Complaints

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/3/22 Alltrust Moving and Storage came to our house at *************************************** ******** to move our belongings to **************, CA. After loading the truck, the driver had me sign the bill of landing. I noticed that the bill of landing was not properly inventoried or itemized with our belongings. I asked the driver why he did not list the items as items entered the truck and stickered. He stated that he was short movers and he had to help load the truck, but assured me that he would sticker and inventory the items in the truck as items were unloaded into the storage facility the next day. I reluctantly signed the bill of landing because everything was loaded on the truck, and there was no other option. On 9/2/22 Alltrust was scheduled to deliver our belongings to our new house in **************, **. A small truck showed up because apparently the shipment had to be broken up into multiple shipments. The driver forced my wife to sign the bill of landing before they would unload the items of the truck. This was not ethical as the driver knew that he was not delivering the full shipment. The bill of landing should have been signed after the last shipment. Also the bill of landing was not filled out and inventoried as promised by the original driver. The next day, a second small truck showed up and delivered more items. the driver from the previous day also showed up to help unload. 2 days later a 3rd small truck showed up with only a few items. The driver stated that it was the last load, however I knew that we were missing several large items. The process that followed after for the past year has been a nightmare trying to get any compensation for our stolen/lost items. Alltrust is nearly impossible to get a hold of by email or phone. When we do talk to them, they claim that everything was delivered and we signed the bill of landing that proves that. We went through All Trust's claims process and they offered us $75 for reimbursement for a $27,719.62 loss.

  Business response

  02/21/2024

  ************** claim has been finalized on April 18th 2023. The necessary refund documents have been emailed to him for his review and when signed and returned the refund will be processed accordingly. Thank you.

   

  Sincerely Alltrust Moving and Storage 

  Customer response

  02/21/2024

   
  Complaint: 21323395
  
  I am rejecting this response because: $75 is not a viable refund for the thousands of dollars in missing items and overcharge for service. Alltrust should do what is right and issue a serious and fair amount.
  
  Sincerely,
  
  *********************

  Business response

  02/22/2024

  Dear Customer,
  
  We're sorry for all the trouble. We know you're upset because you mentioned that items weren't delivered to you but you were changing your list of the items several times and unfortunately you couldn't prove that items were missing. That's why the claim department was doing an investigation on this case and they decided on this amount for reimbursement. 
  
  Thank you 

   

   

  Customer response

  04/04/2024

  After reviewing the statement from the company, I do not agree that this was a good faith statement by the company. Photos of nearly all missing items were submitted to the claims department and Items were not changed. This is not a trustworthy nor fair way of doing business and I am not satisfied wit the results. I am asking the BBB to help us as we are victims in this process. The online reviews of this company will support our claims.

  Thank you

  *****

  Customer response

  04/05/2024

   
  Complaint: 21323395
  
  I am rejecting this response because:

  After reviewing the statement from the company, I do not agree that this was a good faith statement by the company. Photos of nearly all missing items were submitted to the claims department and Items were not changed. This is not a trustworthy nor fair way of doing business and I am not satisfied wit the results. I am asking the BBB to help us as we are victims in this process. The online reviews of this company will support our claims.

  Thank you

  *****

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

  Business response

  04/30/2024

  To whom it may concern,
  
  We not really sure what customer referring to. 
  Delivery was done. All items delivered. But ************** changed his testimony every time
  
  Sincerely,

  Alltrust Moving and Storage 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Gave deposit to Alltrust Movers for scheduled move 12/21/23. They accepted my credit card deposit of $1325.00 ***** At the time t pay 2nd of 3rd payment I was informed that they only accept cash by wire or postal money order. I offered bank check which is as good as cash and they refused. Told me if I insisted on paying by bank check they would hold my furniture for 15 days until the check cleared. Told me that other moving companies do not accept bank checks. i called other moving companies and was told that bank checks are readily accepted and that what I was being told by Alltrust Movers was fraudulent. I had to find another moving company and I am now disputing the amount of $1325.00 **** deposit. Alltrust has threatened to place me in collections. They are not a reputable company and take advantage of clients.

