Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My husband, (a retired USAF disabled veteran) contracted with ****** at All Out Moving (AOM) to complete a three staged move. Belongings were to be packed and a partial shipment was to be accomplished as a door-to-door move while our remaining belongings were to be transported to and stored in their climate-controlled storage facility. We went with AOM as they advertised as a veteran owned and operated business. We paid approximately $35K between moving, storage and insurance. We worked with ***** on storage and insurance, filing extraordinary value paperwork on-line as directed, with the paperwork dated and filed on May 17, 2022, and the finalized contract dated August 25, 2022. In November 2023, we paid over $16K to move all of our storage property to our new home in TX. We paid another $1150 for full coverage prior to our move out of storage and filed another extraordinary value form. Long story short, we have mold, punctures and rust on our leather furniture, busted antiques, scratched and damaged pictures and frames, also we had many items stolen or loss during storage or shipment (rugs, lamps, furniture and collectibles). We were advised AOM had 150 days, 30 days to acknowledge the claim, then 120 days to come to a resolution. We cannot afford to replace and repair thirty years of treasures without AOM making this right. Regardless of their claims of miscommunication (advice to wait to file, constant employee turnover, and failure to accept or return phone calls) we do not wish them ill, we just wanted them to make this right. We have no recourse but to seek legal action which we have done. We have copies of all paperwork, 100s of pictures of the damage, names of his employees which did the packing and the moving, and documentation of each time we attempted to work with AOM and received no glory. Attorney fee is another $300 an hour which will be added to the claim

  Customer response

  06/26/2024

  We have not been contacted by the business. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company moved our household contents locally in 12/23. I purchased extra insurance for $575.00 thru them. There was some furniture, appliance, and floor damage that I requested to be repaired within the appropriate required time. After a few weeks and several email follow ups to ask if they had the received the documentation, I was told that AOM would self-handle the claim. I I took all the photos requested on the claim form and completed the forms they sent to me. I called, e-mailed, and texted to check the status of the claim after a few weeks. I eventually had to advise them that I would turn over the matter to an attorney if they did not respond. The next day, owner ***** ******** and his employee, ******** came to my house to inspect the damage themselves. After looking around, they stated in no uncertain terms that they knew this claim was "fraud" and that they believed I was a "professional claimer" based on the photos I had submitted and the amount of detail I had provided on their forms. They said, "How much money are you looking for?' to me. I said none, I just wanted the freezer door hinge on my garage refrigerator repaired (they had bent it and we now have to use packing tape to keep it closed), that I want the two gouges in the newly refinished hardwood floor repaired, and the scratches in the furniture repaired. They have gone silent again for the last several weeks. I have gone from being patient with them to wanting to be done with them. I want to be reimbursed for the following: $575 refund for insurance policy they sold me and never intended to use. Refund daily rate for one worker who was in his first or second day of work. This worker was not fit for the job due to some challenges and only managed to wrap about ten plastic cups over the whole day. $800 - new garage door top-freezer refrigerator. Cost of having furniture repair company take care of scratches on several pieces of ************ ***** furniture.

  Business response

  04/15/2024

  see attached items

  We are writing in response to the complaint filed by Ms. ***** **** against our company, All Out Moving. We appreciate the opportunity to address the concerns raised and provide clarity regarding the situation.
  
  Ms. **** engaged our services for her relocation on December 6, 2023. Subsequently, on January 2, 2024, she submitted a claim asserting damages to several pieces of furniture, two separate hardwood floor gouges, and a garage freezer. Upon receipt of the claim, we conducted a thorough investigation, including reviewing listing photos available online.
  
  Our investigation revealed discrepancies between the items Ms. **** claimed as damaged and the actual condition captured in the listing photos. Several pieces of furniture she sought compensation for were found to be in the same condition as depicted in the listing photos, indicating they were not damaged during the moving process. While one hardwood floor scratch was indeed caused by our operations, the other existed prior to our service. Please see the 2 attached photos taken before repairs were made. One shows a filler with sand marks around it while the other is lighter indicating it was recently done. 
  
