Initial Business Response /* (1000, 5, 2015/01/23) */
***Corresponding documents/contracts attached
***,
Please see below regarding the complaint filed by Mrs***
Our company was contracted by Mrs*** to provide moving services on June 24, Mrs***
was relocating from Chaska, MN to Excelsior, MN
Our crew was to arrive between 8-9am on moving dayOn June 24, our crew arrived onsite at 8:15amBefore the move commenced, Mrs*** was asked by our team leader as to what type of insurance she would like to select
There are two options- Standard Insurance and Full Value Replacement InsuranceThe standard insurance coverage is free and included in the hourly moving rateThe Full value replacement insurance is not free and has fees based on the policy value selected by the homeowner
After both options were explained by our Team Lead, Mrs*** decided to choose the standard insurance and was asked to sign the following:
If you do not wish to purchase additional coverage on any item(s) you may decline additional coverage offered by initialing belowIf you decline additional coverage, AAA Movers maximum liability for loss and/or damage is $cents per pound per itemThe standard coverage is included with the move
Please see the attached document- *** Invoices- showing that on June 24, 2014, Mrs*** signed and agreed to the standard insurance coverage
Once the move was completed, a claim form was filled out with the damaged items during the moveAAA Movers sent the claim to our furniture restoration companyThe items listed on the claim were all repaired and signed as "repaired to customer's satisfaction" on July 7,
All items were repaired on the list except the dent in the washer and dryerAt this time, Mrs*** signed stating- I acknowledge that the repairs listed in section are complete and I am satisfiedI understand that the items listed under section 2- (washer/dryer dents) are non-repairable and I will be receiving compensation based on the insurance coverage elected on moving dayPlease see the attached " *** Repair Invoice"
AAA Movers sent a letter to Mrs*** stating the claim amount based on the insurance coverage selectedThe total claim amount was $AAA Movers didn't receive a response until after Christmas regarding the claim amount
Again, AAA Movers sent over an email on January 2, @ 9:29am stating the amount to be paid on the claim based on the insurance coverage selectedMrs*** responded on January 2, @ 10:13am stating that she would not accept that amount and that if our company was paying the remaining claim based on weight, we needed to add up all the remaining itemsThere were new items mentioned that were not mentioned when the repair techs were out onsiteThe furniture restoration company repaired all of the items she notified us of
Based on the new items claimed, AAA Movers sent an email to Mrs*** stating that our company would pay the remaining items at the insurance coverage selectedAAA Movers did state that we would go above the insurance selected and send out an upholstery repair company for the couch she is claiming has a rip in itAttached please find a copy of the letterPlease see attached " Final Settlement Offer"
AAA Movers did not overcharge for the services rendered as per Mrs***'s claimAs you can see from the attached " *** Balance Notice" and " *** Invoices" there was a remaining balance of $that was not paidAAA Movers did not pursue the remaining balance
To settle the claim, AAA Movers would like to know which option Mrs*** would like to proceed with:
Option 1- all the remaining claimed items paid at the insurance coverage selected, or
Option -all the remaining items except the couch paid at the insurance coverage selected and the couch repaired by the upholstery company
Our goal has always been to have our client satisfied at the end of their moveOur company also made all noted repairs within business days after the move took placeWe just need to know which option Mrs*** would like to proceed with
Once we are notified of the selected option, AAA Movers will have the claim completed within 7-business days
Best Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response to AAA Movers is thisSeveral things stated in this letter are falseWhen the service man came, he could only "fix" a dresser and a table that was scratched because the rest was damaged greater then what he could do with his markers and oil rubI did tell him all the things that I put in my letterHe acted like he was taking notes and pictures to show the ownerNow they are acting like I didn't say anything about these damagesHe wanted me to sign a paper and I said no, I didn't want to sign since things were not fixedHe said I was not signing a paper that meant things were fixed or I couldn't file a claim, I was signing to show that he was here and did what he couldHe promised me the owner was fair and would get back to me on the other itemsI never heard backI felt like I was conned into signing this paper thinking they were going to work with me on the other damagesHe also said he couldn't leave my house or move forward with this claim with out my signatureI had a sinking feeling that me signing that paper was going to come back to haunt me! I never heard back from this personHe told *** he sent me an email when she contacted him wondering why this claim was never handled and he never sent me any response at allNot even a phone callAs far as the insurance goes, no one talked over any insurance plans with methey told me they needed my signature to get the move startedAlso once *** got back to me on JanI responded to her email b/c I was very disappointed in what was saidI waited weeks for email back, called her times and never got a response backThat's when I filed a claim since this company has taken months to get this claim handledI never received any email or response to my email on the 2ndThey never offered to send out an upholstery company to fix my couch eitherHow they can send you a copy of a letter never sent is fraudI got a phone call after my claim was submitted and she said she would look at my claim and get back to meI can send you her voice mail stating she was sorry she hasn't responded to my email and hadn't called me back(Her v/m was 1/weeks after my Jan2nd email to her) I can also take pics of all my damages that the service man took and said he was going to show to owner, and submitAs far as the over charges go, I paid guys to put my beds together that I had to redo, which I also told to service guy, and had to repair wall damage and carpet cleaningI also felt that it was not fair to charge me for the towels being folded and workers sitting in my garage talking plus all the other things stated in my first letterWhen you are paying over $an hour you want the people to be working and have experienceI also told service guy that as wellI feel I have been very nice and patient about this, but feel taken advantage because of thatMy move was June 24th and I have received one response to this claim and that was on Jan 2, I will hire a computer expert to prove that these emails AAA is claiming they sent to me were never received or sent to my computerMy main priority is to resolve this issue but I am not going to let a company say they sent emails and responses to me that they never didHad they done this, I would never have filed a claim with the Revdex.com and probably would have used them again on my next move when we move into our new house that is being built
Thank you,
***
Final Consumer Response /* (3000, 21, 2015/03/19) */
I will choose option #for $and the $reimbursement for the beds and wallsSo a total of $to settle this claimI did send this same reply on Feb3, so not sure why it didn't send or show up on my claim file
Thanks,
*** ***
Final Business Response /* (4000, 24, 2015/03/30) */
Please see the refund below which was posted to ***'s credit card account in the amount of $This should close the complaint
Receipt follows:
___________________________________________
========== TRANSACTION RECORD ========== AAA MOVERS
***
CRYSTAL, MN
United States
WWW.AAAMOVERSINC.COM
TYPE: Refund
ACCT: Mastercard $ USD
($ USD was requested)
CARDHOLDER NAME : ***
CARD NUMBER : ############***
REFERENCE # : *** M
AUTHOR# : RETURN
TRANSREF:
Approved - Thank You
Please retain this copy for your records
Thanks,
***
***copied and pasted from email
The consumer filed a state of claim with our company stating there were a few items damaged during the moveAAA Movers sent out a 3rd party repair service to evaluate the damage and the state of claim submittedStatement of Claim listed the following items:
Martha Stewart Table-
damagedWeed Trimmer- not working