  Business response

  01/27/2024

  As Alltrust Moving and Storage, we would like to address your concerns regarding the contract and cancellation policy:
  
  1. **At the time t pay 2nd of 3rd payment I was informed that they only accept cash by wire or postal money order. I offered bank check which is as good as cash and they refused. **:

  We ensure that all aspects of the contract are thoroughly explained to our customers during the signing process. Our aim is for customers to be fully aware of the terms and conditions they are agreeing to. If there are any misunderstandings or questions, we encourage customers to address these at the time of signing. You signed contract on October 23 2023 at 6:09 PM. That never concerned you about payment on pick up and delivery?
  
  2. **Cancellation Policy**: The cancellation policy is clearly outlined in our contract. We adhere strictly to this policy to maintain fairness and consistency for all our customers. You cancelled your service 1 day before your first pick up day on the contract. As per our policy, your deposit are non refundable. Cancellation process was handled correctly according to our terms.
  
  3. **Payment Methods**: We offer various payment methods, including Zelle, CashApp, Venmo, cash, postal money order, Wire transfer, direct deposit. Cashier check or regular check only one requirements 15 business days to clear transactions.  We are providing convenient options for our customers. The use of Zelle or other similar services is a legitimate and common practice in the moving industry. We understand your concerns about using this payment method, but it is a secure and efficient way to handle transactions.
  
  We are committed to resolving your concerns in a fair and satisfactory manner. If there are any discrepancies in the handling of your cancellation, we will address them promptly. Our goal is to ensure that all our customers have a clear understanding of our processes and feel confident in the services we provide.
  
  Sincerely,
  Alltrust Moving and Storage 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with the movers to pick up our stuff from ******* ** in mid april from **************************** and deliver it to ****************** ************ at the beginning of May. We advised them from the start we are 2nd floor. We box counted for a good est. We did everything but load the truck. We paid for the deposit. They wanted cash app. Our point of contact was ****. He disappeared on the day of moving. A copy of our contact disappeared that day as well. Could not pull it online anymore. The driver was also the mover, rooked us out of more money because we supposedly had more stuff. We didnt. The driver even left stuff behind and we could not fit it into our car. His rented helper tried to steal our TV (per the driver). They bumped and banged our stuff all the way down off of the 2nd floor so when we got our stuff back, we had a lot of DAMAGES! Not to mention stolen *************** that can never, ever be replaced! And the boxes were filled with roaches and mice when we got our stuff back. The same driver was not happy that we paid the company in full ahead of time. I reached out to the "insurance company" they use and they only offered *****. That's it. I have antique quilts that were made before WWI stolen! Antique pens! Our furniture had scratches and dings that they didn't have before. But Alltrust Moving & Storage, **** is refusing to even pay the *****. They owe at least $1000 for all damages and missing items. I even reached out to them about the "insurance payment" and I get nothing from them. No response.

  Business response

  01/24/2024

  To whom it may concern,
  
  We sincerely apologize for the disappointing experience you encountered during your move with us. Your feedback is deeply concerning to us, and we would like to address each of your concerns:

  We sent you a check from claim department on December 22nd. We will check on our and if the check was drawn from our account. If not we will send you new check 

  Sincerely Alltrust Moving and Storage 

  Customer response

  01/24/2024

   
  Complaint: 21187343
  
  I am rejecting this response because:

  They know they didn't send anything because I tried to contact them prior to this with no response. They knew our stuff was stolen from the day of delivery. I called them and ***** chose to do nothing. I Do not believe a check was cut. I believe it is another lie. Just like they lied about the orginal amount, the driver, our stuff would be safe...everything is a lie.
  
  Sincerely,
  
  *************************

  Business response

  01/24/2024

  We regret any inconvenience caused and are committed to resolving this matter in a manner that is fair and satisfactory to all parties involved. 
  
