Complaints

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had All My Sons Moving take our home contents and move it into our storage unit while our new house was being built. This occurred on April 26th 2021. While looking through our storage and getting ready for our move, I noticed that some contents were missing and never made it to the storage unit. The 3 employees that worked there are no longer employed and the manager Brad Webb was less that cooperative as I attempted to communicate my concerns to him, while he over continued to over talk me and then hung up on me. They were supposed to call me back last week but never did and when I call today 3/4/2022, I was met with resentment, smug replies and a hang up from the manager Brad. I would not recommend them moving forward. ***** ****** XXX-XXX-XXXX

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/14) */ Thank you for the opportunity to address your concerns, Cary. Our most sincere apologies for falling short of exceeding your expectations. A claim form will be emailed to the address we have on file for you. Instructions regarding how to file a claim will be included on the form and contact information for our corporate Customer Care team if you have any questions. Once your claim is filed, all issues will be addressed accordingly. Moreover, our sincere apologies for the negative experience. Consumer Response /* (3000, 7, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for that response. Addressing customers complaints are a very important part of doing business. Making customers feel as though they are the most important person and at the highest level of importance to your company. This is why spelling their name correctly after having your employees steal their personal items is so important. Thanks in advance ***** Business Response /* (4000, 9, 2022/03/25) */ Our apologies for the misspelling of your name, *****. Once your claim is filed, we will proceed accordingly.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of moving company move 1/28/22. Amount paid $2769.83 Amount offered by movers to repair damaged furniture $450 Amount estimated for repairs by professional furniture repair person $1275. I was moving 1 block away. However, the biggest damage was done before they even got the furnishings out of the house due to their inadequacies, inexperienced workers. Even the workers were badmouthing each other and the company itself. Incredibly unprofessional from start to finish. here is story: It was a brutal 10 hour day start to finish. The main mover was late due to car issues. That happens and I completely understood. Then he showed up with no tools and asked to borrow mine. Again, not a big problem but seems to play into the entire day of missteps. Lack of experience and care: The desk is not heavy but does have an integrated, metal leg structure. One of the men somehow cracked the frame of the desk before it even got out the door to be loaded on the truck. I have had this desk moved before without issue. The "trainer" who had stopped by the house, said one of the movers had tried to remove the legs. Apparently, the mover was fired on the spot for his inadequacies and attitude. That is what I was told by the other movers. Overtime I paid for: I don't believe this situation takes into consideration 3 men that took 1.5 hours to remove the chaise from my bedroom. Finally, the 4th person went upstairs and removed it without the same issues as the other men. I did not raise an issue about the time spent on it but in light of the entire moving situation, I feel the overtime I paid to account for this, and the desk blunder, were more than what would have been had the movers had more experience/better trained. The amounts I requested for each item are not baseless. I had a professional furniture repair person give me quotes on repair of these items. The amounts are based on his professional opinion. My $1800 desk is now completely useless.

  

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/11) */ Thank you for the opportunity to address your concerns, *******. We are sorry to hear that we've fallen short of exceeding your expectations. After reviewing your account, it was found that a claim was filed and a settlement offer made per contractual liability. The legal limit of liability, $0.60/pound/item, is regulated by the Department of Transportation. The amount offered was increased beyond our legal limit of liability to address the claimed property damage and all supplemental matters pertaining to your claim. The amount offered will be honored as full and final. Moreover, our sincere apologies for the inconvenience this has caused.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had to move furniture out of an assisted living facility right after my friend died. And I had to move it in a hurry so that we would not be charged another month's rent. I called All My Sons. They assured me that they could do the job the next afternoon. I gave them a detailed list of all of the furniture that had to be moved (and, in fact, it turned out be less, as I took some items in my own car). The person in charge of setting up the move said that he would send.a three-man team. I questioned this, given the small amount of furniture involved. He assured me that it would save me money.All My Sons moving did not show up when they promised they would and they did not even have the courtesy of calling to say that they had to postpone the job to the next day. This was a major inconvenience and I had chosen All My Sons specifically because they had assured me that they would arrive when promised. I had to sign the bill in order to have the furniture released to me but it was clear that All My Sons had used a three-man team and a larger truck so that they could pad the bill. The difference between a two-man team and the three-man team sent was approximately $50/hour and the job took four hours. The padded the bill by $200. Also, when I got my Visa bill, I saw that they had charged me for the $100 deposit but had not taken off of the bill.All My Sons owes me $300. They took advantage of people who had just lost a loved one (and they knew that fact). I want to make clear that I have NO complaint about the men who actually did the moving. They were courteous and efficient.