  Despite the questionable nature of the claims and the exclusion of appliances from our liability policy, we chose to meet with Ms. **** on February 8th, 2024 personally to discuss her concerns and explore potential resolutions. During this meeting, we candidly presented our findings and offered to address the legitimate damages, including the repair of both hardwood floor scratches and the touching up of additional furniture items. This work was also performed on February 8th, as a gesture of goodwill. 
  
  Regrettably, despite our efforts to amicably resolve the matter, Ms. **** persisted in making unreasonable demands, including expecting immediate responses to her inquiries and pursuing baseless claims against our company through various online platforms and accounts. This pattern of behavior, coupled with the evident fabrication of damage claims, has undermined the trust and integrity essential to our business-client relationship.
  
  In light of these circumstances, we have made the decision to deny any further claims from Ms. ****, as we cannot continue to engage with a client whose actions demonstrate a lack of good faith and respect for our company policies. We remain committed to upholding the highest standards of professionalism and customer service, but we cannot condone behavior that seeks to unfairly tarnish our reputation and impede our operations.
  
  Enclosed with this letter, please find copies of relevant documentation, including the contract outlining our liability policy and photographs supporting our investigation findings.
  
  We trust that this response adequately addresses the concerns raised by Ms. **** and demonstrates our commitment to fair and transparent business practices. Should you require any further information or clarification, please do not hesitate to contact us directly.
  
  Thank you for your attention to this matter.
  
  
  
  Sincerely,
  
  ***** ********
  Owner
  All Out Moving & Storage
  
  ************  *** ************  ***  ***********************
  

  
  

  Customer response

  04/15/2024

  
  Complaint: ********
  
  I am rejecting ***** ******** of All Out Movers response to the BBB because:

  Thank you forwarding the response from All Out Moving.  I will respond to each point in that letter one-by-one:

  Paragraph 2). They completed a thorough investigation?  I'd like to know what that entailed.  They never responded to my follow-up requests for information.  They repeatedly ignored my requests for a status until I mentioned retaining an attorney.  ***** ******** and ******** showed up (5 weeks post claim filing) at my door the very next day - 2/8/24.  

  Paragraph 3).  When ***** came to my house on 2/8, I acknowledge that one bureau gouge I had submitted had indeed been there before AOM moved us.

  Paragraph 4). *See below record of that 2/8 visit below.

  Paragraph 5). That's a rationalization to defend their complete lack of response

  Paragraph 6). That's a threat to wiggle out of their financial and contractual responsibility.Here is a chronological record of our communications:  

  1/5/24 - I sent e-mail asking if they had received my claim form and did they need further info from me - NO RESPONSE

  1/8/24 I sent e-mail to see if they had received my claim form - NO RESPONSE

  1/14/24 -******* ****** e-mailed me a response saying they got my claim form and that ***** ******** would be handling the claim directly and would be in contact.

  1/16/24 - I sent e-mail advising that we would be out of town beginning 1/23 and we wanted to get the claim moving before we left - NO RESPONSE

  1/19/24 - I  sent e-mail to them asking if the Declaration of Extraordinary Value form was included in the claim I had submitted and asking if they needed further information form me - NO RESPONSE

  1/22/24 I sent email follow up asking for acknowledgement claim was received, and to please send me the proper forms to proceed with the claim, as well as stats of the claim review - NO RESPONSE 

  *2/8/24 - ***** ******** and ****** ****** show up on my doorstep.  Within the first few minutes they said, "We know there is fraud here and what do you want?" ****** ****** stated that they figured I was a "professional Claimer" based on the documentation I had submitted.  I responded I want my furniture scratches fixed, my freezer door hinged serviced, and the two floor gouges filled in.  I want nothing else.  ***** proceeded to repair the  two floor gouges, though he was adamant they had only caused on.  He did a nice job.  He said he would send the ********* ***** over in March to look at the furniture scratches- she was out of town working a big claim and had been for months.  One of the items (a scratched bureaa) we discussed and I agreed that item should not have been listed and took full responsibility. He has listed that in his letter to you as a "fraudulent"item.  

