AAA Family Move

Contracted with this moving company to move my family from Shawnee, KS to Middleton, WI. Outside of the company delivering outside of the contracted delivery time, I have the following issues;

- Missing footboard for bed, rendering bed useless; cost to replace is $521.98
- Overcharged credit card for cubic feet by $468.57, as confirmed by bill and delivery driver
- Missing box with workout equipment and treadmill parts totaling $224.10 in value
- Damage to treadmill and dresser, total cost $372.88 ($100 estimated for dresser repair)

The reason for the complaint isn't just due to the carelessness with which the move took place, but with trying to make the situation right. They are standing behind a long, drawn out and unnecessarily complicated claims process in order to avoid making me whole. In the meantime, I've moved my family 500 miles from home. My wife and two young kids had to spend 9 days in a strange place without our items because we were verbally promised a 2-3 day delivery. My wife and I are sleeping on the ground in our room because we do not have a working bed. Even if they paid for the bed, we wouldn't get it for 8-10 more weeks due to supply chain issues at the company. I am out of places to turn and need help resolving this as soon as possible.

Since the mover (AAA Family Move) has collected my items for shipping on 7/30/2020 they have stop corresponding with me via email and stopped returning phone calls. Currently the only method of communication is from the ***.
August 3rd I received a response for my phone inquiry via text that the shipment might be August 8th weekend but no confirmation was made for that weekend for that week. I contacted the previously stated phone number via text on August 10th that it has been 7 business since my items were picked up, which falls within the window of binding agreement for distances between 250-500 miles. I was informed with two texts
“Sir we are on the contract and will delivery it to you. It will be shipped This week so you will be notified once that happened. Thank you”
"It is in plans to send the truck our as soon as teams comes back mid this week."
I requested the latest delivery time this week and depending on the time of delivery that I will prefer to pick up my items instead. To which I was informed
"We will be loading tomorrow. I will let you know when is the delivery. We are on the contract and it can not be broken. We have delivery time frame and we are not late for delivery. Will be delivered soon."
I communicated to him that the delivery window stated on the binding agreement was 1-7 business days and that I should be allowed to pick up my items. The response to this was
"*** it's not vomecated. Please look at the delivery window also the back of the BOL."
This was the last text as of August 12th. A request for a delivery time has been requested via email and two request has been made to the *** number. I have not received a response from the company.

We had a need for temporary removal and storage of our upstairs furniture and belongings, and AAA Family did an excellent job. Their crew was professional and friendly. They were also careful with our furniture and floors during the moving process. Would highly recommend!

Pick up of furniture and belongings did not go well. The minute they walked in the house at 2pm for a 8am appointment, they attempted to up the price quoted from $8500 to $12,000. We contracted for them to pack everything for $1700, they did only about 15 boxes. My wife and I were forced to do the packing on our own to insure we were out of our home before it sold. We were told our belongings were going to be stored in Andalusia Alabama. Upon finishing the loading, they told us they were going to Kansas City. They had to return on day two and also tried to charge us for fuel. I got on the phone with the owner and got that waived, but only got a $500 credit on the lack of packing. Since 6/24, they have now known we wanted our delivery on 7/20. We have checked with them many times but cannot reach anyone or get return phone calls to confirm delivery. Today is 7/20 and we have no idea where our belongings are or when we can expect delivery. *** has mentioned he is on a job with no cell service until tomorrow. We are very concerned we have already paid them $6000 and we cannot get a confirmation on delivery. Please help us expedite this matter so we can get our belongings this week.

