Complaints

• Initial Complaint

  02/23/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We have never felt so lied to by a moving company. We booked our move from AR to ** given the competitive rate of *****. The gentleman we booked through informed us it was no problem if we had a less or more items upon pickup the price was set since they had a truck in the area. He also informed us it would be 3-5 days before our items arrived in our new location. We are now 8 days out from the day items were picked up with no indication of delivery. The company that was contracted to actually move our items is incredibly rude, dropped furniture upon pickup and dropped our mattress in the flower garden.American relocation is not much help in the matter as they say they have no recordings of the initial conversation and simply contract their sales professionals. Now we are out ***** for the move double what we expected and still dont have our belongings. In fact, they are further away now in *********** than where they were picked up in ********. The company simply says to refer to the contract which contradicts everything we were told on the phone and takes zero responsibility for their sales professionals. I would not recommend anyone ever do business with them unless youre looking to deal with rude individuals with no concern for others time and money. They have offered zero reimbursements of any kind for their contracted professionals that gave us false information and have accepted no responsibility. They simply say they have 21 days per the contract and nothing we booked upon was garunteed. Although per legal guidelines contracts can be written and verbal. At this point all we want is our items as soon as possible and they arent doing anything to help besides calling the company they contracted to move our items on our behalf, they should be requesting an expedited service due to the inaccuracy of their sales contractors.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I've never moved with a moving company before. Because of health issues I had to do it for my up coming move from ********* to *******. I spoke to ******************* and set everything up. I paid $630 for a deposit and my shipping total was $1748.00! I don't have much to take with me, just a dresser nightstand computer chair and a reg chair and a 55 in TV. My boxes to be moved were under 50 boxes. More like 15 if that. My things were supposed to get picked up on the 30th of this month. They called with a pre pick up check list and said it would be $500 more to move because my dresser is long and not tall and my TV wasn't on there at all! I called and was told that I can add my TV with no problems because I wouldn't be using the space for 50 med boxes, but today at the pre pickup appointment was told that to change anything is $500 extra! So $1748.00 + $500! I was already using my whole checks to fund this trip, working overtime and doing everything to get the help that need with this move. Now I have extra space that's not getting used and them charging $500 is ridiculous. I can't get a rund of my deposit or anything, and was told repeatedly to just pay the $500 or if the movers come here it will be $1000 in addition to the $1748. All because my dresser is a long one and not a tall one. I'm in a one bedroom apartment.! Not taking a bed kitchen table living room furniture anything like that and now they want to charge me an arm and a leg! I don't understand why and how they can do this to anyone. I can't afford to do anything but pack my car and throw everything else away! I canceled the booking today because, I was utterly and truly taken advantage of and I want people to know what happened to me and my experience with this company American Relocation and Storage llc! My name is ********************* and my phone number is ************!

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ****** sale a moving from ***** to **, its a small bedroom, with no mattress but with the bed frame and boxes, when we spoke with him we where eating in a restaurant and we explained to him that we dont have the exact list of everything but give him a estimate of things, he said because we have the minimum, we can add stuff with not problem, but that he need the deposit at that moment (in a check form, not refundable) in order to separate the day because they were very busy, etc, Well 3 days prior our moving day we call and they said that he was to busy to answer the call, and if we want to move we have to pay $800 extra, after 2 hours debating by phone both parts agreed to pay $560 extra, WELL, the moving day the truckers said that if we not pay $535 extra again he will not get out stuff. They promised my stuff for next day, I asked 5 times: are you sure? I dont have clothes or anything and he said Yes! Tomorrow afternoon you will have the truck in **, I call today and the moving truck company (Cross Country Movers) said that the delivery will be between 48 h to 10 working days!!!! I dont have shoes, or sweaters or anything with me. We sign an initial contract for $1600 and we ended paying $2600 for a bedroom set and 25 boxes This is abusive, and a complete lying, scamming sales tactics to get the business from the consumers.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have been lied to multiple times and are extremely disappointed at how theyve handled everything. We initially spent many hours on the phone with a sales rep explaining exactly how much space we wanted and needed regardless of our home size. He knew that and guaranteed us he was giving us what we were asking. Again, we spent hours communicating our needs and were very clear and ensured clarity. It was not a misunderstanding. We negotiated and eventually agreed to a contract and signed and sent the $1,000 deposit for the services. One day later, we found out the contracts stated cubic footage was one fifth of our required size, and according to their business model, we would have only found that out 3-5 days prior to the move. The $1,000 deposit was not fully refundable after the first 72 hours that the contract was signed. We cancelled 43 days ago and we have still not received our refund for the $1,000 deposit. I have called and emailed multiple times regarding this issue requesting the check be sent and we have repeatedly been lied to. One manager even explicitly cursed me out for an extended period of time over the phone when I brought this issue to their attention over a phone call. They have been holding our $1,000 without our permission for 43 days and they claim it is normal for a check to take this long to get delivered from ******* to ******* via ***** which is also a lie and cannot be verified on **** website. They are claiming it should take another 8 days from now before I can receive the text, which would put the total time to 51 days after cancellation before receiving back our money. They also said that if we dont receive it after 51 days, we can call and ask them to send it again and wait another period before possibly receiving it. The same manager who cussed me out on the phone promised he would send the photocopy of the check via email, which later turned out to be a lie and another person with their company said thats impossible.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When they delivered my items. They where all damaged. The attorney for ******************** which was the original moving broker did go to mediation and won. The following companies where supposed to send back money. ******************** ****** received. ***** moving and storage ****** received. American relocation service ******* not received. I am asking for help to receive my final payment. Plus would like to let all the other people looking for moving company do not us this company or any of the ones that I listed.