  2/20/24 I text-messaged ***** about getting my freezer hinge serviced and getting an appt scheduled with he ********* ***** on the calendar.  I asked that all further correspondence be In the form of **** or e-mail - NO RESPONSE 

  2/22/24 - I sent an e-mail asking for a response to my text msg to ***** ******** of 2/22/24 - NO RESPONSE  

  2/25/24 - I e-mailed AOM (All Out Movers) saying since I hadn't heard from them, I would like to deal with the insurance company directly and asking for a copy of the policy and since I was not receiving any response to my communications, I would seek other remedies if necessary - NO RESPONSE

  3/18/24 - I filed BBB complaint.

  3/19/24 - I sent e-mail asking for status of our claim and had appts been made with an appliance repair company and ********* ***** - NO RESPONSE

  3/26/24 - Atty drafted a letter to Mr ******** asking for the name of his insurance company, the declaration page of said policy, a complete copy of the policy, as well as their contact info.  Letter was sent **** registered mail to ***** ********'s home address (which is also his business address).   

  4/2/24 - I received a voicemail from ***** ******** wanting to "clear the air" regarding the claim.  This call came immediately after negative reviews were placed on social media, including my BBB complaint number if anyone was interested in more detail regarding this company.  Since I had already spoken to an Atty., I did not answer that call.  I do not know if ***** ******** had received the registered letter form the Atty at this point and that was part of his decision to call me but I am sure he saw the negative reviews.

  4/9/24 - I received a letter from BBB saying complaint had no response from owner.  

  4/15/24 - BBB receives response from AOM, to which I have addressed above.  

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid approximately $2,000.00 for All Out Moving and Storage to move my furniture and boxes from **** ********** ****** ****** to their storage facility November 2020. I have since paid approximately $250.00 per month for my stuff to be stored. My new house has been built and we asked for our furniture and boxes to be moved to *** ******* **** **** and scheduled the date, April 26, 2023. We noticed right away that we were missing a few items. We contacted them and they instructed us to complete a claim. We completed the claim only for two larger items, stands for our washer and dryer. The smaller items we didn't include. Claim is attached. After some time, we were told that we would have to produce a receipt for the washer and dryer stands. This seems very unreasonable as I would have to have receipts for everything I stored with them. They never told me this. They only said they had millions of dollars of insurance to cover my stuff while they stored it.

  Business response

  06/28/2023

  To Whom It May Concern,
  
  I am writing in response to the claim filed by ***** ******* regarding her move into storage with our company in 2020. I would like to provide you with additional information and clarification regarding the situation, as well as address the concerns raised by the claimant.
  
  As per the regulations set forth by the Federal Motor Carrier Safety Administration (FMCSA), we offer two levels of protection for our clients as of 2023. The first level is Basic Liability, which is provided free of charge, and the second level is Full Replacement Value, which is an optional charged upgrade. It is important to note that as a moving company, we are legally required to offer Basic Liability coverage to our clients. The FMCSA regulations demand for Basic Liability to be available for handling claims in the event of loss or damage while using any moving company.
  
  At the time ***** ******* utilized our storage services in 2020, Basic Liability Coverage was the only option available to our clients, as we were still a newly established company. Under Basic Liability coverage, the payout for losses or damages is $0.60 per pound, per article. In the case of ***** ********* move, the Basic Coverage applies, and therefore, we are legally liable to pay $0.60 multiplied by the total weight of both appliance bases.
  
