Complaints

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against The Armstrong Company regarding the substandard service and the resultant financial burden my family and I have experienced during our recent cross-country move.On June 20th, I paid The Armstrong Company over $14,000 for their services to facilitate our move from ****, ************** to ************, *****. Despite the driver initially confirming our delivery dates and requesting we move our date to be before the delivery spread window, the company changed the dates on two separate occasions, ultimately causing significant inconvenience and unexpected expenses for my family.Due to these changes, we were forced to spend over $1,000 per day from June 26 to June 29 on lodging, boarding for our dog, and meals. Again, this could have been avoided had the company communicated effectively and not requested my family replan our home closing and ancillary services be performed prior to the original delivery spread. When I attempted to address this issue, my sales representative, *************************** whom I had communicated with nearly a dozen times over the past six monthsfailed to recognize my name or our prior conversations. Furthermore, my attempts to escalate the matter to the local ********** ******************** were met with complete disregard, leaving me feeling both neglected and taken advantage of.I believe this situation has been grossly mishandled and misrepresented by The Armstrong Company, causing undue stress and financial hardship for my family. As such, I am requesting reimbursement for the additional expenses we incurred, amounting to $3,000, as a result of the company's failure to communicate and honor their commitments,

  

  Business response

  06/28/2024

  Dear BBB,
  
  I recently spoke with Mr. ********************* regarding his delivery spread with United *** Lines. Although we are going to deliver his shipment within our spread,there was a miss communication regarding the delivery. The original perceived delivery date was June 27, but the actual delivery date will be June 29, making us two days late based on ******************** perception.
  
  Despite delivering within our delivery spread, I offered **************** a Goodwill gesture of $100 a day as outlined in our contract for any delays. This was not required by our agreement, but we wanted to ensure customer satisfaction.
  
  I have attached our communication with **************** for your reference. If you have any further questions or concerns, please do not hesitate to reach out.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *******************
  President/ Partner
  The Armstrong Company
  
  ? o. ************
  ? c. ************
  ? **********************************
  ? goarmstrong.com
  
  

  Customer response

  06/28/2024

   
  Complaint: 21911508
  
  I am rejecting this response because:

  As stated in the attached file by The Armstrong Company, The driver will be calling you at least the business day prior to a delivery attempt. Please remember that failure to accept delivery will result in your items being placed in short-term storage and will result in additional fees.  

  The driver contacted me on Monday, June 24th, at least the business day prior with a confirmation of June 27th at 9am. This is evidenced by the attached screenshot and follow up text from the driver directly. 
  

  $100 per day doesnt cover food for a family of 4, let alone hotels, rental car, and boarding our dog.

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

  

  Business response

  07/16/2024

  To whom it may concern:

  This customer was not moved by my **********************'s location.  It originated in ************** and concluded in ******  The move was booked by Armstrong in *********** ***** not ********

   

  thanks,

   

  ***************
  President

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently relocated for work and Armstrong Relocation was assigned to move my household goods. During the moving process, several items were damaged during the process due to mishandling, including boxes that were crushed and furniture that was torn to pieces. They are now stating that they will only reimburse me $6 per pound for items that they damaged. I have attached the claim form that I submitted to Armstrong yesterday, and I can provide photos of the damages and screenshots of replacement items including costs if necessary.

  

  Business response

  09/15/2022

  Update- We did end up making a claim payment to them for $1400 and would expect her to corroborate that she received that payment.

  
  

  Customer response

  09/15/2022

   
  Complaint: 18024021
  
  I am rejecting this response because:

  The information provided by the business is entirely false. No payments have been made to me and I did not receive an offer for $1400. I have been communicating with ************************* regarding this claim and the offer that was made this morning was $500 to settle. I did not accept this offer because it was significantly less than the replacement value of my damaged goods. I informed them that I would accept $1500 if it was approved today and paid by Friday September 23rd, otherwise I will need to receive full compensation for the amount claimed. I have attached images of the relevant email communication from this morning. This is the most recent communication from Armstrong Relocation. 

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

  

  Business response

  09/15/2022

  We paid $1400 on another file, not sure why BBB would have said we paid $1400 on this one.  We are handling this claim through normal channels.  Our claims Manager, **** still has this one in one process.  She will process the claim as required but the contract.  That could be repair or replace whichever is less.  The adjuster will determine the total payout if there is a pay out.

   

  thanks,

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

  Customer response

  09/16/2022

   
  Complaint: 18024021
  
  I am rejecting this response because:
  

  **** is no longer handling my claim and has apparently passed my information to the ************************* The complaint is still not resolved because no offer of full payment for my household goods has been made.

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

  Customer response

  09/23/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Armstrong Relocation and the ************************ have been in contact with me and appear to be attempting to resolve my claim by completing a virtual survey of my damaged goods. I provided photos to the inspector as they requested on Monday and have not gotten an update yet other than they are working on my claim.

