods on Mon. Sept 19. to our storage unit. We never told them the elevator would be fixed by then, as we didnt know when it would be fixed. It ended up taking 3 weeks to fix. Their intent was never to move us in on the 19th.  This company washed their hands of us. They refused to do a move in by stairs, so we had to hire another company, which cost us an extra $3000. They never offered to return after the elevator was fixed. 
  
  They are refusing a claim for broken and missing items until account is paid in full.( See attached email)  We are quite sure that theyll deny the claim anyway. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/21/2022

  Dear ********,

  
  We apologize that you do not agree with our response. We keep detailed notes of all communications between our clients. Delivery was scheduled for September 14th. You reached out to advise that the elevator was broken at destination. We advised that we would need access to the elevator due to your residence being on the 3rd floor and your household goods weighing closing to ******#. It was mutually agreed at this time that delivery would be pushed to await elevator repairs. No delivery attempt was charged due to advanced notice. Delivery was then scheduled for Thursday, September 15th but again, the elevator remained broken. No delivery attempt was charged due to advanced notice. Delivery was then rescheduled for Friday, September 16th. Our crew arrived in ***************** to find that the elevator had still not been repaired. Due to the elevator being unusable, a delivery attempt was charged as our crew traveled from *****, ** to *****************, **. Full and final delivery was made on September 19th to a mini storage facility upon your request.While we understand and empathize that the elevator being broken was out of everyones control, an attempted delivery is still a billable service which you accepted and agreed to in writing. By law, claims for loss or damage must be filed in writing, after all legal charges for your move have been paid. Should you have any questions regarding the claims process, please do not hesitate to reach out to our Claims Department.

  Sincerely, A&E Relocation Services *************

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18200159
  
  I am rejecting this response because:This is the same response I got from this business, that I rejected on Nov. 1. Nothing has changed. My response is the same. It remains unresolved. 
  
  Sincerely,
  
  *******************************