Dinning Room Table- stress crack on top
The 3rd party company determined that the Martha Stewart table was in fact not repairable and the damage was caused during the moveThis item was paid out at FV in the amount of $They also acknowledged that the stress mark on the dinning room table was actually not caused by the move but was in fact due to the age of the piece and the lifting of the wood itselfBoth items- weed trimmer and dinning room table were covered at the standard valuation of $cents per lbPayment was issued on December 6, in the amount of $and AAA Movers considers this claim settled in full
I am rejecting this response because:
I would like to collaborate with AAA Movers in finding a suitable furniture assessor for a professional opinion on the dining room table damage However, as the damage occurred during the move, I can not agree to this claim being acceptably resolved The condition of the table was verified by the movers as very good/perfect prior to moving the table There are multiple people who can attest to the condition of the table before the move as well as the condition after the move Again, I would be very willing to work with AAA Movers to find a professional, or multiple professionals, who can assess/repair the damage of the table
Thank you,
*** ***
I would like to give a testimonial to AAA Movers This past year my father in law passed away leaving my mother in law to take care of a home by her self She tried to keep up with everything the best that she could It just got to be too much for her So after some time we decided to move her into an assisted living condoWe were recommended by the condo association to call AAA Movers They came out and packed all of her stuff for us, and moved her into her new place with no problems at all she was very nervous to have her things handled and they did such a great jobThanks AAA Movers for helping our family out
I used AAA Movers to move me from AZ to Eden Prairie here in MN I have never used professional movers before so was not sure what to expect My company relocated me here to MN and that in itself was stressful AAA Movers came to my home, packed everything for me and loaded everything on the truck The way they wrapped and protected everything, you could tell that they truly cared about my belongings Only one item out of my entire home was damaged during the move my kitchen table had a scratch on it I let AAA Movers know this and they told me not to worry They sent out a repair technician and he fixed it and made it look like new! I want to thank AAA Movers for helping get through my relocation and make it a very smooth process I would recommend AAA Movers to anyone that is moving
I'm and this was the worst experience I've had with any company by farThis company actually took advantage of my year old motherThey lied and cheated her out of hundreds of dollarsThen they had the gall to question my mothers credibility They are truly out to steal your moneyThey took times the estimated time and broke separate items including furniture damaged to the point they had to take it to the garbageThey blamed aged glue and not reserving the elevator?? In other words we should have made the elevator unavailable to the handicapped resident of my mother building I own an internet services company and I'm going to dedicate several of my employees to inform everyone, everywhere, and on-going what thieves and liars they areThey messed with the wrong year old great grandmother and they are going to feel it where it hurtsDon't even consider them for your move would be my advice
The headaches caused from this move were beyond what I ever imagined thanks to AAA Movers The initial ease of setting up the appointment went into extreme disarray the day of the moveI am not normally one to poorly rate companies on the internet, but the overall lack of caring to improve their poor quality of service or apologize to myself (the customer) for their mistakes has made me feel as though I should warn others so that this does not happen to them
First, the company arrived lateI was slotted a seven hour time frame of 11am-6pmThe movers finally arrived at 6:pm and did not have any of my paperwork or the address to which I was being moved to because they were so behind scheduleThe only reason I was aware they would be arriving late is because I called to see why I did not receive an hour ahead phone call as guaranteed I took the day off of work which would have not been needed if I would have known they would have been arriving so late
Second, the sales representative provided extremely poor customer serviceThe sales representative stated that they have plenty of moves and that if I take my business elsewhere that it will not matter because they are the number one rated moving company He called the operations center to let them know I would be calling them possibly in regards to an issue before he chose to call me back to clarify thingsAdditionally the sales representative kept blaming his mistakes to be my fault, stating that he wrote emails he never had
Third, the company lost my information in the systemI called to let operations know that I was able to get a street permit extended into the eveningAfter they queried my addresses, first and last name, and email AAA operations responded that they had no record of my move and transferred me to speak with salesSales didn't answer his phone, per usualAn hour later I got a voicemail from sales letting me know that I must have misunderstood operations and that the move was still on for todayThis goes back to the continual blame on the customer versus the themselves for their mistakes errors
Lastly, the company charged me for the amount of labor used initially after the move occurredStating they would follow up with a statement the next day, in which they did notThe next day I got an email saying they were going to charge me more ( also not legal) because they made a mistakeI called to speak and wrote an email to speak with management about thisI was told at the time of the initial phone call that they were out of the officeI have yet to hear back from them hours later
The only good part was the movers were extremely skilled, quick, and kindI was very grateful for that
AAA Movers moved my family this past monthThey were very professional from the sales rep all the way to the movers themselves I highly recommend AAA Movers and their Top Notch Service!
AAA Movers was contacted on April 10, by *** and *** *** regarding their upcoming relocation on May 13, *** and *** *** were looking for a moving company to provide storage and moving services for them as they were planning on relocating some items
internationally. Our moving consultant, Becky *** worked with *** and *** on the overall costs and logistics of their moveA quote was provided by Becky and the moves were scheduled.
On May 13, our movers arrived as scheduled and prior to the move commencing, the ***'s were requested to select the type of coverage they wanted to place on their household goodsIn Minnesota there are two different options, declared and released valueThe Released Value which is included with the move would cover the household goods at $cents per lbper articleThe Declared Value or Full Value Protection, would be an additional cost and would cover the items based on the coverage amount selectedThe ***'s chose the Released Value and signed our Limitations of Liability form on May 13, A copy of this form is attached and highlightedThe move was completed on May 13, and the items were stored in our warehouseOn multiple occasions the ***'s came into our warehouse to access their belongingsThe ***s were planning on moving internationally and tried to remove items to lower the overall weight of their shipment as all oversea moves are based on weight and container size
The international move ended up not taking place and on January 27, 2016- their household items were delivered to their new residenceThe Bill of Ladings were signed and the services were completedOn May 19, (almost months) after delivery- we received an email from *** *** stating they were missing several itemsThe settlement claim they sent listed the following missing items:
Box of Women's Shoes $2,Garage Shelf $Box of Easter Decorations $Outdoor Pots $Outdoor Wear $3,Pots and Pans $2,Childrens Wagon Cover $Rug $
AAA Movers filed the settlement claim based on the coverage selected prior to the move commencingThe coverage selected was $cents per lbThe claim based on weight had a settlement amount of $Our company offered $The boxes were PBO (Packed by Owner) and the inventories we have do not show the claimed items.