  Sincerely,

  Alltrust Moving and Storage 

  Customer response

  01/24/2024

   
  Complaint: 21187343
  
  I am rejecting this response because:

  Inconvenience?? Inconvenience?? Quilts that pre-date WWi are gone. Gone from my cedar hope chest, that they have been residing for 50+ years. Part of my wedding ******! Antique fountain pens that belonged to my great-grandfather, a black panther statue that belonged to my dad. The cedar chest was somehow warped and it wasn't before your company got ahold on it. The broken furniture. The scratches. The gouging. The stuff your driver carelessly left behind that had stickers on it. Red stickers that had your numbers on it. The fact your driver openly admitted about his rent-a-drunk person tried to steal our tv!! That is more than Inconvenience!  I really hope you go out of business and I will be reaching out to EVERY entity to make that happen. Sorry/not sorry for that Inconvenience. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Alltrust changed the volume of the load from 600 cubic feet to 900 cubic feet. An increase of **** dollars. I have pictures that show that this storage unit is, at most, 1/2 full. The storage unit was 8X10X12.Additionally, the fuel surcharge was increased by 360 dollars from the original estimate.I contacted them to pickup the items near the end of April (4/24/23) and deliver them to my home the week of May 8th, 2023. They were actually delivered on May 24th, 2023.I took the week of May 8th off to be able to be here to accept the delivery. As a contractor, I did not get paid that week I was away from work (over 4K dollars lost).When the items were delivered there was only 1 individual to perfom the unloading and our realtor got help to unload the truck.I am filing a complaint with the company, via email to their customer service, because there is not a complaint form on their website.I will include the BBB in the complaint I send to Alltrust.

  Business response

  11/11/2023

  Dear BBB,
  
  I am writing in response to the complaint filed by *********************************;against Alltrust Moving & Storage. We take all customer feedback seriously and appreciate the opportunity to address the concerns raised by *********************************;
  
  First and foremost, we extend our apologies to him for any inconvenience and dissatisfaction he experienced during his recent move. We value his feedback and have thoroughly investigated the matter to provide a comprehensive response.

  In *********************************; complaint, he expressed concerns about the increase in the cost of his move. While we acknowledge these issues, we would like to provide additional context to the situation. **************************** provided to us list of items which was 81 items. When we came on the day of pick up you sighed revised estimate which was made for 900cf. You agree and signed. When we finished to load your items it was in total 128 pieces. 

  During the pick-up, our driver was alarmed by the substantial increase in the number of items compared to the initial estimate. 

   

  Sincerely Alltrust Moving & Storage 

  Customer response

  11/14/2023

   
  Complaint: 20853756
  
  I am rejecting this response because: My original contract had 600 CF for the estimate. The pictures clearly show that this storage unit was, at most, half full. The number of items came from your estimator not me. I was paying for cubic feet of storage, not number of items moved. An 8X10X12 unit has 960 cubic feet of storage and the pictures clearly show that this unit was about half full.

  Since i was not there at the pickup or at the delivery I was not able to contest anything.

  The original volume and the original fuel surcharge I will stand by, but not the inflated volume and surcharge. I request that the **** dollars in "inflated" volume and the improperly increased fuel surcharge (360 dollars) be refunded to me.
  
  Sincerely,
  
  ***************************

  Business response

  11/20/2023

  We apologize that customer feels that way.
  Please contact our customer service in regards to filing a claim.
  