  However, we wanted to go beyond our legal obligations and treat ***** ******* as a Full Replacement Value client, despite her original selection of Basic Liability coverage. This decision was made in order to provide better customer service and satisfaction to someone that didn't even have a choice back then, compared to our more recent clients this year. We expressed our willingness to replace the drawers, contingent upon the submission of proof of purchase, as we required verification to ensure the accuracy of the claim. It is important to emphasize that all other items were delivered in their entirety when we transported them from our warehouse on April 26, 2023, according to our records and systems.
  
  We must request proof of purchase to prevent false claims by clients and to protect our business from potential fraudulent activities. Our intention is to ensure that past clients do not make claims for items they may not have possessed, especially several years after their original Load into Storage date. Without the required receipts or proof of purchase, our legal obligation is limited to issuing a check for $0.60 multiplied by the weight of the two drawers combined (56.7 lbs each), resulting in a payout of $68.04.
  
  In an effort to address ***** ********* concerns, our owner decided to provide additional assistance beyond our legal requirements. In addition to the $0.60 per pound payout, an extra $331.96 was offered to contribute towards the purchase of at least one of the drawers. Consequently, we are offering a total settlement amount of $400.00, which significantly exceeds what is legally mandated. We have attached the Settle Agreement & Release, which was sent to the claimant on June 2, 2023, and is awaiting their acceptance.
  
  Regarding the claimant's assertion that we claimed to have "millions" of dollars for damages, there appears to be a miscommunication. On November 3, 2020, we provided ***** ******* with the information that we carry $1,000,000 of General Liability Insurance, which covers damages to any property we come into contact with. Furthermore, we have $1,000,000 of Cargo & Auto Insurance to fully cover any damages to household goods in the event of an auto accident. Lastly, we carry $1,000,000 of General Liability Insurance to protect our clients in case one of our crew members sustains an injury while on the job. If required, we have also provided the original estimate from the Move into Storage in 2020 to verify the aforementioned statements.
  
  At All Out Moving & Storage, we firmly believe that we have gone above and beyond to resolve ***** ********* claim and provide satisfactory assistance in this situation. We are committed to maintaining our reputation for exceptional customer service and ensuring that our clients are treated with the utmost care and fairness.
  
  Please feel free to contact me directly if you have any further questions or require additional information. We appreciate your attention to this matter and trust that it will be resolved amicably.
  
  Thank you for your time and consideration.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/8/21, we contracted with Carlos at All Out Moving to move and temporarily store our belongings in their storage facility while the construction of our new home was being finished. We paid them $2,829 for this move and spent approximately $300/month on their storage. Once finished, they moved these belongings to our new house costing $2,829. After initial move, Carlos said his storage facility was full, but he had contracted with a nearby storage facility where the goods would be stored safely. It was not climate controlled as originally agreed resulting in mold on swivel chair. We did not have access to this facility nor ever given keys to enter the building, but we could meet with him and go together if we ever needed access. We never needed anything so didn’t go with All Out Moving to the storage unit. Nine months later, All Out Moving moved our goods to our new residence resulting in a few damaged goods & discovered our Fine China & Crystal along with other items were missing. We immediately called Carlos at All Out Moving, but he was unwilling to have any discussion with us. His company immediately referred us to a third-party company to make a claim. We filed a claim with the third-party who said they had 90 days to make a decision. We followed up at the end of the period when they indicated they weren’t working with All Out Moving anymore. We hired a lawyer to try to work with All Out Moving to get some level of compensation for the damaged & stolen goods. They only responded with a letter saying they try to provide good service and stated that since we had access to the facility, which is not true, that he was not responsible for any missing items. No company is perfect, but most reputable ones attempt to remedy their errors, but not All Out Moving who was unwilling to honor contract. We are seeking reimbursement and want others spared a similar experience by reporting to BBB. We will pursue the claim through Civil Court if this is not resolved.