I’m a physician and if you are here to know about this company please read my review carefully. I have moved from St. Louis to Birmingham. I spoke to Steve W in Feb, who was super nice. He said that my home stuff will be delivered within 5 days. He said they are NOT broker. I signed the contract. They picked up my home furniture on Thursday June 18th. Then I moved to Birmingham on Sunday because I was under impression that my home furniture will be delivered on Monday June 22nd.
I called the AAA family move and the boss answered my phone. He is so rude and disrespectful. He said (did you read the contract? Go read the contract then call us after 7 business days-June 30th). I told him Steve w*** told me without 5 days! He said I don’t care what Steve said! The manager name is Anatoliy Y. He is rude and very disrespectful.
So I waited until June 30th then I called them again . Sam K the dispatch manager said if you read the contract, it might take to 21 business day. I have contacted few legal authorities who stated that 21-days does not apply to my case as the distance from St. Louis to Birmingham is less than 500 miles and should be delivered within less than 7 business days. So if Sam tells you 21 days, tell him “you are liar and this is not true unless if it’s >1000 miles”. I used to call them everyday and emailing them, until Sam sent me stating that he is upset because of my frequent calls and emails.
So I sent companies to Revdex.com Kansas who actually communicated with AAA move family. The AAA moving company uses the same explanations more and more about 21 days and they are not breaking the contract. However, on July 5th they delivered my home furniture (17 days after picking up my furniture).
My advises:
1- avoid this company. They are nice until they pick yo your furniture. Then they are rude, disrespectful and not honest.
2- they are broker. They are not real company.
3- if you got screwed and they picked your furniture already, file complaint to Revdex.com Kansas as they are very helpful.
4- file complaint to fmcsa. (It’s good for long term to destroy their career)
5- send them emails everyday and keep that for the record as you will need these emails if you file a lawsuit again the company.
Just remember, stay away from this company. Don’t be fool with the good reviews on google as they paid money for advertising company for that. Also the company employee wrote a good reviews about themself (for example Sam K wrote a review about his company). Read the review about this company in yelp and Revdex.com
Dr. Hassan A

Hello,

My name is ***, a physician who moved from St. Louis to the University of Alabam.

I had many phone calls with *** who works at AAA family move who convinced me that they will deliver my home furniture from St. Louis to Alabama within 3-4 days. However, they picked up my home furniture on June 18th. The first available date for delivery was June 20th. I have called them on June 20th regarding the delivery, their response was "read the contract. it says 1-7 business day" and the manager told me " Even if *** promised you something, we go with the contract".
At this point, I decided to wait until June 30th which will be the 7th business days. Also, in the official documentation, it says the delivery no later than June 30th.
Today June 30th, I called them and I got surprised that they didn't even ship my house furniture. Furthermore, they told me 21 business days!
I have read the contract many times:
1- For less than 500 miles (which is my situation), it says up to 7 business days (Due June 30th).
2- The yellow paper is signed by them and says " Delivery no later than June 30th".
3- I asked them for compensation as they didn't deliver my stuff by June 30th, they said " will pay you $30/day after 21 days"
4- They told me the deadline after 21 days but this is not what the contact is stating. As the 21 days statement for certain destinations that not applied to my case as I have multiple documentation from the company that the delivery by June 30th. Also, the 21 days do not specify if its a business or not. It does not explain or rule out the first rule within up to 7 business days.
I have copy of the emails, documentation and text messages from them.
On the day of pick up, they handled a paper to me stating delivery no late than June 30th! The official contract says 1-7 business days for less than 500 miles. They are trying to ignore all these pieces of evidence and telling me 21 days!

This company left me with a lot of hard lessons learned. They were initially very good about soliciting my business, friendly, professional, and responsive. Steve W called several times to follow-up with me in order to encourage me to consider their company. Everything went downhill after they picked up my stuff. I strongly advise anyone to avoid this company. They are very unprofessional and do not disclose all business practices upfront. They verbally promised to delivery on time (2-4 days) at most within a 10 days, but came 21 days late. I kept calling to ask for a status and kept getting responses like "the truck broke, flat tire, another flat tire... ) It is very suspicious how many trucks with flat tires this company has. They collected 70% payment upfront. When the truck finally came, despite not agreeing to storage terms and conditions, the movers refused to allow me to even INSPECT my delivery for damages, mold, or insect infestation of furniture. I think this was completely unreasonable and unprofessional. They insisted on payment upfront BLIND. Would not even open the truck to allow me to make sure all the boxes were in the truck! They hold your items hostage and will not allow you to inspect until they get the last payment. No other service industry operates this way, 100% to the disadvantage of the customer. Their contract has many sneaky terms and conditions in the contract that they glaze over when they have you sign it. Be VERY very careful about the false promises Steve W gives over the phone. When it is time to meet the delivery deadline, there is no reasonable or fair business practices here. After several hours, of debate they finally allowed an inspection. They initially charged extra for products they packed, some of which arrived damaged (no deduction in original cost for move or real insurance to speak of). They ripped furniture, and also did not deliver all items. It is unclear how they store the furniture and items while it sits in a warehouse waiting for delivery. At the end of the day, this experience taught me a really tough lesson.

