Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company overcharged me on the hourly rate, so I need my money back.I was quoted for $189/hour for THREE MOVERS for a job that should have taken 3 hours and a half and then they gave me a discount of 10%, so the hourly rate for THREE MOVERS was no $171. But only 2 MOVERS showed up (not the 3 I was quoted for). So the price without the discount for 1 driver should have been $189/3 = $63 and for 2 drivers, 2 * 63 = $126. And with the 10% discount they gave me, it should be $113.4 for the 2 drivers.But the manager charged me, $139/hour instead of $113.4/hour. And he insisted in keeping my belonging in the truck until I pay.The original job should have taken 3 and half hours, to complete, but because of the missing 2 hands, it took them 6 hours to complete the job. So the company needs to refund me ($139 - $113.4) * 6 = $153.60.They overcharged me on the gas mileage as well, but I'm not sure about how much, because the car mileage per gallons varies, but I doubt that the truck would drive 0.15 miles per gallons. According to my research, the minimum mile per gallon for a 26 feet truck is 10 miles per gallon. For a 29 miles distance, they charged me $184 for gas. But anyway, I request a refund for the hourly rate they overcharged me for a total of $153.60.

  

  Business response

  01/07/2025

  Thank you for the opportunity to address your concerns, Auguste. Our sincere apologies for not meeting your expectation, as this is never the commitment we make. After reviewing your file, it was found that all charges were accurately taken. Confirmation emails were sent to you prior to your move regarding how *** charges for services rendered. Moreover, we sincerely apologize on behalf of everyone at *********** for the negative experience, Auguste.

  Customer response

  01/07/2025

  I am rejecting this response because:   No refund is provided and I was incorrectly charged.  

  

  Business response

  01/13/2025

  Thank you for the opportunity to address your concerns, Auguste. Per review of your file in our internal database system, it was found that a settlement offer was sent and agreed to, by you our customer, on 1/7/2025. Please allow approximately on week for in-house processing and about one week for **** shipping. Thank you again for the opportunity to address your concerns.   

  Customer response

  01/21/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We recently moved out of a two story, three bedroom house using ************ At booking I was advised a 3 person crew would be assigned and I made travel and childcare arrangements based on that. We had done substantial work to ensure the house was ready to load and this was endorsed by the crew. The day of the move, only two crew members were assigned to the job. That crew advised that a third member was present and in uniform but was sent home by their dispatch advising no need on this job. The loading of the truck then took several more hours than advertised which in a vacuum is a known possibility but given the resources assigned vs advertised I found this to be an abnormal outcome. as a result of the prolonged load the transport which only took a few hours resulted in the crew timing out and us not being able to unload until the following day. In a vacuum this is not unexpected but it was self-inflicted by the failure of the company to provide the advertised staffing. The following morning, while the crew was unloading one of the two crew sustained and obvious back injury. myself and my family members on scene are qualified medical providers to recognize the injury and advised he needed to stop unloading and contact his supervisor in the interest of not worsening the injury. He called and advised that he had been injured and that he would be unable to finish unloading, at which time he was told to continue unloading the truck and contact again when the job was completed. The loss of a crew member of an already shorthanded crew resulted in a standstill. No additional resources were provided despite local branch in destination city. I had to help unload and ended up hiring external help. Of note, no lifting straps were provided to crew and I was advised they were required to supply their own if they wanted basic safety equipment. Company contacted and they offered $100 which was not acceptable given failure to deliver the contracted service of full service move.

  

  Business response

  01/08/2025

  Thank you for the opportunity to address your concerns, *******. Moving can be stressful even at the best of times. We always make it a point to alleviate these stresses. We are sorry to hear that we have fallen short while moving you. After reviewing your file, it was found that all charges were accurately taken. Confirmation emails were sent to you prior to your move regarding how *** charges for services rendered. It was also found that there was a refund already applied, in good faith. Forgive us, but further compensation cannot be justified. We sincerely apologize for the inconvenience this has caused, *******. 

• Initial Complaint

  12/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a quote from *********** Greenville for a move on 1/4/2024. Had a few questions before signing / paying. The team lead, *****, directed me to his manager, **** (phone number ending in 9000). Called ****. Began to ask my questions, and **** was extremely rude. I simply wanted a few answers to my questions before moving forward, and the phone ended with me hanging up because **** was literally yelling at me. This is the worst customer treatment I think I've experienced in my life. **** should be fired for how be conducted himself towards a customer.