I would also like to point out that even after the claim settlement was submitted by the ***s, we received another message almost months after delivery stating they are now missing a Queen Bed
Attached please find supporting documentation showing the coverage selected by the ***s, all signed Bill of Ladings, as well as Liability Terms and Conditions
Triple A Movers were incredible! They were professional, courteous, FAST and handled all my items with extreme care and put floor mats down all through my new home and a nice cushioned door cover on my entrance doorMy move was seemless and they took all the stress out of moving! Highly recommend them to anyone moving!
We used AAA at the recommendation of a friend Their customer service before the move was very good When they sent an email after the move asking how they did, I pointed out some concerns I got a reply from the mover himself, not customer service, pointing out everything WE did wrong, was full of inaccurate information and placed all the blame on us to cover his own butt....we've heard nothing at all back from their "so called" customer service Would definitely NOT recommend to anyone else!
AAA movers did an outstanding job with our moveThey were on time, very efficient and professionalTook great care with our items especially in tight areasHighly recommend them
My husband Tom & I had a wonderful experience with AAA Movers Inc of Minnesota! Tim, David & Nathaniel worked hard yet carefully the entire day today! They had some difficult & heavy pieces to deal with but made it look easy breezy. Super nice guys, professional & courteous. We would highly recommend this company to anyone looking for help to move! They carefully wrapped our furniture & valuables as well as made a stop at a local charity on the way to our new home so we could donate a dining room set that would no longer work for us since we've down sized. They're an amazing team! We are so grateful!
On May 7, 2016 the customer contacted our office regarding her moving needs on May 27, 2016. Our representative Craig [redacted] spoke with the customer and informed her that we had a promotion going for $399 which included two movers for three hours and the Origin and Destination fee. Craig...
informed the customer it is best to get an inventory of what is going to be moved in order to provide a more accurate quote. The customer submitted an inventory (attached) which equaled 3,400 lbs. Based on the inventory, our system generated a quote of two men for 4.85 hours. Each mover on average can move 350 lbs. per hour (load and unload) so the math equates to the following: (3,400 lbs. / by 350 lbs. per hr. = 9.714 / by 2 movers = 4.85 hours) Craig informed the customer that anything over the 3 hr. minimum would be billed in quarter hours increments. The customer was never scheduled for a 3 man moving crew. (Please see moving confirmation attached) The customer made the reservation for May 27, 2016 with the crew arriving anytime between 11am to 6pm and the movers would call ½ hr. prior to arrival. Because of the late arrival, AAA Movers sent out a 3rd mover at no additional charge. Luis arrived at the customers home to start prepping the furniture and complete any disassembly needed prior to the two movers and truck arriving. When Jamie contacted our office, spoke to our dispatcher Greg, she stated that she would rather do the move the following day as she didn’t want to complete the move late in the evening. Greg said if she wanted to do it tomorrow we could accommodate that and asked her to let us know ASAP as he would need to let the driver know who was in route. She said she would talk to her partner and give Greg a call back. When Jamie called Greg back, she requested to move her appointment to the following day, May 28, 2016. Greg informed our driver to turn around and advised Luis to head back to the shop. On May 28, 2016, our movers arrived at the customers Origin address at 3:15pm. The scheduled arrival time was again 11am -6pm. The movers worked from 3:15pm to 8pm, a total of 4.75 hours. (System calculated quote at 4.85 hours) AAA Movers provided a credit of $130.00 (1 hour of labor) to the customer for the delay on May 27th. The customer has moved with us previously and her total moving expense in 2012 was $453.00. AAA Movers charges in 2016 were $509.19. AAA Movers provided another credit of $50.00 making total moving expense $459.19 Total credit for delay on May 27th $180.00 Please see the attached documentation: Moving Confirmation- Emailed on 06-21 / Emailed to [redacted] Bill of Lading Refund Receipts- $130.00 and $50.00
Initial Business Response /* (1000, 5, 2014/09/16) */
On June 4th, 2014- [redacted] filled out the request form and [redacted] in our office quoted to have a 3 man crew at $165.00 per hr. + an $88.00 fuel surcharge with the movers to arrive on July 7, 2014 between 11am-4pm.
On July 1, 2014-...
[redacted] called and changed her move date from July 7,2014 to August 15,2014. At this time the piano was added to the move and the fee of $75.00 was added to the bill of lading.
On July 23,2014- [redacted] called and changed her move date from August 15, 2014 to August 28, 2014. She also changed the arrival time from the afternoon to the morning which is an arrival time between 8-9am.
On August 28, 2014- AAA Movers did have an issue with one of our new trucks. Our dispatcher, [redacted], left a voicemail stating that we would be a little late because of this unforeseen situation. Our truck and crew did arrive at her origin residence at 11am.
Upon arrival, our team lead completed a walk-through and informed [redacted] that based on the amount of household goods she has to move, she is looking between a 9-10 hr. move. [redacted] informed [redacted] that it may not all fit in this truck. [redacted] stated that she was quoted for 6-7 hours and that's all she wanted to pay for. [redacted] explained that there is more in the home to move then what's accounted for on the inventory provided. He explained that all of our services are based on an hourly rate and if the move takes less than what he thinks- she would pay less.
[redacted] informed [redacted] that he would call the dispatch office as he was concerned it wouldn't fit in one truck.
When I spoke to [redacted] and he voiced his concerns with the amount of household goods he customer had, I informed [redacted] that if the customer wants a second truck and 3 men I could send them out as a closing fell through and we had an extra truck and crew.
[redacted] spoke with [redacted] at 11:16am and asked if she wanted to have an additional crew and truck come out. [redacted] explained the benefits of not having to spend extra time trying to get it all to fit as well as cutting down on the overall move time and costs.
[redacted] declined to have the additional movers come at this time. When the phone was handed back to [redacted] asked if I could still send out our truck as our trucks have moving attics (box over the cab) and the Penske rental truck did not.
I agreed to send out a crew to help [redacted] and switch trucks with him.
At Noon- our 2nd truck and 3 movers arrived at the origin location. When the second driver arrived- his crew switched the items [redacted] had on his truck to their truck. [redacted] had a dresser, 2 night stands, a sofa, approx.. 20-30 boxes on the rental truck. While the second crew was loading our truck with the items on the rental truck- [redacted] and his crew were inside the home prepping and wrapping the furniture. There was no time which the customer paid to switch the load- nor was there any time in which the crew she was paying for was not working. The second crew departed at 1:15pm.
