Complaints

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this business to move my items across the country. The date they were supposed to move my items was 7/1/24. In conversation with the man that booked my move, he guaranteed a pick up date of July 1. Due to this guaranteed date, I booked a flight for July 2, and for my vehicle to be picked up to be shipped by a different company on the 1st of July. I paid a deposit on my vehicle, and also paid for my flight in full. I also broke my lease to move out on the 1st of July. On June 28, 2 days before my move, this company called me and said they would now be coming on the 3rd. Calling me just days before this move gave me virtually no time to source a different company that would be available to move me on the 1st. So I had to acquiesce to this company coming on the 3rd. Due to this change, I spent $1200 out of pocket to change my flight, my car shipping, and to stay 2 extra days in my unit. I called Adams moving and storage in an attempt to discuss how they can assist me in possibly giving me a break on the full payment due to their mistake in booking that cost me all of that out of pocket money. I called asking to simply speak to a manager. That was on July 1st. Its now July 26, and I have attempted to call asking to speak to a manager at least 10 times. Every time I call they say a manager will call me back. No manager has called me back. That is extremely negligent and bad business on their behalf. They are going to collect the remaining balance from me without even giving me an opportunity to speak with a manager about the trouble I have faced due to them. Not to mention, I was guaranteed a drop off date by the 21st of July. Again, it is now the 26th of July and they still have all of my belongings and they have not been delivered.

  Business response

  08/06/2024

  Dear complaint handler, 

  All  long distance moves are booked with a 2-3 day PU window, especially at the end/beginning with each month. We are investigating why the pick up window was done in this manner.  We called days before the move to advise that we could not make the pick up on August 1st, we gave her a chance to search for other options but decided to stay with us for her move. We recognize that changing the date mustve changed the customers agenda and we offered a courtesy discount for the change, the customer called multiple times requesting a bigger discount. Any traveling arrangements, flights, or expenses are the customers responsibility and we cannot be held responsible. Georgia Ring is essentially asking for a free move, shes requesting a refund for more than the cost of her move. We can see that your request was escalated but no further discounts were approved. We can honor the $100 courtesy discount originally offered with the date change, thats something this is totally doable and add another $50.

  In reference to your delivery, we cannot guarantee delivery dates, this is stipulated in your estimate and contract, not to mention, this is advised during the ***************** Call prior to your move (please see this section of the contract and paperwork attached). The goods are shipped out in a shared semi truck with other loads heading in the same direction, the delivery date *** depend on several factors like the drivers log book, other pending deliveries and unforeseen events/weather conditions. We do not take any promises given to our customers lightly but all Terms and Conditions are disclosed prior to the move to avoid any confusion or false expectations. Not to mention, we continuously kept in touch with the customer about the delivery status, on July 22nd we confirmed that per the driver her delivery would be that Sunday/Monday. It is important to mention that the delivery was completed within the stipulated time frame on the contract.

  All the best!

• Initial Complaint

  11/26/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired Adams moving and storage (***********) to move my home from WA to AZ on 5/29/23. I paid this company $7119.49. I paid $3157 at pick up via cashiers check. The 2nd payment of $3512.49 was demanded of me in cold hard cash on delivery day (holiday) 7.4.23. When the movers (******) arrived I disrespected immediately about the balance payment needing to be in cash. who carries thousands of dollars in cash? especially when the company instructed me to provide the cashiers check, which I had. They slammed my items around trying to put everything in my garage to block me out which would have made moving a nightmare. I am a single, senior citizen of *******. It was so intimidating to be yelled at by ****** that I had to call a neighbor because I was afraid. They scratched up my floor in several areas which he (mover) took photos of, including putting a hole in my freshly painted wall. I felt dismissed horribly and I was having to unwrap and work when I was promised white glove service. They had me and my neighbors sweating in 100+ degrees on a holiday. I was humiliated and furious, we just wanted them to leave. I have never in my eleven moves in the past thirty year had such an awful experience. Furthermore upon inspection of my goods, and family heirlooms which are irreplaceable! so many of my items were destroyed beyond repair which just shattered me. were talking about 20+ items that were broken on top of many furniture items smashed and distorted. plus the real property damage. I even received items that did not belong to me. This tells me that this company has absolutely no regard for ANYONES possessions. Why are they in this business if they will not assure that property is going to be handle appropriately from all the third parties! I believe my items were tossed around and smashed in storage because I know for certain that I packed everything diligently. Using bubble wrap, towels, blankets etc. This business is failing its customers who are paying TOP dollar

  Business response

  12/01/2023

  Dear *****, 

  We are very sorry for the drivers hostile attitude towards you,nevertheless, we can say this driver is no longer a part of our operations. In reference to the payment, the final balance needs to be covered via Postal Money Order, Money Order or Cash based on our contract, but in the case you had a Cashiers Check we may have been able to make an exception for you if approved by our Billing Department.
  
  Our records indicate we instructed you to submit a claim for the damages you reported to us, all damages or broken items must be submitted through a claim for compensation,  we reached out to CSI (the claims department), who confirmed your claim is still in process because We're still waiting for the customer to provide 3 repair estimates each for the 2 property damage that she's claiming for her wall and floor. The customer hasn't provided any repair estimates yet and we can't continue analyzing the claim for now. We definitely want to help you to be able to speed this up, if you already have these estimates, we ask you to please send it to us directly and we will reach out to CSI  and try to have this processed as soon as possible. 
  
  Our goal is to provide a smooth move and deliver the goods in the same condition we picked them up, unfortunately, damages do happen from time to time but our crew members are to handle your goods with care at all times. We definitely would like to help you move forward so the damages are properly taken care of, please let us know how we can move forward.
  