  

  Business response

  01/08/2025

  Thank you for the opportunity to respond, ****. Although our local branch already called to apologize for the negative experience directly, we would like to again extend our most sincere apology for the negative experience you had speaking with our team. After reviewing your file, it was found that your move did not take place and your deposit has been refunded. Our sincere apologies again, ****. 

• Initial Complaint

  12/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of move was supposed to be 12/14/24. That afternoon we received a call that an employee had called out and the move couldnt be done that day. 2 employees came out to assess the job - 3 bedroom 1300 sq ft house. We were told they would be back on Sunday at 9-9:30 am. They didnt show up until 2:15! The driver was complaining the entire time about the company and the move. I was told we didnt need to empty drawers on dressers prior, but told we had to once they were there and conveniently had to buy wardrobe boxes from them to pack all the clothes. Around 5, the driver was complaining and said they couldnt complete the move that day! They had agreed to follow us to new house, but when my husband went right at stop sign, the driver went left! I sped passed them as it seemed they were stealing our belongings! Nevertheless, the police were called and an agreement was made with upper management for delivery the next morning by 9:30. We had to sleep in our new house in the floor with no toiletries or clothes or medication. The new crew was great on Monday. However, there were missing hardware and remotes for our adjustable bed! Was told this would get taken care of, but have been unable to contact the manager or the mover for updates. This was the worst experience!!! I will not recommend this company to anyone!!

  

  Business response

  01/08/2025

  Thank you for the opportunity to address your concerns, *****. Our sincere apologies for not meeting your expectation, as this is never the commitment we make. After reviewing your file, it was found that all charges were accurately taken. Confirmation emails were sent to you prior to your move regarding how *** charges for services rendered. It was also found that in good faith, a discount of $671.60 was applied to your total. A manager will be reaching out to you to address your missing bed hardware and remotes. We sincerely apologize for the inconvenience this has caused, *****.
  

  Customer response

  01/11/2025

  We received a $350 credit as we were told that was the maximum amount the manager was allowed to give. I bought one remote for our bed that cost $119.63 since we have not heard a word about the remotes or missing hardware. 

  Customer response

  01/13/2025

  I am rejecting this response because:   

  We received a $350 credit as we were told that was the maximum amount the manager was allowed to give. I bought one remote for our bed that cost $119.63 since we have not heard a word about the remotes or missing hardware. 

  

  Business response

  01/16/2025

  We appreciate you bringing this to our attention, *****. Our sincere apologies for not meeting your expectation, as this is never the commitment we make. A claim form will be emailed to the email address we have on file with instructions for filing a claim for damages and service issues. Contact information for our corporate ************* team will be located on the claim form should you have any questions. Please do not hesitate to reach out. Moreover, we sincerely apologize on behalf of everyone at *********** for the negative experience, *****. We are always striving to do better.

• Initial Complaint

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against All My Sons Moving & Storage regarding an extremely disappointing experience with their service and customer support.During my move, the movers stated they had "run out of time" and left my belongings in the rain, causing significant damage. I reached out to speak with a manager about the situation and was connected with a representative from the ******, ** location, using the email address ********************** Unfortunately, this individual refused to provide his real name, offering only his email address.I had to take time off work to complete the job myself, which added further stress to an already frustrating situation. Before this incident, I was also shocked to find that the final price for the move was significantly higher than what I had originally been quoted, reflecting what I believe to be deceptive pricing practices.When I explained the situation and provided pictures of the damage to my property, the individual I spoke with, "*******," was combative and unprofessional. He repeatedly insisted that I could have paid for an additional 30 minutes of service, but this does not excuse leaving my items exposed to the rain. Despite my clear explanations and evidence of the damage, he showed no concern for my property and instead insisted that I might be exaggerating the situation. His tone was unwarranted and dismissive.I am deeply dissatisfied with the service I received and the way my concerns were handled. The lack of professionalism and the poor customer service demonstrated by ******* were entirely unacceptable.I request that you investigate this matter and take the necessary steps to address both the damage to my property and the subpar service provided by this company.Thank you for your attention to this issue. I look forward to your response and a resolution to this matter.