  Sincerely,

  Alltrust Moving and Storage 

• Initial Complaint

  10/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  -08/28 discuss moving contract. Budget is $1500. They came close. I ask about "long carry fee" in contract. I'm told it doesn't apply on pickup.-09/05 pickup date, per contract. I'm told to pay long carry fee, despite what sales told me. I had to move out and had no choice, so negotiated $200. Next week, ***** rep acknowledged what he said, but company did not honor it. Ask if reroutes are possible. Told yes, let them know.-09/07 I contact company rep about reroute. He asks for address and says he will need time to send new cost and eta. I say ok, let me know, and that storage unit will be open to receive any day except Sunday.-09/08 I follow up to see if reroute is happening, since I did not get new price / eta. He says they can do it. I request the cost and eta before EoD so I could approve or decline before weekend. He does not respond before EoW, so I decide to follow up Monday to inquire again.-09/10 Sunday, the delivery driver contacts me to say they are in TN for drop-off. I say I am still awaiting new contract from company, and anyhow had told them drop-off would not be possible Sunday. Rep calls me and says I would now be charged for failure to receive, additional charges for reroute that I never had a chance to agree to or decline, transport back to their storage unit, and storage fees. They say I owe an additional $2300 and will have to pickup my furniture from an undisclosed location in the US myself at my own cost. They will not complete delivery. I tell them that I do not think this is fair as 1) I was not given a new contract, fees, or eta; 2) a chance to agree to them; 3) they were delivering on Sunday, which they know will not work. I told them I cannot afford to pay that, on top of having to arrange a new delivery myself.-09/27 I am informed my furniture would be auctioned if I do not pay They say they are following contract, but then they should not have gone to TN at all. Original contract was to ****** and they never sent a new contract.

  Business response

  10/12/2023

  To whom it may concern,
  
  Delivery was scheduled for September 10th as you requested. You requested to change the delivery address to a different state not even a city. That was an additional 660 miles. We contacted you 24 hours before delivery with the updates. On the day of delivery, you weren't there and you refused to pay. Unfortunately, we can't pay for storage and we putting your items into the auction to cut our expenses 
  
  Sincerely,

  Alltrust Moving and Storage 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Original bill of lading signed on 10/1/2023. Estimate provided was contingent upon the # of items at time of estimate. I disclosed that the number of boxes would increase. I was told I would be called for a final count, no call was made.I disclosed we would have a friend present during pick up, as we would already be out of state for the pick up. I gave instructions to contact myself or my husband should discrepancies arise or should the price increase.On day of pickup 10/8/2023, movers arrived. Movers packed into the truck they had before telling my friend they needed a bigger truck. They arrived back with another truck, finished loading everything, had my friend sign some papers, and left. On 10/10/2023, I receive a text message requiring the payment of double the original estimate. I questioned the increase and was told the new bill of lading was signed noting all the increases and extra charges. At no point were we contacted about changes. I made it clear the other person present was just there to oversee the movers, and any changes go through myself or my husband. We never received:- written notice of increased and extra charges - never received ourselves the new bill of lading - never received a copy of Your Rights and Responsibilities of the MoverAlso: - the person present did not have authority to sign on our behalf.When I inquired about how to file a complaint since the new BOL was not authorized to be signed, I was told there was no complaint process. I was also told the person present at the new BOL accepted the charges and This should have been notified to us with the sales representative that you would not be at the pickup location. Movers have only tried to collect payment, not admit they got an unauthorized signature on their BOL. Documents below are the only BOL with our signature, and updated invoice given today. New BOL still has not been provided to us.

  Business response

  10/11/2023

  To whom it may concern,
  
  We sincerely apologize for the disappointing experience you encountered during your move with us. Your feedback is deeply concerning to us, and we would like to address each of your concerns:
  
  1. **Estimate provided was contingent upon the # of items at time of estimate.**:  Yes that is correct and you even changed your estimate before book with as. Price was changing every time because you pay for cubic foot on the truck.
  
  
  2. ** I disclosed we would have a friend present during pick up, as we would already be out of state for the pick up.**:  Unfortunately you never mention that to the office. You said to the driver 1 hour before he got to your address. 
  
  3. **They arrived back with another truck, finished loading everything, had my friend sign some papers, and left.**: Yes that is correct because we didn't have enough room in the truck as of The behavior of our lead driver, as you described it, is completely unacceptable. We do not tolerate such behavior from our team members, and we apologize for any disrespect or inconvenience you experienced during your move.
  