  Once again, we apologize for the issues youve experienced and hope to hear back from you soon. 
  

  
  

  Customer response

  12/07/2023

   
  Complaint: 20916406
  
  I am rejecting this response because:

  it Is untrue, as you can see in my first attachment I had sent over the requested bids on 25 November, and had even done so weeks earlier than that. unfortunately I kept getting bombarded with different adjusters asking me for several bids. After so much deliberation, and a lengthy phone call with **** the adjuster now. I was able to get six bids in total so that the final claim adjuster could send me a final estimate of $540. This number unreasonably low for the amount of broken items, especially the broken items that are family heirlooms! Those of which I will never be able to replace because of their uniqueness, and how they had come from different parts of the world. There is no amount of money that could replace these items and what they meant to me. So you can imagine my disappointment to see that I am only being offered $18 for the box that was broken and shattered all of my hand made artisan items. Its just not enough. I believe what would be fair would be for the company to refund me half of the money I paid them which would be around $3500 because I paid them about $7000. However I would like to get this all wrapped up and really move forward so I could settle for $1000 flat. 

   

  Adams company thank you for being prompt in your response I see that you want to take care of this matter and redeem yourself as a company I hope that you can do the right thing and abide with my request. I would really like to put this behind me I am an elderly woman who just wants peace during this time. Thank you. 

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

  Business response

  12/27/2023

  Dear *****, 
  Our responses are based 100% on facts and records. As you can see in the attachment, ***** response from November 29th was We're still waiting for the customer to provide 3 repair estimates each for the 2 property damage that she's claiming for her wall and floor. The customer hasn't provided any repair estimates yet and we can't continue analyzing the claim for now. Understandably so, you would like full value compensation for your precious valuables  but the adjuster will evaluate your claim based solely on the coverage you had for your move, including your family heirlooms. The adjuster cannot offer more extensive coverage than what their guidelines allow, had these items been protected with extensive or full value protection prior to the move this would not be a matter of discussion. We are not able to offer the compensation you are requesting as your claim was analyzed in accordance with your coverage is listed in your estimate prior to your move as Basic Liability Coverage and in your paperwork it specifies its coverage, it is the shippers responsibility to hire additional insurance, we are the moving company, we are not the insurance. Again, we can compensate you with the adjusters decision of $540 with no hesitation. 
  Please reach out to us if you need further guidance on this.
  

  Customer response

  12/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I scheduled a move from **************** using Adams Moving and Storage on 10/19/2023. I was promised that my items would be moved to ***** by the earliest date of 10/24/2023. As of 11/01/2023, I still DO NOT HAVE any items as they are still in transit. I have called **************** almost every day, and was notified on 10/30/2023 that my items would be delivered on Wednesday 11/01/2023. However, when calling **************** today for an ETA, I was told that the information I received on Monday 10/30 was incorrect and a date of arrival for my items has still NOT been scheduled. I have been living without basic necessities since arriving to my new residence on 10/22, and have had to purchase numerous replacement items that I was depending on the moving service to deliver to my new residence within the promised timeframe. It has been almost 2 weeks of living without my items, with NO IDEA when our items will be delivered.

  Business response

  11/02/2023

  Dear *******, 
  We are very sorry to hear that your delivery time has not met your expectations.
  Your move took place on October 19th, with a requested delivery date of October 24th., delivery dates cannot be guaranteed at any point prior to the goods shipping for various reasons. We work with truck and driver availability, at times, we must wait for our drivers to complete other deliveries before we can load your goods on their semi truck. Due to DOT guidelines, our drivers can only drive up to 500 miles per day, your move is **** miles, this means your goods will take about 5 days for delivery once the goods are on the road. Your move date does not count. Also, your goods are shipped out on a shared truck and because you have a small move we must consolidate it with other customers heading in the same direction, realistically, your goods could not have been delivered by October 24th because other deliveries are made along the way.. With this said, your estimate and contractual agreement states that deliveries can take ***** business days due to the distance of the move. 
  Nevertheless, we understand the importance of communication, and our team has continuously reached out to you advising you we were working on dispatching your load, even if we did not have an actual date, we wanted to make sure you were kept in the loop. Today, you were contacted for an update, your goods have been shipped, because of the distance of the move, we are estimating delivery will be on Monday, your goods will be delivered within the contractual agreement.
  
  For your reference, your account reflects the following notes:
  
  11/02/2023 11:48:26 am ***** called cx to advise per dispatch goods have shipped for delivery. expect a call from driver
  
  11/01/2023 02:20:02 pm ******* Called Cx for follow up explained items are safe advised we are still waiting for Driver shipping window Cx understood
  
  10/30/2023 05:42:15 pm ******* Called Cx for follow up explained items are Safe Also per dispatch it seems shipping will be middle of this week Cx understood
  
  0/27/2023 11:23:07 am ******* called cx for follow up explained items are safe also waiting for driver to get an eTA Cx understood
  
  10/25/2023 07:55:54 pm ***** called cx to advise per dispatch goods shipping mid next week, we will keep posted. No answer left VM
  
  We are very sorry for any issues this may have caused and we hope this helps you understand the time of events for your move. 
  