  

  Business response

  01/08/2025

  Thank you for the opportunity to address your concerns, *******. Our aim is to always deliver an exceptional experience. Please accept our sincere apology for not meeting that expectation. A claim form will be emailed to the email address we have on file with instructions for filing a claim for damages and service issues. Contact information for our corporate ************* team will be located on the claim form should you have any questions. Please do not hesitate to reach out. Moreover, we sincerely apologize on behalf of everyone at *********** for the negative experience, *******. We are always striving to do better.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a deposit for a move on the 17th of December. I was told I would have up to 48 hours prior to the move to cancel or make changes with a full refund of my deposit. I called the local office listed in the email on December 19th to cancel my service as I had found an alternative. I was unable to do so via telephone as even though it was during listed business hours I was placed on hold for hours. When I arrived at the local office physically to ask to cancel, even though the office was open and cars were in the lot... I was hung up on as soon as I rang the doorbell and knocked to attempt to see someone (the door said ring doorbell and we will be with you shortly).The company clearly is avoidant in order to retain deposits, preventing you from being able to cancel without penalty as promised. While I was able to charge back the amount to my credit card, I am seeking a refund and apology because my card company shouldn't need to incur the charge from this company. I would like them to apologize and cancel the charge.

  

  Business response

  01/06/2025

  Thank you for the opportunity to address your concerns, ***********. Our sincere apologies for not meeting your expectation, as this is never the commitment we make. Per review of your file, a chargeback is currently pending and being processed. Before we are able to move forward with any sort of settlement offer, this process must be completed. We will fully comply with your card issuer and this process. Moreover, we do most sincerely apologize for the inconvenience this has caused.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ************ about a week and a half before our move. When I had first spoken to the dispatch person, I had explained to her that we were moving from ************ to **********. She asked me basic follow up questions, how big our apartment was, how many large pieces of furniture we have, and if we were moving to a new apartment or house (I answered house), and she asked how many stories the house has (three). She took in all my information and said based on the size of the apartment and the number of items we have that she estimated a 3 man crew for 3 hours. 1 hour to load, 1 to drive, and 1 hour to unload, and that the price would be $532. I agreed and we set up the date (12/22/2024) for the movers to come. When the dispatcher called a few days before our move to confirm details, she again said that it should only take 3 hours. However she then said the total price would be $750. I pushed back and questioned it because that was an almost 50% increase in price than what we had agreed on. She said it was $209 an hour (for the agreed upon three hours) plus a 20% fuel and driving charge that came out to $750. I told her I wouldn't have agreed to that price but at that point it was too late to find another mover in such short notice. She took off $50 from the total for the "misunderstanding". The day of, the movers showed up, loaded everything up in their truck, despite commenting several times how little items we had and how well organized we were they took an hour and a half to load their truck (and took smoke breaks). When we arrived at the house they asked for final payment to begin unloading and said it would be $1,600 because the house had stairs. I refused and said, just leave everything on the first floor then, the total was still $1,150. Almost double what we agreed on. When I told the girl in charge that's not what we had agreed on she said "yeah this company does this all the time". If I didn't pay the $1,150 they were going to take all of our

  

  Business response

  01/06/2025

  Thank you for the opportunity to address your concerns, *******. Our sincere apologies for not meeting your expectation, as this is never the commitment we make. After reviewing your file, it was found that all charges were accurately taken. Confirmation emails were sent to you prior to your move regarding how *** charges for services rendered. Further compensation cannot be justified. Moreover, we sincerely apologize on behalf of everyone at *********** for the negative experience, *******. We are always striving to do better.

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people are scam artist.. The movers are nice but the management people are real scammers and liars. They will quote you a low rate and once the movers make it to your destination, they tack on almost 600 dollars of extra fees for gas, overhead and materials. None of this was EVER disclosed to me when they booked my move. They also make the movers tell you the final cost, basically putting them in compromising situations when they have absolutely NOTHING to do with the pricing. It is absolutely ridiculous and sad. Please ****** me how a 15 minute drive to our new home, 4 rolls of plastic and a few tarps for furniture comes out to 600 dollars in extra fees on top of the rate. When I asked management how they could even justify the extra fees all they said was everything is an estimate, its in our agreement which it absolutely is NOT. I was told one price over the phone and extorted to pay something else in order to get my furniture. Also, the movers did not come with the right appliance straps to move a refrigerator that we let their office know well in advance we would need moved. They literally moved a refrigerator BY HAND down flights of stairs and scratched up my walls severely. Not their fault, we found out the office never even told the movers any of the details of our move before they came, so they were severely underprepared. They dont disclose any of the fees until its time to pay in which they will hold your furniture hostage until you give them payment. PLEASE AVOID AT ALL COST to avoid the unnecessary headache and being taken advantage of. What they are doing to customers is pathetic and low to say the least. I would like a refund for the extra fees charged that were NEVER communicated to me before I booked with them or else I would have NEVER EVER used them !