  4. ** I made it clear the other person present was just there to oversee the movers, and any changes go through myself or my husband.**: You never contact office about that on the day of pick up. You mention that to the driver. Unfortunately that was your decision to have your representative on your pick up. 
  
  5. **When I inquired about how to file a complaint since the new BOL was not authorized to be signed, I was told there was no complaint process. **: We do have claim service which you can use when delivery will be done.  
  
  We understand your frustration and disappointment, and we thank you for bringing these issues to our attention. Your feedback helps us improve, and we are dedicated to rectifying this situation.
  
  
  Sincerely,
  
  Alltrust Moving and Storage 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid for a Sept. 30 to Oct 1 move to ******, drivers show up with a truck 3 days early to load my belongings and I fly to my moving destination so i can present to sign for my things upon arrival. I looked up on ****** that my new destination is 14 hours away so i presumed that my belongings would arrive on the 28th. When they didn't arrive I called on the 29th and was told they would be there in 1-2 days. I call the next day and am told they will be there in 1-2 days. then on the final day they are supposed to definitely arrive I am suddenly told that my belongings are in storage instead, and are "in transit" waiting to be driven to my destination, and that they will now arrive in a maximum of 21 "business" days because I didn't not pay for a "dedicated truck" which was never what I agreed to, never what I signed for. I was never communicated up front about any of these terms. It was an underhanded ******* committed upon me the second that they received my money.I have now been in my new residence without a bed to sleep on, without clothes to wear, without any of my comforts of home, for 9 days. They do not answer calls. They do not provide honest answers about when exactly my things will arrive or where they currently are. I learned only too late of all the horror stories that have been written about the company's cut-rate service for the last four years and the last thing i want to have happen to my stuff is for it to be held indefinitely under ******, delivered damaged, not delivered at all, or delivered to a completely different place. i have been so stressed by all that has happened that i have attempted suicide because alltrust movers has reminded me of how much humanity has evaporated from the world. they are also vain enough to be aware of every negative complaint and review they receive and when they heard i was suicidal they offered no compassion, no remorse and no desire to improve their service to me, they simply said i was lying to them.

  Business response

  10/10/2023

  Hello. 
  
  We want to clarify that while we aim for efficient and timely deliveries, the estimated delivery window for your move was **** business days, as stated in your contract. We apologize for any discrepancies in your expectations and our actual delivery time. Your first available day for delivery as you agreed 10/4/2023. But for some reason, you start calling our company 2 days before your first available day for delivery posting bad reviews everywhere, and threatening us. We offered for you straight delivery to make your delivery as soon as possible but you refuse this. Because of the price for dedicated truck and straight delivery. Your job was estimated at a discounted rate and for a shared truck, that means we loading combined jobs to the trailer to make it full. 
  
  Sincerely Alltrust Moving and Storage 

  Customer response

  10/10/2023

   
  Complaint: 20707104
  
  I am rejecting this response because:

  Lie #1: When I called on the 29th asking for the estimated delivery time for my stuff, I was told it would arrive in 1-2 days. When I asked again on the 30th, I was again told it would arrive in 1-2 days. Only when I called a third time on Oct 2 was I suddenly being told everything about "first day delivery" on Oct 4 and it now taking up to 21 days to deliver my things. It doesn't matter what was stated in the contract, you should have communicated these terms to me directly so I would have an exact figure for when my things would arrive. Instead, you led me on thinking that my belongings would arrive in a timely manner.

  Lie #2: There were no threats made. I simply want my belongings delivered to me, Like A Real Moving Company Would Have Done Almost Two Weeks Ago. You are getting on my case for being angry that you are not doing the job you promised or communicated to me. My bad reviews only echo the hundreds of bad reviews that have been written about your business for the past several years, all of which have described a similar pattern that I am now being subjected to. I am in peril over my belongings. I have gone almost two weeks now without my bed, my clothes, or other personal items. I am afraid that my belongings will end up being swapped with a complete strangers, damaged or not even delivered at all. Because that is your history and legacy as a business, as much you want to pretend it is not. The evidence against what you promote is mountainous.