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/14) */ Thank you for the opportunity to address your concerns, *********. We sincerely apologize for falling short of exceeding your expectations. This is never the commitment we make. After reviewing your account, all charges were accurately taken. Per our system recordings, the move began at 10am and the deposit was in fact used towards the move. A refund cannot be justified. Moreover, our apologies for the inconvenience this has caused.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The experience was horrible, I was being charged 150 dollars per hour for 2 people. Two people arrived to complete the move, one was being trained, so he was very slow and stood around a lot. He had not been shown how or what to do so he was lost and needed constant guidance. I paid for 2 and received one and a trainee, 4 hours into the move1/4 of the 2 bedroom apartment had been moved out. I have video proof of the 2 of them taking one article at a time to the loading truck, standing around drinking and smoking for 10 minutes then slowly returning. My friend and I packed and carried most of the articles ourselves, and the entire home was pre packed prior to the moving company's arrival. They smelled like marijuana and were very rude and disrespectful, becoming mad and aggressive when questioned about their work or lack there of. After the loading process was complete, I was told that I had used a large amount of supplies, 300 dollars worth, and if I would pay the driver 150 dollars then he would not report the supply use to the company and would save me the money. And I could also stop and get cash to pay him with. They attempted to extort money from me, and again became hostile and aggressive when they were denied the cash payment, and then I was told that if I did not pay the bill immediately my furniture would be confiscated and remain on the truck. I was initially quoted 750 dollars for the complete move, with no mention of extra supply charge, gas charge , drive time charge and of course extortion money. I was also told that I would be reimbursed the payment difference between the estimated completion time of 430 pm to the actual completion time of 3 pm but this was not done. My furniture was damaged intentionally with a knife which was used very violently and carelessly to remove wrapping , and the move was not complete as the main mover refused to place the furniture in my house. I was extorted , verbally abused and overcharged for a incomplete servic.

  

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/11) */ Thank you for the opportunity to address your concerns, *******. Please accept our most sincere apology for falling short of exceeding your expectations. This is never the commitment we make. The service issues that you've brought to our attention will be addressed internally. A good faith gesture will be emailed via DocuSign to you regarding the negative experience. Contact information for our corporate Customer Care team will also be included in the document should you have any questions. Please do not hesitate to reach out. Moreover, our most sincere apologies for the negative experience. Consumer Response /* (2000, 7, 2022/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  All My Sons (AMS) refuses to pay for damages because I did not sign settlement agreement by their deadline, resulting in case being closed. It is significant to note that at no time did a representative mention that not signing the agreement would result in forfeiting reimbursement. When questioned about the policy, I was told staff is not required to verbally inform customers because it is written in settlement agreement, which is not true. The representative stated I only had one chance to accept their offer. The verbiage in settlement agreement states that "AMS has agreed to pay above the legal liability to the amount of $630.00. Your claim will be considered closed 90 days from 10/09/2020". This statement does not indicate that if offer was not accepted by 01/09/21, legally AMS would not be required to honor the settlement agreement. I contacted AMS numerous times with specific questions but never received a response, which in hindsight, delayed the process. The Corporate Office related that "due to the length of time that has passed, the claim will not be re-evaluated or reopened", which is contrary to the initial explanation provided by staff. AMS corporate never denied the representative's reason as to why funds had been denied. AMS' policy "to take what I give you or you get nothing" is deceptive and and unethical business practices. In fairness, customers should be made aware of their policy requiring everyone to accept their offer or receive no compensation. I am requesting that AMS honor their settlement agreement for $630.00. The estimated cost for damages was $2,830.00 for a thirty-minute transport. The extenuating circumstances that delayed the filing of complaint include Covid, health problems (severe asthma) and family issues (respite care for elderly parent). I also unsuccessfully tried to resolve matter with AMS. After completion of our retirement home, we relocated from Hampton to Williamsburg three weeks prior to statewide covid restrictions.