  Business response

  01/30/2023

  Please see attached for all paperwork and contracts signed by this client. ***** ***** did indeed have troubles on this relocation. After investigating this case we did indeed confirm that she requested a climate control unit but a miscommunication between the director of operations and the crew resulted in it going to 2 separate outdoor units at public storage. Once Operations discovered this we immediately put humidity control in place. Units have cameras in place and the complex confirmed they had been undisturbed. In the response we sent to your attorney, we also discovered we were informed of this well in advance and we also applied several large discounts to you for our error. When you reported missing China, we investigated the previous crew and saw no infractions from what we moved originally to storage and what we moved to your house. Shipment weights were the same and the complex already confirmed no one had been inside the two units we reserved for you. With all this being said, he cannot be held responsible for items we do not pack nor do we have any responsibility for valuables that are both uninsured and also not listed on the declarations of high value form. All options for valuation were left unsigned and blank. You were not charged for valuation but you are also not covered for damages or lost items. Especially when weights and inventories match for move in and move out. I'm sorry for any troubles or issues this has caused. I know the response we sent to your law firm over a month ago was much more detailed and organized for your review.

  Customer response

  02/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  There are many inaccuracies in All Out Moving's response as outlined below:
  1) The letter sent to our lawyer stated we had access to the unit which is not true. We were never given a key or code to the unit and I was told that I would have to go with an All Out Moving representative. 
  2) When I called to report lost goods, I asked for Carlos but he was unavailable and a kind lady talked to me and told me that after reaching out to the subcontracted storage company, she found out that it didn't have the security footage from that long ago which does not match All Out Moving’s response above. 
  3) When our goods were delivered, movers stated it was a mess as boxes were smashed and asked me if we had ever been to the unit of which we emphatically stated NO. They said there was a strange lock on it that they had to be cut off which I thought was odd but later made sense after goods were missing. 
  4) Carlos told me the company provided better insurance and liability than what is required by law. Unfortunately, nothing damaged or stolen seems to be covered.
  5) It is inaccurate to say the weight was the same in both moves. They never counted boxes at my house, they simply used the same contract (via a hand held device to sign). We lost at least 5-8 boxes containing all my china, crystal, linens, and everyday glasses and more.  I packed them and know this to be true.
  We have damaged goods (dented dryer, molded chair) that the contract states are covered to some degree (based on weight) that they are not covering.
  I regret not choosing the valuables coverage but was naive and didn’t dream of china and crystal being stolen or that the company wouldn’t try to remedy if this occurred. We’ve had no discussion with Carlos who was our representative or the business owner during the entire process.
  Their process of making you sign contracts on their phone which doesn’t allow for you to really read it after movers have worked 10-12 hrs, makes it unreasonable to assume you can account for all your goods before they leave. It takes days to unpack your boxes.
  We want others to know about our situation to avoid the problems we experienced. We are considering next steps such as small claims court.
  
  Sincerely,
  
  ***** *****
  
  

  Business response

  02/09/2023

  We wanted to apologize for the move not going as planned but there is nothing we can do for this relocation. All Out is now under new management but we don't have the capacity to compensate for missing items that cannot be proven. Please refer to all documentation that was sent previous or refer to the more detailed packet sent to you. 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this business to move our personal items on October 8 from a rental home across Chattanooga into a home we had just purchased. We got the moving insurance the company offered in case any items were broken or damaged. Our couch was tore and broken in several places. They sent out someone to inspect it and that individual indicated it could not be repaired and needed to be replaced. The company refuses to replace our item (which at current price of around $5,000) and will only refund us $275 (the cost for the insurance.) We tried to offer $3,000 (the original price of the couch) and they are still refusing to pay to replace our couch or even give a fair market value for it. We would like a refund for their services.