At 7:00pm- the driver called and said the customer wanted to have more guys come out for the delivery as it was getting late and they also have a pod to unload in the driveway. I asked the driver what he was referring to as [redacted] has not mentioned the pod at all.
I spoke with the customer and informed her that I could send out more guys. The next crew of 2 movers arrived at 7:30pm and another crew arrived at 8:30pm. For the unload portion of her move, [redacted] had a total of 6 guys, thus the reason the unload only took 4 hours.
The movers also unloaded a 23 ft. container that the customer had in the front of her house.
Below is a breakdown of all charges and what the customer paid for:
3 man moving crew 11am - 10:30pm 13.5 x $165.00 = $2,227.50
3 man moving crew 12pm-1:15pm 1.25 x $165.00 = $206.25 (No charge)
2 man moving crew 7:30pm-10:30pm 3 x $120.00= $360.00 (No Charge)
2 man moving crew 8:30pm - 10:30pm 2 x $120.00= $240.00 (No Charge)
Piano Moving Fee $75.00
Fuel Surcharge 1st Truck $88.00
Fuel Surcharge 2nd Truck $88.00
Fuel Surcharge 3rd Truck $88.00 (No Charge)
Total Invoice Amount: $3,372.75
AAA Movers charged [redacted] a total of $2,231.00. This move was discounted $1,141.75
The following morning, [redacted]'s moving consultant followed up with her as she was the main point of contact throughout her moving process. [redacted] and [redacted] agreed to an additional 5% discount (or $111.55 deduction) making the amount paid by [redacted] $2,119.45
[redacted] received a total discount of $1,253.30
To ask for an additional $795.50 credit is just unreasonable. Not one time in any of the conversations that our company had with [redacted] did she ever mention that there was an issue with the services or the moving crews work ethic. She stated on numerous occasions that our movers were very hard workers, very polite and professional and did a great job. All of the moving confirmations above clearly state that ALL CHARGES ARE BASED ON THE ACTUAL TIME SPENT CONDUCTING THE MOVE. Not only did we move her 2,000 sq. ft home, but we also unloaded a 23ft. container she had parked in front of her house.
We also had two of our drivers call in and complain about the way [redacted]'s husband was talking to them and the language he was using.
Please let me know if there is any further information you need on our end.
Regards,
[redacted]
AAA Movers Inc.
[redacted]copied and pasted from email.
Final Business Response /* (4000, 8, 2014/09/17) */
The claim filed by [redacted] has been settled.
Please see the refund receipt below.
Subject: Receipt from AAA MOVERS
Credit
Receipt follows:
___________________________________________
=========== TRANSACTION RECORD ========== AAA MOVERS
[redacted]
CRYSTAL, MN 55429
United States
WWW.AAAMOVERSINC.COM
TYPE: Refund
ACCT: Visa $ 241.45 USD
CARDHOLDER NAME : [redacted]
CARD NUMBER : ############[redacted]
DATE/TIME : 17 Sep 14 12:10:12
REFERENCE # : 001 0095635 M
AUTHOR. # : RETURN
TRANS. REF. : [redacted]
Approved - Thank You 100
Please retain this copy for your records.
=========================================
[redacted]copied and pasted from email.
Initial Business Response /* (1000, 8, 2015/11/17) */
When [redacted] called into AAA Movers to receive pricing quotes, our representative Rob went over all of the moving details and pricing- which included the hourly rate for the crew and truck, fuel surcharges, as well as specialty...
item fees- which the piano falls in this category and the fee was $75.00.
Rob quoted the moving estimate at 5.5 hours and the piano at $75.00 and the fuel surcharge at $25.00
[redacted] decided to book her move with our company and a moving confirmation was emailed to her. When her moving crew arrived on Saturday, her driver, James [redacted] went over all of the paperwork and informed her again that there is a $75.00 fee for a piano on a move. James informed [redacted] that he's not sure why it didnt print on the bill of lading but there is a fee per our tariff. James and [redacted] tried calling Rob but because it was a Saturday, Rob was not in the office. James spoke with Greg our dispatch manager who informed [redacted] again that there is a $75.00 fee to move the piano. [redacted] informed James and his crew to move the piano and she would call and pay Rob on Monday if that in case was the fact. James and his crew moved the piano as requested.
On Monday, November 2, 2015, Rob spoke with [redacted] regarding the fee for the piano. Rob again explained that there is a fee for moving this specialty item and that he explained that to her prior to her booking her move. [redacted] agreed but said since it wasn't on the bill of lading she feels she should only have to pay 50% of the amount. Rob again explained that we have a tariff we follow on all of our prices and that we needed to charge the $75 fee as the piano was moved, and this fee was iterated to her prior to the movers moving the item.
Rob informed her that he would charge the card on file for the $75.00 remaining balance.
On November 02, 2015, [redacted]'s card was charged the remaining balance of $75.00
The move took 5.5 hours total- so the estimate provided was 100% accurate.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I gave them what he quoted, we went over the quote, over the phone and he also emailed it to me , so how is it that I'm as the consumer taken the blame because AAA movers employee rob made the mistake. He never told me there was a seventy five dollar fee it's not even in my papers. I'll stand on this over and over again. It's not even about the $75.00 it's the principle of the whole thing, how they pretend to be for the customer but really not. They (loaders )were late first and farmost did take the initiative to get the phone number from the dispatch so they could not be late, and they choose to ignore what's right and forget about what really acutally took place. I will stand on it again he (rob) and AAA movers was wrong for charging my card . I do not agree with this decision. Thank you in advance
Final Business Response /* (4000, 12, 2015/11/25) */
[redacted]Corresponding document attached.
On November 17, 2015, the consumer provided the following information:
(The consumer indicated he/she DID NOT accept the response from the business.)
I gave them what he quoted, we went over the quote, over the phone and he also emailed it to me , so how is it that I'm as the consumer taken the blame because AAA movers employee rob made the mistake. He never told me there was a seventy five dollar fee it's not even in my papers. I'll stand on this over and over again. It's not even about the $75.00 it's the principle of the whole thing, how they pretend to be for the customer but really not. They (loaders )were late first and farmost did take the initiative to get the phone number from the dispatch so they could not be late, and they choose to ignore what's right and forget about what really acutally took place. I will stand on it again he (rob) and AAA movers was wrong for charging my card . I do not agree with this decision. Thank you in advance
AAA Movers response:
AAA Movers is not disputing the fact that the consumer informed her moving consultant that she had a piano, it was listed on her inventory.