  Business response

  08/07/2023

  Hello,

  American Relocation Services in ********* & *********, **. did not partner in this move.  I believe it may be American Relocation Services in **********.  We only service shipments moving to or from ******.

  Please let me know where this move took place when you are able.

  Thank you,

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

  Customer response

  08/08/2023

  I have tried to send the photos. Dont have a clue if they went through 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I hired American Relocation Services (d/b/a Beyond Vanlines) for a move between MO and MN. They quoted me an extremely competitive price stating that I was catching the return trip of another trip from MN to MO, and they were able to offer me the price to fill the truck, and not drive it back empty. They pushed me at the time to list my entire inventory. I expressed concern that I might of missed some items on my inventory, but I was assured by the representative that I had plenty of space for a 1 bedroom, 1 bath move even if I added additional items, and I trusted the representative as the expert. So I proceeded forward with the contract, and the representative on the phone reassured me that I would have plenty of time to cancel (I was verbally told I could cancel up to a week before my move and that my deposit was refundable). I was pressured to sign the electronic contract immediately while the representative was on the phone, and put down my $800 deposit, which had to be electronic check - no credit cards accepted. After reading through the contract after hanging up, I was found out that I had been misled. The deposit was nonrefundable, and you could only cancel in the first 48 hours after booking. Two weeks later, a week before my scheduled move, the ** call happened; at that point, I had realized that I'd missed items, and listed them out. At that time, I was charged an additional $500 "Revision fee" based on my stated inventory, and the move price was increased by 150%. I expressed significant concern, and was treated rudely by the customer service representative. At that point, my red flags were up, and I did further investigation of the company; upon seeing horror stories of people's belongings being held and drivers breaking items, I immediately cancelled my job the same day as the ** call. Beyond Vanlines is refusing to refund the $500 revision fee, despite having me cancelled the job the same day, stating that the fee is actually part of the deposit.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was quoted $1600 for moving services. Upon arrival I was informed it would be $2100. Bait and switch. Further when I expressed my displeasure the manager hung up on me and will not return my calls. Now they are storing my items and have been paid to deliver and I cant get anyone to reply to me by phone or email. This company is a total scam.

  Business response

  10/19/2022

  Dear ****,

    I am sorry you are not happy with the services thus far. However before all pickup dates at least 3-5 days prior our QA department make contact with the customer to verify all the details and make any inventory changes including adding items. Our log and call records show that we attempted to contact you once by email on 9/15 and you on 9/22 and 9/26 by phone for your QA call. We did not get any responses back from you. 

  On moving day the crew arrived to you home and did a walk through and informed you that had more items and presented you a revised estimate to include the new items to be moved required by DOT laws. You then have the option to take them or stay with the orginal estimate and not added items. You choose to take them and accepted the new price. 

  As to date your items are in storage per your request and you were given the price for an addtional month on 10/10 that you requested. If you are ready for delivery please contact our dispatch department an they will schedule delivery out.

  Customer response

  10/20/2022

   
  Complaint: 18187529
  
  I am rejecting this response because:  It's a flat out lie.  I was not called or emailed.  In fact, I tried to reach out to no avail.  There were no extra items.  Further, the "manager" of this establishment has me blocked, so I can't email him if I want to.  ************ has a plethora of 1 star yelp reviews for this very reason.  What choice do I have but to agree when the movers are already there.  What does me needing my items stored at the actually contracted movers, not this broker, have anything to do with my complaint.  I was the price 
  I was quoted to be honored; anything less is not acceptable.  They must be used to people just letting the additional charges go, and if I had not been blatantly lied to, I might do just that. I cannot forgive the deceit. This was not a mistake; or a case of missed communication, this was telling me whatever they could to get my business.  It's disgusting and no way to run a business. 
  
  Sincerely,
  
  ***********************

  Business response

  10/20/2022

  
  Thursday, 09/15/2022   
  Hello, this is the *********************** and i would like to schedule your ** call for 9/16 @ 10:00 am. During the call we will verify all the information about your upcoming moving and make any changes during that time. Please email back to confirm the date and time for your call. Thank you 
  
  Click on the job number 2794085 in order to view or alter your personal information and inventory list.
  
  Sincerely,
  
  ************
  QUALITY ASSURANCE
  American Relocation Services LLC
  ************
  qaderek@americanrelocation.services
  https://americanrelocationservices.net
  ******: 3180335

  This is a copy of the 1st attempt to reach you for the ** call and there were 2 calls after that to verify the details of your move. On the day of the move you were informed of the increase in price and the reason for the increase. At that time you have the choice to accept the revised estimate to include the extra or you can stay with your original estimate and price to move the items listed. You spoke to our office and agreed to the revised estimate and and placed the items into the carriers storage. on 10/10 a day after this complaint contacted us and inquired about another month of storage which you were given the price of $175.00 per month. You have stated we have been paid to deliver and the outcome you requested is to finish the service. If you are ready for delivery we will be happy to schedule it and remove the item out of the storage you requested. My direct contact info is in the email above and I will be happy to assist you to setup delivery if you are requesting it. 

  
  

  Customer response

  10/24/2022

   
  Complaint: 18187529
  
  I am rejecting this response because:
  I was told $175 and then a day later told $200.  Lets be clear I have no option but to complete the service you have my stuff.  I no longer wish to go back and forth with you. Its interesting that the email you produced I never received.  I do have the email from Alexandria stating that the price was all inclusive and no additional charges would apply. And I quote you even have extra room if you want to add to it so the refusal to admit you are in the wrong is frustrating.  I understand you have a company to run but Im disappointed I was misled.  I am only objecting to the storage cost discrepancy at this time.  So its $175 then?  
  Sincerely,
  
  ***********************

*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. ↩