I contracted this moving company to provide moving services from Kansas City, Missouri to Powell, OH. They've collect two payments from me. One over the phone by credit card to reserve move date, the 2nd at the time of furniture pick-up in Kansas City, MO. Upon pick-up they demanded a cash only payment. They have yet to delivery the items and will no longer respond to my phone calls and voicemails. When I do get through, I get put on hold and no one answers. No one will provide me a status of when my items will arrive. The customer rep, ***, who took both payments will not respond to any calls or voicemails. The move was quoted to be $1,275.05. I was told it would take 2-10 days from the date of pick-up. We verbally agreed these items were going to arrive last week 5/21/2020. I feel as though my payments were taken including my items and now they are not being returned to me with the service I agreed to. This company has been ignoring my inquiries has not been upfront about providing a true status. It does not make sense that they are unable to provide a status on when their trucks will be able to complete the delivery.

I was rescued by AAA Family. We were trying to save some money and decided to move ourselves with a rental truck to Houston. Long story short the truck broke down in the middle of nowhere while I was driving around 8pm. I called 15 companies who were bidding on our move and nobody answered besides Steve. He was real understanding and I'm not sure how they did it but they picked me up the next morning at 10 from the hotel we stayed at and delivered everything 3 days later. I felt like an it because they were ruffly the same cost as the truck rental. Anyways thank you for all the help.

I cant thank these guys enough. The company I hired never showed and AAA Family came right over and moved me. Thank You

I contracted with AAA Moving to pick up/deliver out of state. My items were delivered >1 month later than agreed. This was after multiple phone calls. The items were transported off the truck by 1 driver, I was assured there would be 2 delivery drivers. 1 mover took an extended length of time to unload, approx 5hrs, thus causing me to miss an entire day of work. Some items were not delivered, while other items were damaged beyond repair such as a wet queen size mattress that developed mold. I have contacted the company, filed a complaint, delivery of my complaint shows received by AAA via *** but have received no further communication from the company.
This was not my first experience with movers but it was my worst. I have never been left feeling so violated and helpless. The delivery driver required the final payment in cash or cashiers check, and I had to sign the contract stating the list of items were delivered prior to him unloading the truck. Leaving me to count boxes/items as he was unloading and stacking boxes/items haphazardly on top of one another. This did not allow me to fully count everything. Therefore, I have been going thru boxes slowly and realized some items that were previously packed by myself had been repacked in other boxes by the company. So I am unaware completely if all items are accounted for.

This company is not who you want! Choose anyone else! They stole my sons PS4 out of one of my dressers, broke several large items, ripped up our grill cover, destroyed our dining room table and a few other large pieces and we are now having to fight with them to give us the full value of our items back. The sales team seems wonderful, they will work with you as and answer as many questions as you have so that you feel comfortable with them. Then you find out that the sales team has no idea what is going on and they basically lie to you through out the entire process. Nothing is covered under the insurance and your items will more than likely arrive late! We had to wait an extra week for our belongings. We were told our belongings would be stored in the new city we moved to when in fact our belongings were taken to a warehouse in Kansas. The only good thing I can say is that we actually got the free month of storage we were promised. Well, when I think about it, we ended up having to pay $1800 over our original estimate so maybe we didn’t. Bottom line done use this company!