The price of the piano was discussed with the customer by Rob before the move was booked. When the customer's bill of lading was printed for some technical reason, the fee of $75.00 did not print on the BOL.
When the crew arrived promptly as scheduled at 8am (the movers were NOT late as the customer states- see attached BOL copy) the driver informed the customer BEFORE moving the piano that our company does charge $75.00 for moving this item. Because the customer wanted to talk to her moving consultant and our moving consultants don't work on Saturday, she agreed to call in on Monday and talk with her rep and if there was a charge- she would pay for it.
Virgina spoke to Rob and again he informed her of the charge and her credit card was processed for the amount.
The customer had the option to not have the movers move the piano but instead requested it to be moved for the fee of $75.00.
AAA Movers has to follow our scheduled tariff rates. Per AAA Movers tariff, it clearly states that a fee of $75.00 will be charged for spinet/upright pianos on a move.
This is the reason that the driver again informed the customer of the scheduled rates and charges before moving the item.
The services were rendered and the fee for moving the piano is $75.00.
Let me know if you need any further information. Attached please find a signed copy of the Bill of Lading
Best Regards,
John [redacted]
[redacted]copied and pasted from email.
Initial Business Response /* (1000, 5, 2014/06/18) */
Mr. [redacted] contacted our office on May 2, 2014 @ 1:02pm to schedule his move for May 28th, 2014. Mr. [redacted] elected to hire a 3 man moving crew to move his belongings from Minneapolis to Edina.
A deposit was taken at 1:17pm and a his...
moving confirmation showing all of his move details was emailed to Mr. [redacted] on May 2, 2014 @ 3:07pm. (Please see attached documentation)
Mr. [redacted]'s moving consultant was [redacted].
[redacted] was on vacation when Mr. [redacted] called and left a voicemail on May 16, 2014 stating that he needed to change his moving requirements as he was having issues with his closing.
On Monday, May 19th, 2014- [redacted] returned from the office and called Mr. [redacted] to speak with him regarding the changes that needed to be made to his move details. Mr. [redacted] informed [redacted] that due to closing issues, he would need to change his move from a direct move (Mpls to Edina) as previously scheduled on the 2nd of May, to loading services on May 28th - storing at AAA Movers warehouse overnight, and delivering on the AM of May 29th. [redacted] informed Mr. [redacted] that our company was booked on the 29th of May and that she would see what she could do to try and accommodate his requests.
On Tuesday, May 20th, 2014 [redacted] contacted Mr. [redacted] to let him know that there were still no availabilities on May 29th in the AM and that she really didn't have any options for an AM delivery. Mr. [redacted] became furious with [redacted] and stating that he has no other options as he isn't even able to rent a truck or complete the move himself. [redacted] apologized and stated that May is one of the busiest moving months of the year. [redacted] informed Mr. [redacted] that she would speak to her supervisor to see if there was anything that he could figure out to help accommodate his situation. [redacted] sent me an internal message asking if I could come to her office to discuss a move with closing issues. When I walked into [redacted]'s office, Mr. [redacted] was on hold. [redacted] explained the situation and I informed [redacted] the following:
*AAA Mover could load his items on May 28th, 2014 as previously scheduled. Our company would have to bring the items back to our warehouse and unload the items as the trucks are full in the morning of the 29th.
*AAA Movers would then have to load his belongings on the afternoon of the 29th and deliver them out once they were completed with their morning move. This was the only way we could still complete the move. Seeing as it was already the later part of May- the end of the month has been booked since the 15th.
I was in [redacted]'s office when she explained to Mr. [redacted] that she did have an option for him and that we could load on the 28th and the movers would arrive between 8-9 am. We would need to unload his household items in our storage facility and reload them in the afternoon of the 29th once a truck was completed with their morning move. She explained that our afternoon arrival times are estimated between 11am-4pm- however there would be time needed to load his belongings back onto the truck in order to deliver them to his new residence in Edina. [redacted] explained that we would definitely get his delivery completed on the 29th for him.
Mr. [redacted] agreed to these terms and on May 21, 2014 new confirmations were sent to Mr. [redacted] showing the movers to arrive between 8-9 am on the 28th of May, and deliver his items in the afternoon of the 29th.
Please see the attached revised moving confirmations that were emailed to Mr. [redacted] on May 21, 2014 at 6:35pm and 6:37pm. These new confirmations show the pick-up in Minneapolis and delivering to our warehouse, and loading at our warehouse and delivering to his new residence in Edina.
On May 28, 2014, our movers arrived at Mr. [redacted]'s residence in Minneapolis at 8:00am and were completed at our warehouse at 1:30pm. Total labor billed was 5.5 hours. (A copy of the bill of lading is attached)
After the moving services were completed on May 28, 2014- Mr. [redacted] sent the following email to [redacted] at 8:25pm:
From: [redacted] (mailto:[redacted].[redacted]@bestbuy.com)
Sent: Wednesday, May 28, 2014 8:25 PM
To: [redacted]
Subject: RE: Moving Confirmation - Case # [redacted] - AAA Movers
Thank you, & sorry things became contentious last week on the phone. I appreciate what you all did for me. Every single thing having to do w/my home sale has gone very sour & our misunderstanding just happened to be the one to push me over the edge. I was panicking a little about what I was going to do, & also how many more things will I have to deal with (I've moved across state lines/fairly long distances 4 times & all of those combined don't equal all of the issues I've had this time)? Thank you for waiving the overnight storage fee. That wasn't necessary, & I told [redacted] I'd be perfectly fine paying the $75 - I'm not that concerned w/the price/money.
Things couldn't have gone more smoothly today. [redacted] seems like a great leader, & he & the crew he brought to my house this morning were awesome.
My closing's at 10 tomorrow morning, but the buyers seem anxious to get in, so I don't foresee any difficulties. In the event the closing's still going & tomorrow's crew calls me I've made arrangements so that I can leave to meet them whenever it's convenient for you.
Sorry again, if you're there when I return the boxes I might look for you to tell you in person.
[redacted]
On May 29, 2014 are crewed arrived at our warehouse to load Mr. [redacted]'s to deliver his household items to his new residence. They began working on loading his shipment at 5:00pm and were completed at his new home in Edina at 9:45pm. Total labor billed 4.75 hours.