  Customer response

  11/02/2023

   
  Complaint: 20811278
  
  I am rejecting this response because: 

   

  your customer service representatives STILL did not have a concrete date for my to expect my items as of today, Nov 2nd. I am FIRST receiving this knowledge via your response to me via BBB. If I had not reached out to BBB, I am CONFIDENT I would have not received an ETA for my items. I am aware that there are limitations and restrictions for why my items may not arrive by the earliest expected date. My issue lies with the vague communication and unwillingness to give me an estimate on when to expect my items. It also lies with the fact that I was told on Monday 10/30 that my items would arrive Wednesday 11/01 however upon contact on Wednesday I was told that was not the case. My anger and discontent is not towards the **************** Representatives as I understand they are only able to work with the information given to them. However, my issue is with not receiving a clear ETA for when to expect my items. I have a life outside of sitting at home waiting to receive my items, and I have been unable to get things accomplished as I have been waiting for an ETA. I have also had to cancel travel plans, and now I have to cancel a flight on the estimated Monday my items with be arriving. I AM LOSING OUT ON A $500 FLIGHT BECAUSE I WAS NOT GIVEN A CLEAR ETA ON WHEN TO EXPECT MY ITEMS. Please put yourself in my shoes and imagine everything you own is in a truck and you are not notified of where your items are, or when they are arriving. And receiving phone calls from CSRs where the only information they are able to convey to me is that my items are in the possession of Adams. IT DOES NOT HELP ME NOR THEM TO NOT COMMUNICATE WHERE MY ITEMS ARE OR WHEN TO EXPECT THEM. I do not support your business practices, and the response I received was condescending. I dont care about the process of my move and I dont need it explained to me. What I need is a reason for WHY I was NOT GIVEN AN ESTIMATED TIME OF ARRIVAL AFTER CONTACTING YOUR CSRS FOR ALMOST A WEEK. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hired them in ********** for a move to *******. I was quoted **** square feet and a price of $5,565.00 and paid my deposit to lock that in. Day of moving I was told I was over and charged $7,487.50 but in day of delivery I received a paper showing my lot was actually **** cubic feet so I was over charged. I contacted Legal ****** for assistance because I have Long COVID brain fog and followed their advisement to file the missing mattress and broken items with Adams (still no response to mattress and no payment for broken items) and the attorney sent a letter to Adams. I called to follow up that it was received and was told I had to go back to CSI claims and the claims said only one claim per move so I could not claim the overcharges. My attorney has not called back and I have no recourse to resolve on my own. They tried to give me other peoples items upon delivery so Im sure someone else had my mattress: they argued and lied to me about delivery date and it took over a month to get out items. Its been an absolute nightmare. I seek reimbursement of the over charged cubic feet and prompt resolution to the damaged items and missing mattress. Pleas help me! I have additional emails and texts if needed.

  Business response

  04/16/2023

  This complaint is for another moving company with a similar name. The name of our business is ****'s Moving and Delivery Service, LLC and we are just a local company that only conducts services in the ******* ** area. We do not perform out of state moves. 

   

  I am happy to provide our HG number or ***** to prove this is not us. 

   

  Please let me know if you have any questions of need additional evidence that this complaint is intended for another business. We kindly request that this complaint be removed immediately from our account. 

   

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

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

  Business response

  04/28/2023

  Dear Complaint Handler & *********, 
  We have reviewed your paperwork, as well as  your original quote, and account to better understand the issues you presented to us today.
  ********* is stating that she was overcharged and received a paper showing her lot was **** (in her attachments), the paper she is referencing is actually the original estimate printed, the ******* prints this for every move for every customer they complete, the customers final bill and breakdown of charges can be found in the Bill of Lading. We are also attaching the original estimate, Revised Estimate, and **** of Lading for reference and comparison. The other sheet she is referencing, also says that **** cf were the actual cf but this number is based on the original estimate. Under operations notes it states actual **** cf collect payment, customers are to cover the 60% payment of the estimate price on the day of the move, when a customer uses more space than the quoted price and have additional fees, usually they are required to pay the full 60% payment based on the revised estimate/price, but the customer did not provide any payment during pick up. Therefore, the ******* noted collect payment referring to the 60% payment based on only **** cf rather than the full **** cubic feet the customer occupied, our foremen are able to offer or make these decisions based on each particular case, in this case, our customer made the decision to mail in the full balance instead. 
  We definitely understand why the customer may feel she was overcharged, but we will be glad to break it down and explain how these extra charges were generated. We originally quoted the customer $5,565 total for ***** cubic feet of space at $5.00 per cubic feet based on an inventory of 122 items, Fuel Surcharge is calculated as10% of the total cubic feet price ($5,525), this charge was quoted as $552.50, the quoted price also included partial packing for 10 frames for $40.00 total, and she was offered $552.50 as a holiday discount, total moving estimate was $5,565 (please see the estimate attached). After reviewing the customers final inventory, we can confirm the customer took a total of 188 items, 66 items more than what she included in her inventory. The price of the move is not based on the number of items but rather the total space these items take, the quoted estimate was based on the list of items originally provided. With this said, in proportion 66 additional items can definitely impact the total space required to load the customers good, considering she only listed 122, this is an increase of ****%, therefore, the price increase is proportionate and accurate to the increase in price, it is important to mention the fuel surcharge is automatically recalculated at 10% based on the total cubic feet price. In the attorneys letter, the customer states that we are charging a fee that she was unaware of, respectfully, this is completely untrue considering this fee is included in the original estimate. 
  ********* also referenced the missing and broken items which she submitted a claim for, according to the ***************** Adjuster, the customer signed a settlement agreement for $72, we will make sure this is mailed out as soon as possible. Indeed, our customers can only submit one claim for their move, they are to include all requests in that claim.  We will be reaching out to other customers who were on the same truck as ********* to confirm if they indeed received her mattress, in the case it is located we will arrange pick up and redelivery of this item. 
  Delivery dates are not guaranteed as stated in our estimate, during reservation, during the final QA call, and on the paperwork signed by the customer. We are very clear about our delivery times because customers are shipped out in a shared semi truck, many factors can cause the delivery date to vary. We do ask the customer to provide us with an available date, our goal is to deliver on or AFTER this date but not before, our delivery timeframe is estimated **** business days from the date they provided us, in Christinas case, January 2, 2023 was the date provided. The goods were shipped out on January 14th, the goods were delivered a couple days later. We must make it very clear that the delivery timeframe starts from the requested delivery date, not the move/pick up date, therefore, the goods did not take more than a month for delivery. 
  In conclusion, the customer was not misquoted or overcharged, the customer took a significant amount of extra items that essentially and justifiably impacted her overall price. As a gesture of good faith, we have decided we can offer a refund for 50 cf at the original rate of $5 for a total of $250 if the customer agrees, this is all we can and will offer. As mentioned, we will work on locating the mattress she is referencing as missing, we will update her as soon as we have more information. We will have our ****************** mail out a check for the settlement amount agreed. Nevertheless, we apologize for the issues you encountered during your move. 
  