  Business response

  02/13/2023

  To whom it concerns, 

  I wanted to firstly apologize to this client as he is one of three that we serviced and failed while under going some large internal changes. **** did indeed purchase valuation during a time we were changing from a claim service that was giving no response to clients and causing massive issues. When we received ****'s claim we saw the declaration form that would list items over $1000 in value was not filled out but signed. This was due to broken communications between companies and not having proper follow up with clients guaranteeing it is all being done correctly. This alone validates his claim and calls for a refund.  It took us over 2 months to receive all claims and files from "moving claim services". After discovering all this and having the claim entirely under All Out at this point, we went ahead and sent a furniture repair man to fix the damaged sofa along with another damaged piece. He was able to repair the wood but was limited to what he could do for the leather. After hearing this we reached out to **** and refunded his policy due to us being unable to repair the item in question along with the item needing replacing not being on the declaration form. We didn't want to just deny because of incorrect paperwork hence why we still attempted repairs. I'm sorry your move did not go as planned and I wish we could offer a better resolutions but after paying for repairs and refunding the policy, we've already taken a loss and this was the best resolution I could create while in trying times for a sofa nearing 6 years of age. Please see attached for all supporting documentation pertaining to this relocation.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used this company for my move from Georgia to South Carolina. I paid over $6000 for packing and relocation including 2 full sized trucks. The morning of my move I met with the person who I consider the "lead" mover and did a walk through of the house to show him exactly what items in the house were to be moved. I told him "everything in the house" and pointed out which items in the garage were to be moved. I stayed and helped pack things for over four hours with the crew. When things looked like they would be wrapping up shortly, I asked the lead if I needed to stay or if I could head on to get my pets out of the crate. I was assured that I was not needed so I left. The crew called to tell me they had left about an hour or so later and asked for payment. I gave them a 15% tip assuming that they had done their job. That night I received a drunken phone call from the lead mover at 2:30 saying "come.. come let me in" to which I immediately hung up. He proceeded to call another 6 times between 2:30- 3:30am. As a newly single mom this was quite frightening. The next day the lead mover shows up looking like he had been in a fight with his face all cut up. One of the movers mentioned they had gone to a sports bar the night before. During the move two bookshelves were broken and my walls were banged up. I quickly realized that a lot of my stuff was missing which made no sense because the second truck was only half full. I had my neighbors check and I was sent videos and pictures of two christmas trees, outdoor rug, standing planters, closets and cabinets FULL of items, and a table. All things that if they had done a final walkthrough they would have seen. I called corporate and while they did send movers to get my remaining things and a $200 check for the lead movers "unprofessionalism" they claimed I signed a contract that stated I must remain on site at all times. When I responded that was not my signature on that page of the contract I received radio silence.

  Business response

  11/18/2022

  Good Morning,

  My name is David D******* and I am the owner of All Out Moving. I'm honestly in disbelief to see these reviews and your desired outcome after everything we did to assist your relocation. YOU the client left the house before the men were done loading. You told them you were making several trips back and forth and not to worry about all the small stuff. Move goes on and we transport belongings to SC. Management is made aware that not everything was packed and shipped. There was obviously miscommunication. So we took it upon ourselves to go back despite the legalities in our contract. Packed everything remaining and transported another shipment to you. This cost me close to $1200 alone with labor and fuel to correct a situation. We then did a investigation for the lead that called you in the early AM. We confirmed he was indeed at the hotel using both GPS tracking on company devices with also requesting and pulling CCTV from the hotel they stayed at. As for his face, he mis-stepped getting out of the truck the day we unloaded you. Even with all of this discovered, we still considered that extremely unprofessional and refunded a additional $200 for unprofessionalism. My company and myself have extended ourselves as far as possible and the fact you're requesting a complete refund after we've already done all of the above is simply disheartening. We are a small local company that actually took a large loss attempting to give you the best service possible. Please let me know if you have any questions and I hope you have a good rest of your day. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used this moving company last year for our moving services from Chattanooga, TN to Hixson TN. We were not happy with the services to begin with since they arrived late and delivered our items late but that is not the major complaint here. During the move, a number of things were damaged and we have not received replacement of the items or compensation of any kind. We got the run around from their insurance company asking for receipts which we could not provide and it has been a horrible experience. They broke our 50 inch Samsung TV ($1000), Breakfast Table that included 6 chairs all handcrafted with Oak Wood ($1500), Desk ($150), and a desk lamp ($100). It has been a painful experience and the company has refused to comply. They have asked for receipts which were not able to provide since these items were purchased a few years ago and the company dragged their feet hoping that I would just go away. I am sorry that is not the case. Please acknowledge this complaint.