The loading and unloading on delivery day was completed in less time than on May 28th- not double the amount of time as Mr. [redacted] states in his complaint. (A copy of the bill of lading is attached)
AAA Movers understands that this was a stressful situation with his closing issues- and we didn't everything we could possibly do to accommodate his needs. We did schedule his services based on the dates he selected. The moving confirmations and deposits taken show which dates were reserved and when they were emailed to Mr. [redacted].
Our company has never been made aware of the issue with the child's bed or missing box until this complaint was received. [redacted] in our Customer Service department did complete a follow-up call on May 30th, 2014 and was not informed of these issues.
AAA Movers will send out our repair tech if there are issues with a bed not being assembled correctly. As for the Direct TV equipment- our warehouse manager received a call from Mr. [redacted] on May 29th, 2014 at 5:09pm asking when the crew would arrive because if it was still going to be awhile he was going to run for a 1/2 hr. to get cable as the cable company messed up on his and can't do the install until the 10th so he will need to do a self-install. Our warehouse manager informed Mr. [redacted] that the truck was in route and would be arriving shortly.
If there were issues with the installation of the bed, AAA Movers will send out our tech. If the issue has already been resolved, AAA Movers will reimburse Mr. [redacted] for any parts or labor incurred.
Let me know if there is any further information you need pertaining to this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I re-assembled the bed myself, correctly, as he needed to sleep on it. I don't want these people anywhere near my home or belongings, so wasn't going to call them for anything - don't trust that they could screw in a light bulb. They also contacted me for follow-up as I was leaving the church from my Mom's funeral, & they never followed up after I told them I wasn't talking at that moment. I wasn't furious, & if I was it was because [redacted] had misunderstood the initial request. I booked both days & storage overnight, she had it wrong. With all of the things wrong w/my home sale, a parent dying, work, & I'm a single father I didn't get to fine-tooth combing the invoice until I called, which would have been in plenty of time had anybody been able to help (I also followed up when I went to get boxes & nobody wanted to help - said I should wait for [redacted] to return, which was too late). Anything that was assembled by their movers was done in a hurried manner w/no regard to quality. I also overheard them saying to make sure to take their time loading into/out of storage. I also overheard [redacted] multiple times tell his crew that "everything doesn't need to be perfect on this one." [redacted] told one that was per [redacted] when the other asked him why.
By the way, I had DirecTv at the old place, cable at the new. With that I have to return equipment to DirecTv, & since I no longer have it I had to pay them $120. Not sure why they mention the cable discussion with the dispatcher. They were not at my house anywhere near 5 & I didn't sign anything that said that. What I signed correctly had 7:45 on it - it was dusk when they arrived, & pitch dark out during the bulk of the move (had a whole house full of mosquitoes as a result). I didn't even bother starting to unpack as it was past midnight when they thankfully were gone.
I don't care that much about the money, & apparently they need it more, so I'd be satisfied if this company received a huge black mark on their record. This was easily the worst customer interaction I've ever experienced anywhere w/any entity. It was fine at first, then abysmal after they had my deposit & I had no other options. They should be ashamed of how the unload into my new house went. No company worth anything or with a conscience treats anyone that way. I'm guessing [redacted]'s embellishments caused the owner ([redacted]?) to decide they should do it, but do the bare minimum. Some of the assembly stuff was just plain unsafe, so they should address that, as I'll likely be letting others know of my experience since they have no desire for even a make good offer. I tried to make good w/the last email sent to [redacted]. The lack of response was expected & exactly how a poor representative of a company w/complete apathy towards their customers acts.
Initial Business Response /* (1000, 5, 2014/04/11) */
This email is response to the complaint filed by [redacted]. I've read through the complaint and would like to take this opportunity to respond.
[redacted] moved with our company October 23, 2013. Per her moving confirmation, our...
movers were to arrive between 9-10am. The movers arrived at 9am and completed the move from Maple Grove, MN to Plymouth, MN in 3.75 hrs.
Prior to the move commencing, [redacted] had the option of either purchasing Full Value Replacement Insurance coverage (at an additional fee) or taking the standard insurance coverage at no additional charge. She elected the standard insurance coverage. The standard insurance coverage is $0.60 cents per lb. per article. As you will see from the attached forms- Limitations of Liability and Insurance Options- [redacted] signed for the elected insurance on two separate forms.
Upon Completion of the move AAA Movers was notified that a night stand was damaged during the move. AAA Movers sent out our repair tech- [redacted] to as the damage and make the required repairs. When [redacted] arrived to make the repairs he was informed by [redacted] that the following items were also damaged:
Cedar Chest/ Scratched:
Black Filing Cabinet / Small Dent:
Plastic Tote / Lid Cracked:
Book Shelf/ Scratched:
The pictures attached will show the items referenced above. AAA Movers issued a check for the night stand based on the insurance coverage selected prior to the movers starting the move. AAA Movers also sent a second check to [redacted] for the remaining items: Filing Cabinet, Plastic Tote, and Book Shelf. The total on this check was $142.74
2 drawer filing cabinet- empty weight: 58 lbs.
Rubbermaid tote and lid: 7.5 lbs.
Ikea Books Shelves 86.2 lbs ea = 172.4 lbs.
Cedar Chest- repaired by [redacted]
Both checks issued to [redacted] were based off from the insurance coverage she selected. [redacted] is also entitled to keep the items she was reimbursed for.
Please let me know if you need any further information on this claim.
[redacted] l President
Initial Consumer Rebuttal /* (3000, 7, 2014/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received one check for $12.00.
No other check was received.
Final Business Response /* (4000, 14, 2014/05/02) */
This email is an response to the "new information" we received from [redacted] on April 30, 2014. In her response, [redacted] states that she would like to make sure that a second bookshelf is added to the claim.
Please see the highlighted portion of my email that was sent to you back on April 11, 2014- it clearly shows (2) bookshelves in the claim. Attached is a copy of the certified mail receipt for the second check issued to [redacted]:
The pictures attached will show the items referenced above. AAA Movers issued a check for the night stand based on the insurance coverage selected prior to the movers starting the move. AAA Movers also sent a second check to [redacted] for the remaining items: Filing Cabinet, Plastic Tote, and Book Shelf. The total on this check was $142.74
2 drawer filing cabinet- empty weight: 58 lbs.
Rubbermaid tote and lid: 7.5 lbs.
Ikea Books Shelves 86.2 lbs ea = 172.4 lbs. (the bookshelves are 86.2 lbs. each x 2 = 172.4 total lbs)
Cedar Chest- repaired by [redacted]
Please let me know if there is anything further you need from our company.