  

  Customer response

  05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

  Customer response

  06/02/2023

   
  Complaint: 19597040
  
  I am rejecting this response because:I had agreed to accept the payment of $250.00, plus my aforementioned settlement for broken items, and still pending resolution of the lost mattress (we have waited for response from other clients since January) and I have no payment or follow-up. 
  Can you please assist with final payment and resolution from **** Moving? I have been very patient and would like to very much conclude all involvement with that company. I would like then to fulfill the payment promised and resolve the mattress as soon as possible.
  

  
  

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

  Business response

  06/07/2023

  Dear *********,
  

  We are sorry for any misunderstanding regarding the refund offer made in our previous response. 
  A refund for 50 cf at the original rate of $5 for a total of $250 is what we had offered considering you were unhappy with the offer made by CSI based on your coverage, your check was issued and mailed on May 30th. We will proceed to submit a second refund of $72, this is the settlement originally offered.
  
  All the best!
  

  
  

  Customer response

  06/12/2023

   
  Complaint: 19597040
  
  I am rejecting this response because:
  There seems to be confusion; I have received the check #**** for $72.00 but not the $250.00 and the lost mattress has not been addressed to date. The company has been pending a response from other clients on the route since January. I wish to have this ALL resolved as soon as possible please. 
  Sincerely,
  
  *********************************

  Business response

  06/26/2023

  Dear *********, 
  

  We have issued a refund of $250 via PayPal for the adjustment promised on 50 CF. Refunds via PayPal usually ************** 5 business days back to the original payment method used to pay your initial deposit. 
  

  When you pay with your credit card, it usually takes up to 5 business days for a refund to complete. Some refunds can take up to 30 days, depending on the card company. Once reflected, you will be all set!
  
  All the best!

  
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company obtained my personal contact information without my permission and has repeatedly sent emails and texts and made phone calls soliciting their services. I have asked them to stop but they won't.

  Business response

  03/08/2023

  This person has reached us in error. We are a local business in *******, ** and did not operate outside of the state. We have no record of ever doing business with this person locally. I believe they are attempting to complain about another business with a similar name operating in **********. Please remove this complain from our profile as it does not pertain to our business. If you have any questions, please reach out to me by phone or email. 

  - *****, GM

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

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

  Customer response

  03/08/2023

   
  Complaint: 19553443
  
  I am rejecting this response because:

  See attached email from the business.  I have more emails that I can send if needed.
  
  Sincerely,
  
  ***************************************

  Business response

  03/15/2023

  Dear ******, 
  We apologize for any inconvenience this may have caused. We got your information because it seems you submitted your information looking to get a quote for a move. Nevertheless, we will remove you from our contact list immediately. 
  All the best!
  
  

  Customer response

  03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  09/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired a moving coming out of ********** to delivered our item to *********. THE company change prices on use a few times, then we paid a security deposit if Items were lost of broken.some item were delivered to our distation.When I reach out to the compay I filed a lost and broken report with the company.Their respnd we have check with all out c customer to see if they have your items and our department will call you back about your loss or broken items now when I call the phone is disconnected and no one has reads applied to.I went face book their someone will talk with you to set up a delivery but if you ask about your items no reply. I FILE WITH THE ATTOERNY Gernal off as well .They said reach out to your company. If your not the correct company please let me know to I can file with so I can get my item or be reimbursed. THANKS. **************************** *************************************************************** *************** ** DOT: ******* MC: *****. **************************** *************************************************************** *************** ** DOT: ******* MC: *****

  Business response

  09/07/2022

  Hello ****************,
  
  
  I am sorry you are having a hard time reaching someone but we checked our lines and our number is not disconnected. The best number to reach us at is: ************ or email ***********************************************
  
  
  Regarding your move I would like to address the 2 complaints you mentioned:
  1. Price change
  2. Loss or damaged items 
  
  
  Price Change:
  It looks like the last estimate we provided you before your move date was for 750 cf for $4867.50 and this is in fact what we charged. Nothing more nothing less. 
  If you are referring to a previous estimate you received  when you initially had contact with our office, you most likely got an estimate for the list of items you provided to us and then re-did your list with a representative which resulted in the change of the price. All this was done more then 2 weeks before your scheduled move. At any given point you could have told us that you do not like the estimate and prefer to go with another company. You had more then 2 weeks in March to do so. 
  