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/07) */ Thank you for the opportunity to address your concerns, ****. As you've noted, the claim was closed due to the time frame. AMS tried multiple times to resolve the experience and damages incurred through our claim process, including making multiple offers. The claim will remain closed. Consumer Response /* (3000, 7, 2022/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***** *******, It is with great sadness that I must admit to selecting a moving company that lacks transparency and commitment to good customer service. The reported re**** for your refusal to approve the claim payment is the missed deadline; while ignoring the fact that thousands of dollars' worth of damages resulted from the local move, causing a financial hardship for my family. Staff members were aware of the consequences but failed to disclose information, per company policy. It is a deceptive and dishonest practice not to inform customers that if a settlement agreement is not signed by your deadline, funding will be forfeited. What is the incentive to work with customers towards a re****able settlement agreement? None, because staff members are aware of AMS's "take this or get nothing" policy. The verbiage indicating claims will be considered closed 90 days does not in any way explain that funds will be forfeited, if customers do not accept the settlement agreement by your deadline. In this case, our first offer was $278.00 and the second was $325.00, for an estimated weigh of 12,824 pounds. As stated before, several questions regarding the $630.00 settlement agreement were repeatedly ignored by your staff. Sadly, your company's policy appears to be a deceptive but lucrative business practice that only benefits All My Sons Moving & Storage. Business Response /* (4000, 9, 2022/03/24) */ The claim will remain closed. Consumer Response /* (4200, 11, 2022/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) For clarification purposes, I did not reject the $630.00 offer. While waiting for a service representative response, I missed the deadline. The first two offers were rejected solely based on incurred damages. Please put yourself in my place for just one moment. Our hardwood floors are permanently damaged in areas because a worker pushed furniture across the floors instead of lifting the furniture. Our master bedroom end tables are damaged beyond repair in areas because a worker stacked heavier items on top of the furniture, creating dents in the wood. A section of our driveway is cracked because, without our knowledge/permission, a worker parked the moving van in the driveway. Our one-inch-thick marble coffee table insert was cracked because a worker failed to pack the marble insert separately. The brackets that attach the top of our wooden desk was damaged and the matching file cabinet had a broken wheel. Unbeknownst to us, our drop leaf table (cherry wood) was dismantled (re**** unknown) and left turned upside down on the concrete garage floor. We noticed the table parts as we were leaving, later that night. A Tiffany lamp is missing the hardware that secures the shade, and a wooden floor lamp was broken completely off the base. A worker damaged our hallway with a dolly cart, requiring drywall repair. To make matters worse, an expensive lacquered cigar storage box could not be found, which was discovered too late to add to the claim form. Christopher M****, Salesperson, assured me that all furniture would be wrapped to minimalize scratches/damages and that the furniture would remain wrapped until placed in designated rooms. To the contrary, the furniture was unwrapped prior to being placed into our home. I discussed the problem with the lead worker because workers were out of compliance with your company's packing/unpacking guidelines. It is significant to note that we lived in our Hampton home for 25 years. Prior to relocating to Williamsburg, after delivery, the furniture had never been moved. Nevertheless, it is my hope that in fairness, AMS will honor the settlement agreement.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Moved my home on December 11, 2021 . I file a complaint for damages that was caused by poor work performance by several employees on their crew. I ask for management to reach out to me to discuss my issues they did not. They offered a settlement for pennies on the dollars. When the damaged was caused by their bad employees in the performance of the job. Not just an accident. Their management does not follow up on complaints.

  

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/02) */ Thank you for the opportunity to address your concerns, ******. We sincerely apologize for falling short of exceeding your expectations. This is never the commitment we make. After reviewing your claim file, it was found that a resolution was agreed upon by you and AMS. Moreover, our most sincere apologies for the negative experience. Consumer Response /* (2000, 7, 2022/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have agreed on a payment but I have not received it yet. **** **********

*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. ↩