Final Consumer Response /* (3000, 12, 2014/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I referred to "other" pieces of furniture, I had not received any information or return calls from the company or [redacted], despite my many attempts. I received ONE check for $12.00. I did not receive anything more than that as you referenced that two checks were sent out. That is not the case. And it was 2 large bookshelves, not one as mentioned above. There weren't that many pieces of actual furniture to move, it was mostly boxes, but what was moved, wasn't even wrapped, again, just shoved into a metal bottom truck. Please add the second bookshelf to my complaint, as [redacted] took pictures of that one as well. And then let me know what the difference is and please send the check that I never received.
AAA Mover sent out a 3rd party service company to inspected the claimed damage and make repairs as necessary. The feedback provided to AAA Movers by the 3rd party was as follows:
Damage to table was not caused by AAA Movers handling of the item. The issue is due to the age of the item and the finish separating where the joints meet. There is also cracks in the finish.
The representative from the company informed the consumer that the only way to repair issues/cracks with the finish would to be refinish the table.
AAA Movers has previously provided the report and emails from the 3rd party to the consumer. The inspection was not done by an employee of AAA Movers to determine the claim settlement. Again, this was handled by a 3rd party service.
The claim has been completed. AAA Movers would be willing to send out another company to provide their feedback regarding the claim damage if the consumer is agreeable to this.
Please let us know.
Initial Business Response /* (1000, 5, 2015/01/23) */
***Corresponding documents/contracts attached
***,
Please see below regarding the complaint filed by Mrs***
Our company was contracted by Mrs*** to provide moving services on June 24, Mrs***
was relocating from Chaska, MN to Excelsior, MN
Our crew was to arrive between 8-9am on moving dayOn June 24, our crew arrived onsite at 8:15amBefore the move commenced, Mrs*** was asked by our team leader as to what type of insurance she would like to select
There are two options- Standard Insurance and Full Value Replacement InsuranceThe standard insurance coverage is free and included in the hourly moving rateThe Full value replacement insurance is not free and has fees based on the policy value selected by the homeowner
After both options were explained by our Team Lead, Mrs*** decided to choose the standard insurance and was asked to sign the following:
If you do not wish to purchase additional coverage on any item(s) you may decline additional coverage offered by initialing belowIf you decline additional coverage, AAA Movers maximum liability for loss and/or damage is $cents per pound per itemThe standard coverage is included with the move
Please see the attached document- *** Invoices- showing that on June 24, 2014, Mrs*** signed and agreed to the standard insurance coverage
Once the move was completed, a claim form was filled out with the damaged items during the moveAAA Movers sent the claim to our furniture restoration companyThe items listed on the claim were all repaired and signed as "repaired to customer's satisfaction" on July 7,
All items were repaired on the list except the dent in the washer and dryerAt this time, Mrs*** signed stating- I acknowledge that the repairs listed in section are complete and I am satisfiedI understand that the items listed under section 2- (washer/dryer dents) are non-repairable and I will be receiving compensation based on the insurance coverage elected on moving dayPlease see the attached " *** Repair Invoice"
AAA Movers sent a letter to Mrs*** stating the claim amount based on the insurance coverage selectedThe total claim amount was $AAA Movers didn't receive a response until after Christmas regarding the claim amount
Again, AAA Movers sent over an email on January 2, @ 9:29am stating the amount to be paid on the claim based on the insurance coverage selectedMrs*** responded on January 2, @ 10:13am stating that she would not accept that amount and that if our company was paying the remaining claim based on weight, we needed to add up all the remaining itemsThere were new items mentioned that were not mentioned when the repair techs were out onsiteThe furniture restoration company repaired all of the items she notified us of
Based on the new items claimed, AAA Movers sent an email to Mrs*** stating that our company would pay the remaining items at the insurance coverage selectedAAA Movers did state that we would go above the insurance selected and send out an upholstery repair company for the couch she is claiming has a rip in itAttached please find a copy of the letterPlease see attached " Final Settlement Offer"
AAA Movers did not overcharge for the services rendered as per Mrs***'s claimAs you can see from the attached " *** Balance Notice" and " *** Invoices" there was a remaining balance of $that was not paidAAA Movers did not pursue the remaining balance
To settle the claim, AAA Movers would like to know which option Mrs*** would like to proceed with:
Option 1- all the remaining claimed items paid at the insurance coverage selected, or
Option -all the remaining items except the couch paid at the insurance coverage selected and the couch repaired by the upholstery company
Our goal has always been to have our client satisfied at the end of their moveOur company also made all noted repairs within business days after the move took placeWe just need to know which option Mrs*** would like to proceed with
Once we are notified of the selected option, AAA Movers will have the claim completed within 7-business days
Best Regards,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response to AAA Movers is thisSeveral things stated in this letter are falseWhen the service man came, he could only "fix" a dresser and a table that was scratched because the rest was damaged greater then what he could do with his markers and oil rubI did tell him all the things that I put in my letterHe acted like he was taking notes and pictures to show the ownerNow they are acting like I didn't say anything about these damagesHe wanted me to sign a paper and I said no, I didn't want to sign since things were not fixedHe said I was not signing a paper that meant things were fixed or I couldn't file a claim, I was signing to show that he was here and did what he couldHe promised me the owner was fair and would get back to me on the other itemsI never heard backI felt like I was conned into signing this paper thinking they were going to work with me on the other damagesHe also said he couldn't leave my house or move forward with this claim with out my signatureI had a sinking feeling that me signing that paper was going to come back to haunt me! I never heard back from this personHe told *** he sent me an email when she contacted him wondering why this claim was never handled and he never sent me any response at allNot even a phone callAs far as the insurance goes, no one talked over any insurance plans with methey told me they needed my signature to get the move startedAlso once *** got back to me on JanI responded to her email b/c I was very disappointed in what was saidI waited weeks for email back, called her times and never got a response backThat's when I filed a claim since this company has taken months to get this claim handledI never received any email or response to my email on the 2ndThey never offered to send out an upholstery company to fix my couch eitherHow they can send you a copy of a letter never sent is fraudI got a phone call after my claim was submitted and she said she would look at my claim and get back to meI can send you her voice mail stating she was sorry she hasn't responded to my email and hadn't called me back(Her v/m was 1/weeks after my Jan2nd email to her) I can also take pics of all my damages that the service man took and said he was going to show to owner, and submitAs far as the over charges go, I paid guys to put my beds together that I had to redo, which I also told to service guy, and had to repair wall damage and carpet cleaningI also felt that it was not fair to charge me for the towels being folded and workers sitting in my garage talking plus all the other things stated in my first letterWhen you are paying over $an hour you want the people to be working and have experienceI also told service guy that as wellI feel I have been very nice and patient about this, but feel taken advantage because of thatMy move was June 24th and I have received one response to this claim and that was on Jan 2, I will hire a computer expert to prove that these emails AAA is claiming they sent to me were never received or sent to my computerMy main priority is to resolve this issue but I am not going to let a company say they sent emails and responses to me that they never didHad they done this, I would never have filed a claim with the Revdex.com and probably would have used them again on my next move when we move into our new house that is being built