  
  2. Loss and damaged items 
  I am sorry that you experienced loss and damage we make great effort to try and locate mis-delivered items and succeed in many occasions. In your case it looks like we were not able to locate the missing items. I will email you claims information with instructions on how to file a claim for any of the loss and damages. Please let me know as soon as you file that claim so I can help push it through and expedite it for you since you moved a while ago and I would hate for you to have to wait for them to process it for a while. (Please check your spam for my email as sometimes it ends up there)
  
  
   Hope this helps!
  Heather 
  

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mine, and my sisters entire households are currently held in storage by these movers, and they will not deliver. We had a binding estimate that has been changed 3-4 times.We had very specific things we needed in this move, such as picking up at the correct location first as well as how much $$ we would put down etc... and every point of the contract and move has gone wrong. They picked up at the wrong location 1st, the storage area 2nd. This involves 2 disabled people. Im adding that fact because the special needs guy cannot adapt as well as anyone else as he has about a 2 year old mentality even though he is in his 30's. His things were supposed to come off 1st. It doesnt matter now,as they are holding all of our things hostage in their storage and trying to charge us for that. There are however many health and other supplies in their control for both of us disabled people we need now. Now they are not delivering because now they say they need 80% of the fee which we dont agree on, in a cashiers check before they do anything. That is after we left ******, for ******* and they had picked up all our possessions the 1st week of February which is completely opposite of what is in the contract. Credit cards were in the contract, not at 80%, it was originally 40%. When they started many problems to put all of the information in this complaint.They were supposed to deliver this in 2-4 days, and its sitting in storage in ******,while we live in ******* without any furniture and a special need kid suffers without the things he needs daily, the rest of us just want our stuff and are surviving without beds, sofas, dishes etc, daily needs. We started off at a price of 16K, we agreed we had too much stuff for one truck and added a 26ft truck and went up several thousand dollars. ****** called me last week and I told him even after all this c*** they have done, if they would get our things here we would give them $26K the second the truck was empty which was agreed when we'd pay

  Business response

  04/13/2022

  Hello Resolution Specialist,
  
  Our reservation specialists send the estimates based on information received from the customer and continuously update them as new information is received, as an example, the customer started with an estimate of ***** cubic feet, after 4 updates the customer's final estimate before his move was for ***** cubic feet. Additional services are added on top of the space reservation and may also be adjusted depending on the service, the customer has requested partial packing which is an additional charge, the charge is adjusted depending on what it is being required to pack.  As an exception, the customer was requested to only cover a payment of the 40% at pick up instead of the 60% stated in our contract, however, the customer had inquired to pay via credit card, we do not have the option to run credit cards so the customer was instructed to proceed through a third party company, *******, this company issues a check directly to us (the moving company) through their credit card, however, the customer never proceeded to submit this payment.
  
  
  Although, we are sorry that the order of the pick up locations was different than what was requested, this does not justify not submitting the minimum payment required, as we were already making an exception by only requesting 40% in order to work with the customer. During their pick up, the customer had additional items which ultimately took more space on the truck and additional packing was also required, as a result, the price of the move increased, the ******* on site communicated this with the customer, and the customer accepted the new charges. Customers are not obligated to accept these charges and can stand by the original estimate, however, no additional items can be loaded to stick to the reserved space. Delivery was requested 3 days after their pick up, however, the customer only covered $2,100 at pick up and the payment via ******* was never received, unfortunately, we are unable to proceed to deliver the goods. The goods were taken back to our warehouse while the payment situation was sorted out with the customer, this with the intention to complete the delivery as soon as we could in order to avoid unloading the entire semi truck and box truck it took to load all of their goods, however, the response was not favorable and had no choice but to unload the goods and store them in our warehouse in the meantime. 
  
  
  In an attempt to come to a cordial resolution, we offered to lower the cubic feet rate from $4.20 to $3.50 on the overload of ***** cubic feet. In total they would be saving $805 in addition to a discount of $350. The customer's original estimate was for $27,940.97, after the overload and additional charges the price increased to $33,630.72, in good faith, we still offered to provide an additional discount of $2,630 that would bring the overall price down to $31,000 but the customer has still refused to make a payment. After an arduous negotiation, refusal of payment, hardship and lack of commitment on the customer's end, upper management requested the customer pay 80% of their balance before goods could be shipped out, this is to ensure the delivery will be completed without further complications, unfortunately, the generous discount offered was taken off the table. Our primary intention is to complete a smooth move from pick up to delivery, especially with such a big move, however, due to the direction things have gone we had no option but to store the goods while the minimum payment is covered. At this stage of the process, the solution we can offer is for the customer to hire another company to come to our warehouse to pick up the items from us only after paying storage, packing, labor and storage fees generated by picking up, packing the goods, unloading the goods into our storage, and storage fees for the storing space the goods have taken. As a company, we find this will be the best resolution for both parties involved, on the customer's end they will receive their delivery and on the business side the services and labor rendered will be covered. We look forward to reaching an amicable agreement and resolution.  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Adams moving to move from ****** to ******* we had an order in which items were to be picked up so if we had too much stuff we could leave it behind they picked it all up in the wrong order and we're going to leave items in my sold home a few hours prior to me turning it over to the new owner and in a storage unit I did sign the contracts I felt forced especially at the house and now they will not contact us and want all of their money up front in cash and our contract States we do 60% delivery 40% upfront but it was payable by credit card and now they are saying no and will not contact us we have been in Arizona since March 5th our items were to be delivered Monday or Tuesday following that weekend and they are still sitting in ****** in a storage unit which they were never supposed to go to a storage unit they were supposed to load the semi and leave the contract States all of this in writing the phone calls with them they say are recorded we have numerous text messages we have email and signed contracts that I'm realizing are barely legible we would like to get our stuff delivered to Arizona for a reasonable fee our price started out at ****** 350 and is now at over ****** now that they've picked it all up they never looked at it before and have just raised the price and wants it all paid in cash we cannot pay it in cash which is why we made sure we could pay credit card and they went through third company to do the billing and charge this exorbitant fees on top of that so the credit card payment never went through we have only given them $2,100 in cash at this point any help would be greatly appreciated I have a special needs son who has very few of his belongings and this is being very difficult on him

  Business response

  04/13/2022

  Hello Resolution Specialist,
  
  Our reservation specialists send the estimates based on information received from the customer and continuously update them as new information is received, as an example, the customer started with an estimate of ***** cubic feet, after 4 updates the customer's final estimate before his move was for ***** cubic feet. Additional services are added on top of the space reservation and may also be adjusted depending on the service, the customer has requested partial packing which is an additional charge, the charge is adjusted depending on what it is being required to pack.  As an exception, the customer was requested to only cover a payment of the 40% at pick up instead of the 60% stated in our contract, however, the customer had inquired to pay via credit card, we do not have the option to run credit cards so the customer was instructed to proceed through a third party company, *******, this company issues a check directly to us (the moving company) through their credit card, however, the customer never proceeded to submit this payment.
  