  Lie #3: I never refused straight delivery, to my memory, you never asked. You taking my already heightened distrust in how you run your business as a refusal is a failure on your part to communicate effectively. If i can make straight delivery happen, so that my belongings arrive in full ASAP, I will arrange that. Do not fault me for your failures to communicate properly with me and instead deliberately holding vital information with me, such as when my belongings will arrive and where they are being held.
  
  Lie #4: The printed estimate shows that only $714.90 was paid toward the total move when in fact another $768.00 was ordered in payment upon pickup. So an actual amount of $1482.90 has been spent just to put my belongings into storage, which again, I was Not communicated to about until I called on the day it was estimated my things were supposed to arrive. If that doesn't count toward the ******* that i supposedly still owe, then I am being made to pay 102% of my actual estimate. Another 8% would make that absolutely illegal. So with that you're already on progressively thin ice.

  If anything. I hope I make it absolutely clear that I not only want, I NEED my belongings here, right now, In Full, ASAP. I would like to arrange for straight delivery. Please call me so we can make that happen. I am extremely exhausted of this entire ordeal and I would like to have my things so i can immerse in my new home in peace.

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

  Business response

  10/12/2023

  We are not sure what the customer is talking about. The customer never called our company on Sep 29th. We are not angry at all we doing our job as stated in the contract, we never did anything wrong. Even when we provide the estimate for straight delivery you just hang up on us. Yes, you are correct we can't communicate properly with you because you hang up on us. We do have all call logs and recordings that will prove it if needed. 
  
  We sincerely apologize for the situation. Delivery is scheduled estimated time frame for delivery is Oct 12th - Oct 14th.
  
  Sincerely 
  
  Alltrust Moving and Storage 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired this moving company to transport my furniture and other house hold items from ******************* to *****************. After, lengthy discussion with the Sales representative, **** regarding our move; he assured me my furniture would be delivered on the requested date (9/11/23). I explained, we were relocating from ******** to ******* and had not moved into our residence in ******* fully. I further explained the drop off had to be coordinator on a day we were going to be at home. ****, verbalized he understood and I could rely on their company for an on time delivery. He, stated that they don't subcontract their work and they are not brokers. The company does it own deliveries. I felt comfortable and decided to move forward with giving alltrust my business. However, on the day my items were to be delivered I was informed by a **************** representative, ****; my items were not going to be delivered. An extremely frustrating situation became more frustrated because **** could not provide me with an exact date or time for my delivery. ****, reported he had not been able to reach the dispatches and he had no clue where my items were. After, several days of going back and forth with **** for answers, I still received none. I finally, received a text message from **** 11 days later( and 3 days before the new delivery date)that my furniture was going to be delivered on the weekend of the 9/23. I reminded ****, we were not going to be at the ******* location and the next we were going to be there was on 9/30. **** said he would let his team know. Nevertheless, on 9/24 my husband received a text after 9pm stating they were delivering our stuff on Monday 9/25. My husband texted we were not going to be at home. I reached out to **** on Monday 9/25 to get answers on what was going on and the lack of communication. Long story short. They never delivered my furniture and I still have not received my furniture.

  Business response

  10/10/2023

  Hello. 

  We want to clarify that while we aim for efficient and timely deliveries, the estimated delivery window for your move was **** business days, as stated in your contract. We apologize for any discrepancies in your expectations and our actual delivery time. We was attempt to do delivery on 09/25 which is 9 business days from your first available day for delivery. You refuse to receive your belongings because nobody was there. We aware you about redelivery and storage fee that will apply to your bill. 