  Business response

  09/06/2022

  Dear Mr. ********;
  
  With respect to your inquiry regarding your claim to All Out Moving please find herein our response.
  
  Your claim submission emailed on December 1, 2021 was incomplete (see our email below) and submitted outside the 60 day
  deadline for submitting a claim.  In as much as we extended grace within our email dated December 3, 2021 you never responded.
  
  On August 13, 2022 eight and a half months after our email dated December 3, 2021 you contacted All Out Moving.
  
  Unfortunately, this claim has been closed.

  Please see attached email print outs asking numerous times for forms and photos to be submitted. All Out Moving actually sent the photos to the claim service on your behalf but other photos and forms were still required and never sent in.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired All out Movers to pack the contents of our home in June, 2021. They stored the contents of our home during a renovation and in November, 2021 moved the pod and unpacked it for us. The renovation was still going on, so we left the items in boxes for another month. When we unpacked 1.1.22 we immediately sent an email and began a claim. We sent updated photos and lamp receipt for repair 1.17.22. Left message with Carolle 1.31.2022. ************ also ************ cell Terry, Carolles boss. We waited the alotted 120 days they needed to assess that ended May 4th. We did not receive resolution until June 6, 2022, an entire HALF A YEAR after we filed the claim. We filed a claim for a scratched bureau and two crushed paintings. The paintings were wrapped in Saran Wrap. We were charged for storage boxes to store them. The paintings were put on top of other objects and over the months of storage formed around those objects and were lumpy and damaged. Basically the claim response said that we caused the damage when we packed the items. We did not pack the items. We paid All Out Movers to pack the items. Then the claim response said we caused the damage in the time between delivery in November and when we opened the boxes after Christmas. The items stayed in the boxes the whole time. The same boxes that All Out Movers packed. After half a year of waiting for a determination we received $0 for scratched furniture and ruined artwork. We tried calling All Out Movers today. Their mailbox is full and can't accept messages.

  Customer response

  06/15/2022

  
  Complaint: ********
  I am rejecting this response because:

  This is ridiculous. We didn’t break our own stuff. It sat there in boxes, unmoved after All Out put them there, in an unused room. Are you saying it broke itself while it sat in boxes? OK, if that is the logic, we give up. This is utterly preposterous, lengthy and the biggest, longest cover your backside letter I’ve ever seen.

  We will assume all costs to repair:
  Lamps
  Paintings
  Bureaus
  because you all have beaten us down with your long and verbose reasons. Evidently our stuff broke itself as it sat in an unused room for eight weeks. So be it. We give up. You win. We have lost over $2000 repairing stuff that broke itself evidently.
  

  We have moved over 18 times and never had issues. This is the first time we have ever had moving issues. We are saddened and disappointed and spent $2000.00 to fix problems from the move. The fact that the moving company takes zero responsibility is really sad.
  

  Last time, we packed, moved, and trucked all the same items ourselves. Zero issues. We are not hiring professionals from your firm again, nor recommending your services. 

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

  Customer response

  06/24/2022

  Hello:  

  We tried attaching this via the portal, but did not see a way. Attached is our contract with All Out Movers listing the paintings and the size. The response says they were not hired to move paintings...it is right here in the inventory of the home of items to move. 

  This inventory was part of the contract we agreed upon. Of particular note is Dining Room, item one, Painting 4'x6' or larger. A screen shot is shown below, and the entire document is attached for reference. We can also supply numerous emails with the claims company where we documented the painting provenance. 