  
  Although, we are sorry that the order of the pick up locations was different than what was requested, this does not justify not submitting the minimum payment required, as we were already making an exception by only requesting 40% in order to work with the customer. During their pick up, the customer had additional items which ultimately took more space on the truck and additional packing was also required, as a result, the price of the move increased, the ******* on site communicated this with the customer, and the customer accepted the new charges. Customers are not obligated to accept these charges and can stand by the original estimate, however, no additional items can be loaded to stick to the reserved space. Delivery was requested 3 days after their pick up, however, the customer only covered $2,100 at pick up and the payment via ******* was never received, unfortunately, we are unable to proceed to deliver the goods. The goods were taken back to our warehouse while the payment situation was sorted out with the customer, this with the intention to complete the delivery as soon as we could in order to avoid unloading the entire semi truck and box truck it took to load all of their goods, however, the response was not favorable and had no choice but to unload the goods and store them in our warehouse in the meantime. 
  
  
  In an attempt to come to a cordial resolution, we offered to lower the cubic feet rate from $4.20 to $3.50 on the overload of ***** cubic feet. In total they would be saving $805 in addition to a discount of $350. The customer's original estimate was for $27,940.97, after the overload and additional charges the price increased to $33,630.72, in good faith, we still offered to provide an additional discount of $2,630 that would bring the overall price down to $31,000 but the customer has still refused to make a payment. After an arduous negotiation, refusal of payment, hardship and lack of commitment on the customer's end, upper management requested the customer pay 80% of their balance before goods could be shipped out, this is to ensure the delivery will be completed without further complications, unfortunately, the generous discount offered was taken off the table. Our primary intention is to complete a smooth move from pick up to delivery, especially with such a big move, however, due to the direction things have gone we had no option but to store the goods while the minimum payment is covered. At this stage of the process, the solution we can offer is for the customer to hire another company to come to our warehouse to pick up the items from us only after paying storage, packing, labor and storage fees generated by picking up, packing the goods, unloading the goods into our storage, and storage fees for the storing space the goods have taken. As a company, we find this will be the best resolution for both parties involved, on the customer's end they will receive their delivery and on the business side the services and labor rendered will be covered. We look forward to reaching an amicable agreement and resolution.  

  Customer response

  04/13/2022

   
  Complaint: 16944441
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

   This is almost complete lies, I explained every storage unit size 4 total and the house and in which order to be loaded so we could leave stuff in public storage if needed which we knew was highly likely due to this move being 3 households.  When they got to the Castle Rock location which was supposed to be first which was explained in great detail cause it was the biggest most expensive  unit we had they had already picked up the 3 units in Lakewood then ***** told me they were out of room and it was still half full so I felt forced to agree to get that unit empty. They also left stuff in that unit which we were billed for and they never said anything about that. Next day they are at my house loading and out of room again. I needed to give the house to new owners at 5 pm so again I felt I was in a bad place and signed again. o I didn't have to but yes I did or would have had to hire more movers to empty house with only a few hours left before the new owner was to take possession. The original bid was ******** and went to 32k in 3 days the ******************* gave us a price without looking at anything. We also were not told how much the credit card would cost going thru a 3rd party and they had already done so much wrong we wanted some resolution before we gave them 10 grand and now they will only accept cash. I asked 12 days ago how much to release our items so we can hire another company and they still have not given a response

  Business response

  04/28/2022

  Dear Resolution Specialist, 
  
  It has been mentioned in our previous response that we acknowledge that the order in which the items would be loaded may have not been followed as requested, nevertheless, all the items requested to be picked up were loaded. Since the customer had requested delivery only 3 days from the pick up date, we had requested to start pick up earlier than scheduled in order to complete the move in time, however, our movers were only expecting to pick up ***** cubic feet, instead, ended up taking ***** cubic feet, this took more time than expected given the space anticipated, time to load the goods, and additional packing required. The entire move took a was expected to take full semi truck and a box truck to fit all the goods, however, it ended up taking nearly 2 full semi trucks, the customer is mentioning  movers "left stuff in that unit", it is highly unlikely because customers are billed for items that are loaded given that we take the measurements from the markings inside the truck after the items are fully loaded, not before, this ensures we are charging actual cubic feet taken. 
  
  According to our records, the customer was sent several estimates during the reservation process starting at ***** CF, ***** CF, ***** CF, and the final one for ***** CF. On February 19th, the customer signed the first online estimate for $15,887 for ***** CF, the same day the customer was sent an updated estimate for ***** CF but for a total of $16,137 due to an elevator fee and 2 extra stops fee. The customer booked by submitting a deposit of $450 on February 22nd. The following day, the customer was sent a new estimate for ***** cubic feet for a total of $26,262, the final estimate was signed on March 1st a day before their move for a total of $27,940.97 due to packing, bulky, and extra strops fee (36 miles), the elevator was removed from this estimate.  
  
