Complaints

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We contact with A1A Moving for an out of state moving, from *********,** to ***********, **. A1A Moving uploaded our items on 08/12/2024 and did the unloading on 08/14/2024. Mr. ***** ******, the owner, came to our house prior to that to give us a quote, he saw our furniture, and talked to my husband about the transport of our 85" TV. He said that although we didn't have the tv's original box they could transport it, that the crew would put the TV between two mattresses. Well, the crew probably didn't follow Mr. ****** directions because when we turn on the TV on 08/14, we saw that the TV had a crack on its screen. We can't use the TV anymore, it's broken. We also noticed dents on other furniture as well, one part of our children's bed was also broken during the transport.The next day I contacted A1A Moving and was told to send the information and pictures of all the items that were damaged so they could file a claim. I sent the information and pictures. After a couple of weeks, we received a letter with a settlement amount of $240.That is the amount to cover damages for a old vertical piano, a chest freezer, the children's bed and our broken TV. I contacted A1A Moving to explain that this amount doesn't cover the cost of our 85" TV, that was broken during their transportation. I asked to have a copy or number of claim that they filled but didn't have any response. All we want is to A1A Moving to replace our TV, that was broken by them. If a professional company brakes a customer's item nothing fairer than to replace the item. I tried to contact A1A Moving but so far I received no response.

  Business response

  10/21/2024

  Under the Limitations of Liability set forth by the State of Texas a household goods movers maximum liability is $.60 per pound per item.  This Limitation of Liability is printed on the front and back of customer's contract.

  In accordance with state law and we determined the amount due was $240 which was sent payable to customer.

  There is no provision or requirement under state law to replace any damaged item for full value. 

  We have resolved the claim in compliance with state law.
  

  Customer response

  10/24/2024

  I am rejecting this response because:   

   

  A1A Moving never presented a contract or bill of lading and the only time insurance was mentioned was when Mr. ****** came to our house to give an estimate and told my husband that they would be moving the television and that if anything happened they had insurance. Another point is that the estimate of pounds for the claim is wrong, as I already mentioned to Mr. ****** in an email, because the piano alone weighs more than 400 lbs. A1A Moving is not taking into account the weight of the freezer, children's bed and the  85" television.
  
  I asked to see the claim but A1A Moving never provided me with a copy of the form, nor the number or any information about the claim. How can a company provide services to a client, break one of the client's objects and not feel responsible for replacing it?
  A1A Moving received the full amount agreed to perform the service but now wants to avoid its responsibility. 
  
  

  Business response

  10/24/2024

  Customer was provided with contract as well as the company that actually paid for their move. 

  Our estimates, job orders, and booking invoices all contain the Limitations of Liability in writing.

  Settlement is final. There will be no further action will be taken.

   

  Customer response

  10/24/2024

  I am rejecting this response because:   

  We, as customers, were not informed that if our TV broke during the moving process we would be responsible for the loss. On the contrary, Mr. ****** said that they would have insurance in case this situation happened. Well, the TV broke because the moving crew did not transported it correctly

  and now A1A Moving does not want to be responsible. That is not how other profesional companies work. In fact, this was the only point my husband emphasized, the transportation of the television because it is a large and fragile object. If there is a contract signed by us or by the company that paid for the transportation,  I would ask Mr. ****** to please present it.

  Also, as I asked before, can A1A Moving provide us a copy of the claim request, please?

  Business response

  12/10/2024

  Limitation for liability for all moving companies is $.60/lbs. A1A Moving company received customer's claim via email and responded in accordance with the laws governing household goods movers and limitations of liability.

  Claim has been closed out.

  Customer response

  12/11/2024

  I want to go ahead with the arbitration. 

  It is not fair to have paid for the transportation of our furniture and now have to pay to replace an item broken by this company.

  Business response

  01/09/2025

  This matter has already been settled in compliance with Texas law governing household goods movers. Customer has already accepted claim settlement funds. 

  Claim is settled and closed.

  Business response

  01/09/2025

  Customer accepted and deposited claim settlement check.

  Claim was settled in accordance with laws that govern household goods mover.  Customer did not pay for full coverage so the maximum liability for.all moving companies is $.60/lbs. Claim was settled accordingly. 