I have been searching for a moving company for days so I can be prepared once I am ready to make my decision come June..first impression was fantastic the guy was friendly and even made small talk. The next day I received a call answered and then proceeded to continue doing what I was doing at the time which was clean and bandage my daughter as she had just fallen off her scooter and had some pretty good damage which resulted in us going to an urgent care to make sure she didn’t have a concussion..during the time of fixing her up I place my phone in my ear and held it with my shoulder. By accident my cheek hit the end button and as I waited for a call back I was instead greeted with a TEXT MESSAGE. The guy on the other end (Steven) then began to inform me that my parents taught me to not hang up on people, told me I was rude and should know better and then informed me he was just pointing out that I had bad behavior. When I posted my experience on the business facebook page I was then told that the actions of the employee (Steven) were satisfactory and that they did not see anything wrong with his response. I was also then accused of deleting the messages between Steven and I which are clearly attached to my review. I would never recommend a company who fail to put the priority of the customer first and fail to react to said things in a professional manner. I’m amazed they have been open as long as they have

I hired this company to move my stuffs from saint louis , missouri to dallas tx, they charged first $550.00, and I asked to come for estimate, but they said, they do through the phone, they said their driver would there by 9:00 am , but he didn't show up until 4:00 pm, after he came, he loaded half of my stuffs and said, I am done, I don't have place for you any more, and I asked him why I should do, he raised his voice and was very disrespectful, and looked at to my stuffs, can I get this box for my house, can I get that one for my wife, he said, they don't accept credit card, I want to mention they already had my credit card information, and driver said, he doesn't accept card, he accept just cash, I paid him $1000.00 cash, when they got to dallas, He asked me for $1000.00 cash, I paid him cash, and I didn't counted how many box he loaded, after he left, on the next day, I found out , five boxes not there, and they stole them, and also they damaged to my stuffs as well, I called the office next day, and they said, I should open the file, I did, but I didn't any result, now they charged me $1088 on my credit card, I called my credit company, but they could n't get my money back, they are fraud and cheater, I didn't see never ever like this people. I already opened a file for them, but now they had my credit card info, and stole $1000 from my card

11/16/2019

We hired AAA Family Movers to move us from our home in st louis Missouri to Allen Txsas . First, we were required to pay 1/3 of the estimated cost of the move, I called them the day after that, and asked them, how much charg me for extra box, they said $4 and also asked them, this truck is share with somebody else or just they load my stuff, and they said, "No, we just load your stuffs and we don't share with anybody". On Monday afternoon, their truck arrived, and they loaded one half of my stuffs, and the drivers said, our tickets finished and we couldn't load your stuffs more than this. They charge twice more, and also didn't load all my stuffs, their worker stole two boxes I had too much struggling with this company, they are fraud and are lier. After one week they call me , the truck will arrive on Sunday, after they loaded my stuffs, I found out three boxes has lost and the most of my kitchen wasn't there, also they damaged to my kitchen stuffs and the table. I never ever recommended this company to anybody. I already opened a claim for them and I didn't get any response.

They really did a great job. We obviously were a little concerned after reading the reviews. But everything went perfectly and continued to do so when they delivered our furniture down to New Orleans

these guys did a great job for us. our other mover showed up and tried to charge us 4 thousand dollars more then they stated so we sent them away. My wife had spoken to Steve and said he had sent a message the night before saying they would come get us last minute. I cant thank them enough. I won't mention the other company by name but they were from Florida so be careful.
Archie was the driver or foreman.... whatever. He was really easy to deal with and explained everything to both of us before the helpers loaded a box.
Thank You

Nice to read the favorable reviews posted. However, as one prior review stated the thought that most were bogus, I tend to agree. My experience with this company was a nightmare following the signing of the contract. They are suddenly very hard to contact by phone and respond always in a rush. On the set moving date they left a wide spread of probable time of arrival and when finally setting a given time, they were over two hours late, later discovered they had been stopped by the police. Hense the arrival was mid afternoon. Arrival was in a box truck from another company. Shortly after arrival, they discovered they had brought the wrong truck, not having a ramp lift. They were aware of the piano on the the inventory list. The owner said the lead man just does not always listen well--this being the given reason. They would then have to return in the morning with the proper truck. This is a three hour one way trip for them. They did casually do some furniture wrapping the remainder of the afternoon and into late evening, during which time they asked me to go get them dinner! They did return the next day to complete the job. The use of English was adequate until, at any time, they were asked a question or for some explanation, they then could not understand or respond in English. Avoiding and talking all around a direct question was their normal when they did use English. The contract was not a representation of the original contract and was requiring a new approval with signature. It was then strongly suggested to them that I would not approve or sign and after sometime of them speaking in Russian to each other and trying to show me some reason regarding any changes we continued. There were many surprises along the way, such as finding they charge more for the wrapping of some things, each glass item (mirrors, curio cabinets, etc) was an added $60, the wrapping boxes which where of their choice were also an added expense. These were some of the issues I was not told in the initial conversations with the sales representative Marion Thorpe. Upon arrival at my new location, it was again an unmarked truck with a commissioned driver with the uses of a locally hired unloading crew. The driver proceeded to damage my neighbors property when positioning his truck. Along with this, he backed into some of the native cactus plants, completely damaging one which the HOA had to remove. Through this move, not only were my door frames in the home I was leaving but also in the new home were damaged with repairs needed. Almost each piece of my furniture arrived broken or with scaring scratches. Be very cautious when considering to hire this company!