  By contract, our customers can cover their payment through Cashier Check, Money Order, or Postal Money Order but if they decide to go through a third party, such as, ******* we only provide the steps, any questions on process or charges they have to contact them directly. We would also like to clarify that different representatives from different departments have reached out to the customer and provided instructions via email on how they could proceed. On March 11th, **** our *********************** Manager reached out via email "Paying with a credit card is NOT an option and needs to be a cashier check made to Adams Moving and Storage . We have (2) 53ft trucks on standby to deliver your house goods . The trucks should have left last week...". Again, on March 29th, another email was sent letting them know they could mail a Personal or Cashier Check and send a picture of the front and back, this is so that the billing department could start processing the payment while the payment was in the mail to avoid further delays. On April 8th, another email was sent with the breakdown of the charges to cover in order for the customer to pick up their goods from our warehouse with another company. As stated in our previous response, we have tried working with the customer to move this along, however, there has been no cooperation from their end. Unfortunately, we can no longer move forward with this move and ask the customer to cover the labor, packing, storage handling, and storage fees.

  Customer response

  04/28/2022

   
  Complaint: 16944441
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

   I sent them an email this week that I have not had a response on price to get another company to pick up our stuff its been over 3 weeks since I requested the price.

   

    When this all started it was always at least one full semi since it was 3 household never was anything mentioned about less than 1 semi trailer.  then it went to 1 and a box truck and then 2 trailers because they picked up things in the wrong order. I had very cheap storage units I was ****** to move at a later date that were supposed to be after *********** but they loaded them first which screwed everything up. We had very few critical items in my units that we needed immediately. My son is special needs and we left most of his stuff at the house so it would come off first including medical supplies for him and my sister.

   

  ******************* response
  ******************* Wed, Apr 20, 7:37 PM (8 days ago)
  
  
  to ******, *****
  
  
  
  
  
  
  The statement from Adams is either incorrect or a outright lie. We have found many times, that they do not communicate well within the company and people in Texas have no idea what happened in ********.One of the very first questions I asked ****** before we ever booked anything was do they take credit cards?. Of course they take credit cards he says. He didnt say at that time it was thru another company, or that they charge 2.9% to do it. That would have stopped us right there on a huge job. Another instance of not communicating is they say "the customer" and always refer to them as he or his. There is not a he, or his even in here, they cant even get that right. The move with 3 sisters.
  When I spoke to ****** originally I talked about this was a big move because there was 3 sisters and it was in 3 locations. I asked continually if the original price of $16350.  could go up no matter how many boxes we had. It (the contract)said the contract was binding and since I had disclosed all the large items such as pool table, motorcycle etc..., the price was not supposed to change. I/we do understand however that if it doesnt fit, something has to give. We did agree that we needed another truck. We added a 26 foot truck as well and agreed to 22K I believe was the 2nd price increase. This is where the bulk of the problems started. We had in writing in the contract about credit cards, also the order they would pick up things. I (*****) had a storage unit in *********** ******** that they were supposed to be at on Tuesday with a semi truck. We need this loaded in a certain way because they were going to 3 different areas on the same property in Arizona. The 1st to come off was supposed to be Cherris because she has the special needs kid and she needed all the medical things for him, as well as being as hurt and damaged as he is, he doesn't do well with change so she just needed his things first. Instead of coming to my storage 1st as per contract, they went to Cherris with a 26ft. truck which we knew would take multiple of that as she had hers, her kids, and my other sisters at that stop. The next day they came to my storage unit in *********** with another 26 foot truck. I thru a fit, because they were supposed to come to mine first and with a semi, then go to Cherri's and put hers on last, so it would come off first. Also at the back of my storage unit were several large items if I/we didnt have room, I could leave in a cheap storage and get some when I come back to ****** as I come back every 6 weeks for medical treatment, and with my truck I could pick up more each time, or dispose of some things. When they came and had my things spread out all over the outside of the storage area and the storage manager said they were horrible and making a major mess, which is all on video. The point being, they brought a 26 foot truck, we NEVER had a semi. They never INTENDED to load a semi at our locations, they HAD to always have planned to take it back to their storage area along with all of Cherri's things or they would have brought the semi, no matter what location. Now they would HAVE TO load and unload everything twice. At  this point, I knew we were being screwed and I stopped the payment in process. I do not want to give them 10K which was more than the 40%, for them to take all of our things and close to triple the original price or just out right just steal out things. We found out later this seems to be their custom, and many other customers, either have their things held hostage like we have since the 1st week of February, or if they actually deliver it after loading and unloading twice, many things are stolen, or broken. WHY would you ever load and unload multiple 26 foot trucks, and more than once? Besides the fact they/****** had it in the contract we would have a semi, 53 foot trailer at my storage 1st, then go to Cherris on **** street. We NEVER agreed to any storage. This all happened after I proved to ****** payment was scheduled. 
  When they had finished at Cherri's, they were supposed to head out to Arizona the next day. We could not get ahold of them for a week, then they wanted $33K for storage after 1 week (even though the contract clearly says there is 30 days of free storage, even if we didn't want it) When we finally talked again they wanted this all in a cashiers check and have threatened many times to auction our things. Is been continually threats, or silence, and the person threatening us continually is at administration and will not even give us their name. 
  The one thing I think we all agree on now, is we need someone else. We have tried and asked them at least 4 times, to give us a price to possibly we could get our things. We expected a huge price because this entire nightmare with them has all been totally absurd. Back to silence. No even unnamed at administration will not get back to us on price. We have had to purchase many things just to survive, as we had 3 car loads of things with 6 dogs and 2 cats in them. No beds,dishes,clothes, furniture, nothing that regular households need. If they GAVE us 50K, it would not be worth the **** this company has put us thru. 
  These things can all be verified that are in this statement.