  

  Business response

  01/06/2025

  Thank you for taking the time to share your feedback, *********. Moving can be stressful even at the best of times. We always make it a point to alleviate these stresses. We are sorry to hear that we have fallen short while moving you. A claim form will be emailed to the email address we have on file with instructions for filing a claim for damages and service issues. Contact information for our corporate ************* team will be located on the claim form should you have any questions. Please do not hesitate to reach out. Thank you again for taking the time to share your feedback, *********. 

  Customer response

  01/06/2025

  I am rejecting this response because:   These people are trash. They just called me to tell me to file a claim form for damages not to address the overcharge of fees. Clearly they were just trying to make it seem like they addressed the issue, which they didnt and lied once again about information I never received. They are horrible and I reject this horrible attempt at resolution. 

  

  Business response

  01/13/2025

  Thank you for the chance to respond, *********. Per review of your file in our internal database system, it was found that you were emailed a claim form on 1/6/2025 at 11:325 CST. The email that we have on file in our internal database system is the same email listed on this BBB complaint. All of your concerns, including any concerns of overcharge fees, will be address through the process of filing a claim. Our corporate ************* team will be happy to walk you thru the claim process and answer all of your questions. Their contact information is listed on the claim form that was sent to your email. Thank you again for the chance to respond, *********.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired *********** to do a small moving job (basically a one bedroom apartment with the heaviest item being a safe) back on November 20th. I never received a very large mirror they loaded onto the truck. It never made it in the house. My wife literally noticed right after they pulled away. I texted the driver within minutes and he apologized and said they would bring it back first thing in the morning. It didnt show up the next day, so I called him back and he said he had to talk to his supervisor and hed let us know. We never heard back so I called him again. He told us the mirror was definitely at their warehouse and someone would call us right back with a date it would be dropped off!! We waited over a week with no calls, so we called back and that's when we were told it would be dropped off to us on 12/3. Still no mirror!! I sent an email on 12/13 to find out what was going on. That email was never answered. I sent another email on 12/17 which was returned as spam!!!! It's been nearly a full month and we still havent gotten the mirror or any response at all!Secondly, we paid $700 for the move and the three movers would not even move my safe upstairs. They left it in my garage because they said after they brought it up the stairs they wouldnt be able to get it off the dolly and the "lead mover" told us he "didn't want his workers to get hurt because they had other jobs to get to after mine" At the time we were understanding, upset, but what were we gonna do at the time if they refused to do it! No one from the company contacted us to discuss this issue and they still charged us full price! The reason we went with this company was because they said it was no problem to move the safe. Someone called me a day or so before the move to confirm this also and told me YES, it was no problem to move the safe, everything was all set!! Horrible business practice to either answer and not resolve or not even answer my email at all!

  

  Business response

  12/20/2024

  Thank you for the chance to respond, *******. Our sincere apologies again for the confusion and delay. Our local office will be reaching out to you to schedule the delivery of your mirror. Thank you again for the chance to respond. 

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 12/12/24 Paid the company: $434.27 Commitment from ************ Move a piano at an hourly rate of $169/hr Nature of dispute: When booking the moving company, I was not told about a 1-hour travel charge that would be in addition to the hourly rate. Since it was a same-day request, a non-refundable deposit of $169 was required at the time of booking and taken over the phone. 15-min after paying the non-refundable deposit, I received an email quote stating the hourly rate was $169, and in the description it mentioned a travel charge, but wasn't clear that it was an additional hour that will be paid upfront and only after the move happened was a I aware of it when the total came out much higher than I thought it should. Even though it mentions a travel charge, it does not mention how much the travel charge is. It is illegal to hide fees per North Carolina State law. I asked for a partial refund and was told no because the description mentioned the travel charge even though it was not clear how much it was, nor was I told about it before making my non-refundable deposit. I am looking for a refund of $169 for the undisclosed travel charge.Deposit confirmation attached showing time of receipt and email correspondence is also attached (includes hourly rate and description, as well as Business's response).

  

  Business response

  12/20/2024

  Thank you for the opportunity to address your concerns, *******. Our sincere apologies for not meeting your expectation, as this is never the commitment we make. A settlement agreement will be sent to the email address we have on file for you via DocuSign. Contact information for our corporate ************* team will be located on the agreement should you have any questions. We sincerely apologize for the inconvenience this has caused, *******.

  Customer response

  12/20/2024

  I have reviewed the business response and accept this resolution. Thank you to *********** for remediating the issue and providing excellent customer service with regard to handling the issue. ******* was very nice and helpful on the phone; it was a pleasure talking with her. 

*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. ↩