  Customer response

  01/22/2025

  I want to thank BBB for their support during this claim. Unfortunately,  I was very naive and thought that I could deposit the settlement check anytime and it would not interfere with the  claim complaint. I didn't know that it means the complaint would ended. ****** learned.  

  I still think A1A Moving was dishonest about their practice.  ****** got broken because of their negligence,  their never provided the claim request copy, their weight total was wrong as I pointed to them but they never cared about it.  There was never a bill of lading. They are not as professional as they stated. I was ready to go to arbitration,  but didn't know that I should not deposit the settlement check... anyways, I hope that my case help other customers to be more aware of this company. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We hired movers to move household items from storage and from our home to our other home. They dropped stuff, dragged stuff, broke stuff, got into our refrigerator and stole drinks. They stopped to eat when we were following them from storage to our new location and didn't tell us they were going to eat. We had to just wait while they got food and they were on the clock and did not deduct time. They dropped our dining table and cracked the top and a piece is missing. It has red dirt on that spot and the only red dirt around is for the new pad that was brought in for our new moboile home. They dropped items out of boxes they were moving and we found them on the ground outside our home by the door they used. They dropped our deep freezer carrying it from the other house and it has brown dirt on it which is the dirt we have in that yard due to construction on the old home. They made a dent in it. They had dirt on about 1/4 of the items they moved showing they were dragged and dropped. They dragged a dresser side ways that had wheels on it and broke the wheel off. My granddaughter had a large jewelry box that they didn't shrink wrap like they said they would and it came open and jewelry was lost and missing. The cost of this is not replaceable as most was not that expensive, but was sentimental and sadly can't be replace. I talked to the owner and he said he is not responsible for items from storage since they didn't place them there however there was no red dirt any place that I moved from or at storage, only the dirt purchased by the company to build the state regulated pad for the new mobile home. I've moved with many movers, city to city and state to state and have never had an experience like this. Someone told me to look at their online reviews and many talked about dragging things and not handling items with care.

  Customer response

  11/22/2023

  The complaint said we are unable to edit or change our complaint. However we discovered that items were stolen from our home and from our boxes. 

  We probably need to file a police report in addition to the BBB report. I think it's important to know that this business is very dangerous to the community since they have not only damaged items but have stolen from us. thank you

  Customer response

  11/22/2023

  The complaint said we are unable to edit or change our complaint. However we discovered that items were stolen from our home and from our boxes. 

  We probably need to file a police report in addition to the BBB report. I think it's important to know that this business is very dangerous to the community since they have not only damaged items but have stolen from us. thank you

  Business response

  12/06/2023

  A1A Moving strives to provide the absolute best service possible. Our over 600 5 star ****** reviews reflect that.

  This particular customer had our ************ items across a dirt pasture. Given the nature of the job it would be highly likely there would be difficulties. Customers complaints are extreme and in some are simply fabrications. However, customer was treated the same as all customers with complaints. We sent email advising of all the steps necessary to complete claim. Our claim process is in direct compliance with TX DOT.  Any allegations of theft we advised customer to contact local authorities who were properly trained in investigating and also had the means to complete thorough investigation. Customer to date has not followed any of the requests.  Customer also has been advised that sending numerous harassing texts through the night and following days does not comply with proper procedure for claim. At this time claim is and will remain denied.

  Customer response

  12/07/2023

  I am rejecting this response because:  We texted the owners via their preferred method of communication regarding the damages and theft along the day and evening as we found as we accessed everything that was easily seen. Our communication was not out of the norm for communication by any means. We were called by **** the morning of the move and told he would be our lead. He never showed up. The movers that did show up would only give us their initials and not their full names. We were told by the owner that **** in fact did not come to our move as we were told he would. The owner did not give us the names of the people he sent. We need to know if these people have good backgrounds checks and are bonded. The owners did not care nor apologize when told what their movers had done. We will file a police report after we know our total losses and damages as we unpack and get settled in. If legal counsel and/or the police tell us to file a complaint via A1A then we will. I have easily located and attached screen shots of many bad reviews where customers got the same poor treatment of their items during their move with A1A. It is my hope that even if we do not recover our losses that this company will be in the BBB with remarks that *** help other's in the future avoid the treatment we and many other's have received by hiring A1A out of *****. 

*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. ↩