  Regards,

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

  

  Business response

  09/26/2022

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

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

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Armstrong Relocation (United *** Lines) was secured to provide packing of household goods and the interstate move of household furnishings from ****************************************************************** to ********************************************************** on 7/12-19/2022. Services in the amount of $15,982.23 were paid for on invoice #U0302 ***** 1 01, dated 7/27/2021. Full Value Protection for household goods was included with a $0 deductible. There were multiple problems with the quality of move services during packing & loading in addition to damaged/broken household items for which the requisite claim forms were submitted to Armstrong Relocation on 4/6/2022 which was within the 9 month window as allowed. As of this writing multiple attempts have been made to reach the following representatives of Armstrong Relocation via phone calls & email to resolve my issues (***************************, Relocation Consultant; *****************************, Move Coordinator; *************************, Claims ****************************** President). I have received NO response from Armstrong concerning my complaints nor payment for items identified on submitted claim forms. More details can be provided with copies of letter and claim forms that have been submitted to Armstrong.

  

  Business response

  10/03/2022

  Hello,

  I was unaware of this issue with BBB until now.  This occurred some time ago, and was reviewed by *******************, the former President.  The *** items for this customer were delivered into a Mini storage location.  Once it is delivered into a mini-storage location, a claim would need to be filed and damage would need to be noted on the inventories at the time of delivery.  There was no notation of damage at this time, and we received the claim nearly a year after we handled it.  We can't be held responsible for damage to items that have not been in our possession for that long.  Anything can happen to household goods in a mini-storage, and anyone could have handled those goods once they were out of possession.  It is unreasonable to continue to hold us liable for goods we did not have in our possession.  We consider the matter closed.

   

  thanks,,

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

  President.

  Customer response

  10/05/2022

  If ************ would review my invoice he would note that the delivery was a 2 part delivery.  Part of the goods were delivered to a mini storage unit and part of the goods were delivered to a residential location, which the move team referred to as a "drop".  All items on the claim were for damages to goods delivered to the drop.  My contract states and Armstrong employees also stated that i had 9 months from the date of delivery to file my claim with them.  If you note the date on my claim you will see that it was submitted within the 9 month timeframe.  Thus, I expect the claim to be honored.

  Further, my complaints as to the awful service and care of my goods began immediately with Armstrong personnel.  Although, I should say the attempts to complain began immediately.  I understand, ************ was not the President during this time period, however, his predecessor never responded to any complaints nor did anyone else in the company.  The only response I ever received from anyone was that "************** will have to address those issues".

  For the amount of money spent on this move, the level of service and care of my goods was abysmal!  Were I in the position of leadership with this company I would certainly want to look into and address the types of issues that we had with this move.  I have moved several times in my life using different national moving companies and I have never received such poor service and treatment from the moving team and from the administrative team behind them.

  I do not accept **************** response and consider my complaint to remain active and valid.

   

  

  Business response

  10/05/2022

  The items that were damaged came from the self-storage unit, which would not be covered.  We consider the matter closed.  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Armstrong was hired for a recent move I had by my work. They hired a subcontractor to pack out our 2 bedroom apartment on May 18. We were unfamiliar with the process never having done this before and feel weve been taken complete advantage of. They controlled the inventorying process and advised my husband that the only high-value items that needed to be listed were jewelry such as diamonds and gold. For that reason, he didnt think to include his power tools on the high-value list. Upon delivering our things at our new address, we discovered that his bag of Milwaukee tools was missing, alongside some smaller items such as a soap dispenser, dustpan and brush. We placed a claim and highlighted a line item titled suitcase as the line item pertaining to the toolbag, as the Milwaukee bag was a duffel bag and we did not have any suitcases they would have packed. We also provided the original receipts from when they were purchased. They advised that they were not explicitly named on the list and that neither were our soap dispenser or dustpan and brush and will therefore not make us whole on these items that they seemingly deliberately left off of the inventory list in the first place. They then strongarm you into not being able to pursue a claim because they force you to sign off on the delivery despite nothing being unpacked and everything being in boxes, therefore not allowing you the ability to actually look through the boxes to ensure all items have been delivered. To add insult to injury, I spoke with a colleague who also had Armstrong move their belongings from CT and she told a similar anecdote where there was an entire box of kitchenware missing, $450 worth, and Armstrong denied her claim because similarly, they took advantage of her unknowing of the process and did not **** it on the inventory list. Youre better off moving your stuff yourself. **Additionally: Armstrong is subcontracting with other movers. The actual movers were **************************** **** in **.

  

  Business response

  09/15/2022

  am in receipt of the certified latter you sent to our location.  I am the new President and these things should be addressed to me going forward.  I have reviewed the file, and continue to believe that this claim was handled properly.  We have been in business for over 60 years, and do try and deliver the best service we can to our customers.  ***re is a claims process that needs to be followed.  That process is designed to protect both the customer and our business.  ***re is nothing intentional in the process to strong-arm a customer.  *** standard process is to inventory all items at origin and then check them off at destination.  If an item does not check off it would be deemed missing.  In this case, there were not items not checked off, therefore all items would be considered delivered.  ***re was nothing left off the inventory deliberately. 

   

  We consider the claim closed.

   

  Thank you.

   

   

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

  President

   

*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. ↩