  You will also note that we added insurance for an extra $100 to help with these issues. It reads: 

    Tier 1 Cost: $100.00 Deductible: -- Under Full Value Protection, your mover is liable for the replacement value of damaged goods in your entire shipment. This is the more comprehensive plan available for the protection of your belongings. Unless you select the alternative level of liability described below—Released Value—your mover will transport your shipment under the Full Value Protection level of liability. If any article is destroyed or damaged while in your mover's custody, your mover will, at its discretion, offer to do one (1) of the following for each item: - Repair the item - Replace with a similar item - Make a cash settlement for the cost of the repair or the current market replacement value up to but not to exceed $500 dollars of coverage. Under this option, movers are permitted to limit their liability for loss or damage to articles of extraordinary value, unless you specifically list these articles on the shipping documents. An article of extraordinary value is any item whose value exceeds $100 per pound (such as jewelry, silverware, china, furs, antiques).   
  

  
  

  Regards, 

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

  
  

  Business response

  07/06/2022

  My name is Teresa C********, *** *** ****** ****** ******** **** ****** ***** ********.  We are the claim service provider for All out Moving & Storage, Chattanooga, TN.

  With respect to Ms. ********’s (herein referred to as “Shipper) complaint filed with the Chattanooga BBB please find attached our response.

  
  

  Customer response

  07/11/2022

  
  Complaint: ********
  I am rejecting this response because:

  It contains non-accurate information. It says we did things that we did not do in many places. It isn't my full time job to go through, line by line and debate who did what. We asked folks to pack, move, store and return our belongings. Somewhere in there, they got damaged. 

  We don't have time to wade through all of this. It was clearly a mistake to think that filing a claim would do any good. We will repair the items ourselves. 

  Sincerely,
  **** **** ******** and ****** ********

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing with regards of a claim that I cannot seem to get settled. You have helped my in the past concerning ***** **** ******* for which I am grateful. They finally settled my claim. This letter is regarding the moving company of All Out Moving located in Chattanooga. I hired them to move my possessions to *** *********, FL in November 2021. Unfortunately, I have had to file a claim. Several items were damaged and some were lost and have yet to be found. My problem began when I was not informed that my claim had been given to Move Smart Move Management, LLC located in Malden, MA 02148. I had made several calls to All Out Moving assuming they were processing my claim. I was never informed they were not doing anything, but had given it to Move Smart. Upon learning this I wrote a letter (attached document) to them informing them what information I had. Because I was not told about them a lot of information was no longer available (boxes, pictures, etc. as they requested). Since the letter written in December I took pictures with my phone and forwarded to Carole S** *********** at P.O. Box 3, Molden, MA 02148. After no response, I emailed pictures and a copy of the original letter to Ms. S** ***********. I have sent what information I had to her twice, plus have spoken with her four different times. Each time I speak with her all I get is the claim is being reviewed. The last email said it was being processed and they had 120 days to review. I am at a point where I don't know what else to do to this settled. I did pay All Out Moving $499.00 to insure my belongings. Can you help me yet again. I now live at 835 East Watson Road, *** *********, FL 32086. This is the address they delivered to. Again, many things were lost or damaged. Do you have any suggestions as to how I can settle this claim? Their (Move Smart) phone number is 781-985-6574. Thank you for any help you can give me. I appreciate you making note of this issue. I choose All Out Moving because everyone said it was the best in Chattanooga. Apparently, once they were paid I am no longer a concern to them. Sincerely, *** *******

  Business response

  04/26/2022

  All Out Moving offers insurance through "moving claim services". The issue with this claim is two different parties overlapped each other several times making the claim extremely difficult to process for this agency. Last I checked, there was still a ongoing claim process to iron out details and conduct investigations. Some of the claim amounts were ludicrous and we actually had to deny calls from the volume they continued to call at. When that happened, we gave all responsibility to moving claim services as they are the ones to conduct the sale and process the claim. We simply assist with claim paperwork and information pertaining to the relocation. 

  Customer response

  04/27/2022

  
  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,
  
  *** *******

*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. ↩