   

  They say they have recorded phone calls someone needs to listen our complaint seems to match the other complaints on their site. We also had a picture emailed to us of what was left in the *********** storage including a tv. They have not responded to emails or to a company trying to help me get my stuff called ***********. They have stopped all communication to resolve this matter.  

   

  My son has been without his stuff for almost 60 days, I made it very clear to ****** we needed his stuff first due to his emotional well being and physical needs. I never would have put his wheelchair on the truck had I known. This has been extremely hard for him to deal with, not that its easy for any of us.****** and *******************

  Business response

  05/05/2022

  Dear Complaint Handler:
  
  The last email we received from the customer requesting the breakdown of charges was on April 26th and the response was sent the same day 2 hours later (we are attaching a screenshot). We'd like to revisit the cubic feet used, the order in which the items were picked up is not the reason additional cubic feet were used, indeed, we failed to pick up the items in the order the customer initially requested, however, this is not a factor in the total charges and services offered. Further on, they state that our ******** office does not communicate with our ************* this is completely irrelevant considering their move was from  ******** to Arizona, it would not be loaded, received, handled or headed to Texas in any way. To reiterate once again, we do not have a system to take or process credit cards in, the only option we can  offer is  Plastique, a third party company, we take no part in the way they process their payments because it is a direct Customer-Plastique affiliation, our company does not have a say in how or when a payment is issued or submitted, we only receive the check, process it, and add it to the account balance; It is completely up to the customer to take care of this, as they've had plenty of time and were also offered other options in order to proceed with their move. Listing the bigger and bulkier items will give us a good idea of the space that *** need to be reserved, however, this is not the only things that we take into consideration when providing an estimate, at times, it is the smaller things that end up taking more space than we actually thought, of course, we want to be as close to the estimate as possible to avoid frustration, hassle, and disappointment but we are to charge for any additional space or services that were required during the move. In our previous response, we addressed the delivery timeframe, this move was scheduled to ship out soon after the pick up was completed and head to Arizona for delivery, it is true the customer did not request storage, however, it is also true the customer failed to provide payment for the 60% that was contractually agreed, we are unable to ship or complete a delivery when the customer has only covered $2,550 out of the $31,080.72 total. The customer was not charged $33K for storage, we picked up on March 2 after no payment was received, one of our managers reached out to the customer on March 11th letting them know that no storage fees had been applied but if the 60% was not covered we would unfortunately apply storage fees that week at $0.75 per Cubic Feet and that we had 2 semi trucks on standby to complete the delivery if they so desired, again, the customer failed to submit the payment, not to mention, in the breakdown emailed to them (attached in the response) they are still getting a $0.39 per Cubic Feet instead for the first month that they've used in storage from 03/03-04/17, this will be automatically renewed every month as long as goods remain in storage. The 30 days of free storage offered are applicable when the customer requests it during the reservation process not after being picked up and arrangements had been made for delivery. Our Operations Manager has reached out to the customer via email (for paper trail purposes), explained and provided the breakdown, it is a false statement to say " will not even give us their name." We have also forwarded the customer an updated invoice via email and other emails with the breakdown of the charges, at this point, the customer has claimed multiple times they are not getting the information they are requesting when our records have but they are not liking the response. Unfortunately, we are not able to pick up other items or rescue additional items from a storage unit when the customer has failed to cover the labor already done during this move. We'd like to clarify that no threatening has been involved during the process, the customer is clearly upset that our team reached out to inform them of their past due payment, the customer has been provided time and again how to proceed to getting their delivery or picking up the goods from our warehouse by another company. As part of our procedures,  when a customer does not cooperate or disappears in moving forward with their move, whether, it is covering storage fees, payments due, or picking up their items our next step is to putting their items up for auction, as there is no point in keeping someone's goods stored in our warehouse with no intention of moving forward with their delivery, our warehouse is used to store our customer's goods and the space is very much needed. We'd like to move past this as soon as possible and ask the customer to please cooperate as we have no intention of holding their items "hostage," on the contrary, we'd like to recuperate some of the expenses for the hard and arduous labor that was done, the breakdown was emailed and also attached in this response. We look forward to hearing a valid response as we have already provided a final resolution. 

  Customer response

  05/09/2022

   
  Complaint: 16944441
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

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

  This is just an absolutely exhausting the first week in April I asked for a price to release my furniture it took almost 30 days to get that price I requested it via email and via text with ****** responding it would be sent to us by dispatch the first response was $28,000 when I said I wasn't paying $28,000 to have my furniture released then it took like 26 or 7 days to get a price to have it released which added $4,000 in storage which is ridiculous. They seem to be missing the point of why picking up things in the wrong order is costing us so much money I only needed one of the storage units in Lakewood to go on that truck we will be going back to ******** every 6 weeks for medical treatment and we were going to empty it out slowly it was less than $100 a month. ****** knew we were willing to leave one or two storage units behind and empty them out over time in our pickups going back and forth from ****** to Arizona that is why we are upset about the cost had they followed instructions this wouldn't have gone nearly as bad. It also would have been much  closer to the 16k which we were prepared for. Castle Rock and house were the.most important. It never should have got to this price and the ******* blamed me instead of taking responsibility he just kept raising the price.  I wonder if  they know what ****** pormises people or what he says these calls are recorded and the texts we have he promised it would be ok and this would not happen. We have spnet so much money just to live here without pots and pans clothes dishes and basic everyday living and now they  want a total of 10 grand just for us to hire another mover including what was already paid. I have attached 2 files to prove the lies of asking for a release price and how much they left in the Castle Rock storage ***** was charged for and lost.         I   wonder On Mon, May 9, 2022, 9:39 AM ********************* <*************************> wrote:

  Send

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