  Sincerely Alltrust Moving and Storage 

  Customer response

  10/10/2023

  I am not satisfied with there response and the solution they are providing! Although, they are stating there contract states **** days delivery time, I never received a copy of the original signed contract or bill of laden. Additionally, the requested and verbal assurance from the Sales person **** was for September 11th. Nevertheless, on September 11th I communicated with ****, the customer service representative several times that day. **** was unable to get any information regarding where my items were and when it would be delivered! Per ****, his team had no clue where my things were. **** was supposed to follow up the next day. ****'s update was, the same; they had no answers where my items were! 11 days from the September 11th, I received a text from **** that my items would be delivered the weekend of the September 23rd. I informed ****, l we weren't going to be there. ****, said he would let his team know. However, my husband received a text on Sunday 25th after 9PM stating the items would be delivered on the 26th at 9:00 AM. My husband texted back,  letting them know no one was there. Keep in my, my husband is not the primary contact. Additionally, we never received confirmation on the exact day or time the items were going to be delivered! Moreover, per ************ was scheduled for the weekend delivery! Monday is not a weekend day. Furthermore, per their  contractual agreement,  we would get 24hr notice of delivery to include day and time.  We did not receive 24hr notice.  Also, because we got the notice so late on the 25th, I could not reach **** till the morning of the 26th. I spoke to **** via phone around 9:00 am/9:30AM on the 26th to find out what was really going on and to inform him of the text my husband received. ****, said he would have to investigate and get back to me.  It  took almost the entire day before **** got back to me. It was after, 3P when I heard from ****. ****, then, informed me at 3P we had to accept the delivery. I was forced to make arrangements to accept my items. I DID! I reached out to the drivers and inquired what time they were going to deliver my items. The driver told me that they were in the area but I had to pay them first before they came and delivered my items. I informed, that the my understanding is payment upon delivery. I made the arrangements for receive my items and their drivers never delivered! I reached out to ****, two weeks after, that because my items were still not delivered! ****, said he would follow up and make arrangements.  ****, told me to expect a call from the driver that day, when he's on his way. I never received a call from the driver.  I spoke to **** again, on The Monday he promised to provide answers and that he was under the impression my items were delivered.  I never heard back from ****. Now they are charging over $800 in Additional fees! Completely disgusting customer service. 

  Business response

  12/18/2023

  We understand your concerns and the frustration you've experienced during this process. Please reach out to our claims department to initiate the claims process. They will guide you through the necessary steps to address your concerns and provide the appropriate resolution based on your coverage.
  
  We apologize for any inconvenience you've faced and assure you that we take these matters seriously and will work diligently to resolve them to your satisfaction.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8/31 I called AllTrust Moving and Storage *** to relocate my items from ****** ** to ************* on 9/9. I was sent an estimate for ****, signed the contract and paid a deposit of ****** via Zelle. On 9/6 I was notified pick up was set for Thursday. I called and was told via text that to reschedule the pick up date will be an extra charge of 300. Annoyed at being charged extra to get the specific day Ive requested, I still agreed and was told I will be sent an updated contract for me to sign stating pick up will be on Saturday 09/09. I was not sent an updated contract. According to the contract If on the date of the move, you order last-minute services or tender additional items to be moved, the mover will issue you a new updated written estimate reviewing the change to the total estimate price. In such a case, a revised written visual estimate must be approved by you and signed prior to any services being performed. the Day of pick up I was not at my residence. The driver arrived, packed my belongings then charged over $8,000. AllTrust drivers collected a signature from the 2nd leaseholder of my apartment, not mine! AllTrust failed to provide me the signer of the original estimate, a new written contact to sign. Furthermore they didn't explain to that individual what they were signing. On 09/11 I called to dispute the charges and/or figure out a payment plan, but was denied the ability to discuss the matter with a manager, supervisor or any other person who could address my complaint. I have requested for a copy of the original contract I signed but have never received it! On 09/27 my wife informed me that an stranger called her and informed her that he has 2 boxes that belong to us. These boxes were delivered to his address in *********** by AllTrust. I have no confidence that more of my items have not been misplaced! If I didn't contact AllTrust and inform them of the situation, they wouldn't have any idea that my items are missing.