We hired AAA Family Movers to move us from our home in Nebraska to our new home in Kansas. First, we were required to pay 1/3 of the estimated cost of the move, which we have found out since is very high. Second, we had a man call us on a Monday, saying that they would be there on Wednesday between 10am-2pm to pack and load our things. I could barely understand him so I repeated the day and times and he agreed. He called back after about 15 minutes to tell us that it would be Thursday instead. Thursday came. 10am came. 2pm came. They did not show up and they did not call. At 4pm, I called the business number, the person we had contacted for the move, and the man who had called on Monday. No answer so I left messages all three places. Around 5pm, the man who had called Monday called us and said they would be at our place in about 1 1/2 hrs. Third, when they arrived at 6:30pm, the moving truck was totally white. there was not one sign on the truck or the trailer to show that it was AAA Family Movers. We had heard of incidences where people would load your things and steal them. We were very leery. We did not feel that the business was very professional and we did not allow them to pack our things. We felt like (1) who shows up at 6:30 at night to start packing? (2) Professionals would have called us and kept us apprised of the situation. (3) Professionals would have some kind of identification on their truck. Because of this fact, we felt the company should have refunded at least half our money. Yes, it cost them time and money to come to our location, but their lack of professionalism should be held to their account. They should have to forfeit some of what we paid because of their lack of expertise! We paid them $2440. We feel we should get at least half back. Thank you!

My moving broker sent this mover to handle my full-service, cross-state move, and my experience wasn't the best with them. First they arrived more than an hour later than the time promised, despite hearing multiple times that they needed to keep the timing as I had the flight booked to leave for the new place that same night. Two guys came with one being the obvious leader but the other younger guy apparently having very little experience and virtually no idea what to do without continuous guidance from the other guy. As a result they spent over 6 hours, on top of being late, on all my stuff that's even less than my previous move 8 months ago because I had sold several pieces of furniture. (the previous mover spent just over 3 hours with same full service) Granted the other mover had three guys but it was not my decision how many workers are being sent. I had to push back the elevator reservation twice and that still wasn't enough even pass 5pm when the building stopped allowing elevator reservations due to rush hour. I also had to change my flight to the next day upon realizing there was no chance I could make it. In addition they refuse to take any liquids including my several bottles of wine and liquor, citing policy, so I had to throw them all away. For someone who might think that makes sense, my last mover just 8 months ago had no problem taking them, as long as they are sealed and secured. Now the delivery. they called a few days later, at about 4pm, saying that they would deliver in 24 hours. I had a job interview at that time so I asked if he could do it at another time. He simply said no in very strong tone, citing the "contract" that all they had to do is call 24 hours in advance. He told me to "solve my problems" so I could take delivery. I had to reschedule the interview, only to get another call later that night saying they couldn't deliver on time! They would go on and miss another promised window. The finally showed up and it was just one guy! I have bed and other things I needed to be upstairs and the one person simply couldn't handle it. He said the other guy simply failed to show up for work. He had to find someone else on the spot using ***, and the other person didn't come until 2.5 hours later. For final payment, they wouldn't take a cashier's check from a bank and insisted on "money order", and made me go get cash. Luckily all my stuff arrived undamaged which is the only reason this wasn't a one-star review. Based on my experience, I would not recommend this mover.