  Business response

  10/06/2023

  **************,
  

  After this comprehensive review, we have found no evidence of any breach in our contract. In regards to the increase of your price it was already discussed that during the day of the move, it was explained to your wife that the volume of the move exceeded the initial estimate. We informed her that if any more items were to be loaded, additional fees would be applied. This was a condition that she approved of.  As stated in our contract, if a load exceeds the estimated amount, it will be charged at the original per cubic footage rate as agreed upon at the time of reservation.  After our numerous conversations, it was brought to our attention that you will not be able to complete the payment for the remaining balance by the time of delivery. As a result of payments not being able to be reached we needed to ensure that we are not risking our resources by providing services that cannot be paid for and had to place items into storage. Once we came to an agreement regarding the payments, we could not schedule a delivery for your move. When we finally received a portion of the payment, we were able to start routing a truck to load your items. Following this, we provided an estimated time of arrival (ETA)  however this was only an estimate and not a promised or guaranteed date. Soon after you demanded that the original BOL was provided to you however after the changes that were approved by your wife at pick up, and due to the exceeded amount of volume, a new BOL was presented to you at pick up. This new BOL effectively replaces the original one.
  
  
  Sincerely Alltrust Moving and Storage 

  
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged for drivers to unload n put beds together...they put all bed room furniture in one room partly put my bed together with just frame no rails our mattresses was with the others in one room ..then claimed we advised this ...we paid for this to be done for a reason. . My husband just had 2 knee replaced ...reason for going with company to do this. 4 bed room house but all furniture in one room? . I was told a delivery that actually changed 3 times . I paid in full and did not get full service. They also charged an extra 225 dollars because they put our patio furniture in yard. We also had stairs we were told .We had stairs at the old house? Then I have things packed on fragile clearly written on boxes. When I called was advised they would try instead they drove off? Now the guy stated his English..the other kept saying I don't understand ...I personally showed them. I am very professional but this was not a great experience. Especially now since we have to pay someone since my husband can barely stand and can't get on floor.This was a hard move that cause dome real stress. Before taking this further, I am requesting this is resolved.Best Regards *********************************

  Business response

  08/25/2023

  To whom it may concern,
  
  We sincerely apologize for the situation. Delivery was done on 8/25  and our moving team put everything as you requested all mattresses  in that room as your husband said. We put all boxes to the garage as you requested. If you have any further questions please give as a call. 
  
  Sincerely,

  Alltrust Moving and Storage 

  Customer response

  08/26/2023

  How dare they say they were told I personally showed them bed rooms and were to put beds ****** dollars and charged us another 225 before unloading. How can a company say what my husband told them? They are not here. Then to put a whole in wall and not tell us. I have pictures and notes . Calling my attorney. Wish I read reviews because I see many complaints. It's horrible that a customer with proof is wrong . I gave to much money .

  Business response

  08/30/2023

  I understand your disappointment and it's unfortunate that your belongings were affected.
  It's true, we are all human and despite our best efforts to ensure a seamless service, sometimes unforeseen issues can occur. 
  
  We do provide an claim option to safeguard our customers against such situations.
  It doesn't erase what happened, but it's part of our commitment to acknowledging and managing the unforeseen effectively.
  
  We value you as our customer, and your feedback helps us improve our services. 

  Please contact our office. 

  Customer response

  08/30/2023

  I have called several times no answer. Response above is false. As a customer who advised the company about the services not performed Company agreed with driver as if after no problem paying I lied. Called  back left message even called again no answer. Things will happen ..I was professional from the door. To damage the wall and not do a job I paid full no excuse. I deserve the same respect . I haven't asked for full refund but I now have to repair a wall and paying someone to put beds together . This is not right. 

*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. ↩