Thank you,
***
Final Consumer Response /* (3000, 21, 2015/03/19) */
I will choose option #for $and the $reimbursement for the beds and wallsSo a total of $to settle this claimI did send this same reply on Feb3, so not sure why it didn't send or show up on my claim file
Thanks,
*** ***
Final Business Response /* (4000, 24, 2015/03/30) */
Please see the refund below which was posted to ***'s credit card account in the amount of $This should close the complaint
Receipt follows:
___________________________________________
========== TRANSACTION RECORD ========== AAA MOVERS
***
CRYSTAL, MN
United States
WWW.AAAMOVERSINC.COM
TYPE: Refund
ACCT: Mastercard $ USD
($ USD was requested)
CARDHOLDER NAME : ***
CARD NUMBER : ############***
REFERENCE # : *** M
AUTHOR# : RETURN
TRANSREF:
Approved - Thank You
Please retain this copy for your records
Thanks,
***
***copied and pasted from email
The consumer filed a state of claim with our company stating there were a few items damaged during the moveAAA Movers sent out a 3rd party repair service to evaluate the damage and the state of claim submittedStatement of Claim listed the following items:
Martha Stewart Table-
damagedWeed Trimmer- not working
Dinning Room Table- stress crack on top
The 3rd party company determined that the Martha Stewart table was in fact not repairable and the damage was caused during the moveThis item was paid out at FV in the amount of $They also acknowledged that the stress mark on the dinning room table was actually not caused by the move but was in fact due to the age of the piece and the lifting of the wood itselfBoth items- weed trimmer and dinning room table were covered at the standard valuation of $cents per lbPayment was issued on December 6, in the amount of $and AAA Movers considers this claim settled in full
I am rejecting this response because:
I would like to collaborate with AAA Movers in finding a suitable furniture assessor for a professional opinion on the dining room table damage However, as the damage occurred during the move, I can not agree to this claim being acceptably resolved The condition of the table was verified by the movers as very good/perfect prior to moving the table There are multiple people who can attest to the condition of the table before the move as well as the condition after the move Again, I would be very willing to work with AAA Movers to find a professional, or multiple professionals, who can assess/repair the damage of the table
Thank you,
*** ***
I would like to give a testimonial to AAA Movers This past year my father in law passed away leaving my mother in law to take care of a home by her self She tried to keep up with everything the best that she could It just got to be too much for her So after some time we decided to move her into an assisted living condoWe were recommended by the condo association to call AAA Movers They came out and packed all of her stuff for us, and moved her into her new place with no problems at all she was very nervous to have her things handled and they did such a great jobThanks AAA Movers for helping our family out
I used AAA Movers to move me from AZ to Eden Prairie here in MN I have never used professional movers before so was not sure what to expect My company relocated me here to MN and that in itself was stressful AAA Movers came to my home, packed everything for me and loaded everything on the truck The way they wrapped and protected everything, you could tell that they truly cared about my belongings Only one item out of my entire home was damaged during the move my kitchen table had a scratch on it I let AAA Movers know this and they told me not to worry They sent out a repair technician and he fixed it and made it look like new! I want to thank AAA Movers for helping get through my relocation and make it a very smooth process I would recommend AAA Movers to anyone that is moving
I'm and this was the worst experience I've had with any company by farThis company actually took advantage of my year old motherThey lied and cheated her out of hundreds of dollarsThen they had the gall to question my mothers credibility They are truly out to steal your moneyThey took times the estimated time and broke separate items including furniture damaged to the point they had to take it to the garbageThey blamed aged glue and not reserving the elevator?? In other words we should have made the elevator unavailable to the handicapped resident of my mother building I own an internet services company and I'm going to dedicate several of my employees to inform everyone, everywhere, and on-going what thieves and liars they areThey messed with the wrong year old great grandmother and they are going to feel it where it hurtsDon't even consider them for your move would be my advice
The headaches caused from this move were beyond what I ever imagined thanks to AAA Movers The initial ease of setting up the appointment went into extreme disarray the day of the moveI am not normally one to poorly rate companies on the internet, but the overall lack of caring to improve their poor quality of service or apologize to myself (the customer) for their mistakes has made me feel as though I should warn others so that this does not happen to them
First, the company arrived lateI was slotted a seven hour time frame of 11am-6pmThe movers finally arrived at 6:pm and did not have any of my paperwork or the address to which I was being moved to because they were so behind scheduleThe only reason I was aware they would be arriving late is because I called to see why I did not receive an hour ahead phone call as guaranteed I took the day off of work which would have not been needed if I would have known they would have been arriving so late
Second, the sales representative provided extremely poor customer serviceThe sales representative stated that they have plenty of moves and that if I take my business elsewhere that it will not matter because they are the number one rated moving company He called the operations center to let them know I would be calling them possibly in regards to an issue before he chose to call me back to clarify thingsAdditionally the sales representative kept blaming his mistakes to be my fault, stating that he wrote emails he never had
Third, the company lost my information in the systemI called to let operations know that I was able to get a street permit extended into the eveningAfter they queried my addresses, first and last name, and email AAA operations responded that they had no record of my move and transferred me to speak with salesSales didn't answer his phone, per usualAn hour later I got a voicemail from sales letting me know that I must have misunderstood operations and that the move was still on for todayThis goes back to the continual blame on the customer versus the themselves for their mistakes errors
Lastly, the company charged me for the amount of labor used initially after the move occurredStating they would follow up with a statement the next day, in which they did notThe next day I got an email saying they were going to charge me more ( also not legal) because they made a mistakeI called to speak and wrote an email to speak with management about thisI was told at the time of the initial phone call that they were out of the officeI have yet to hear back from them hours later
The only good part was the movers were extremely skilled, quick, and kindI was very grateful for that
These guys are great! The crew they sent out was amazing and they didn't break my stuff! What more can you ask for!
AAA Movers moved my family this past monthThey were very professional from the sales rep all the way to the movers themselves I highly recommend AAA Movers and their Top Notch Service!
AAA Movers was contacted on April 10, by *** and *** *** regarding their upcoming relocation on May 13, *** and *** *** were looking for a moving company to provide storage and moving services for them as they were planning on relocating some items
internationally. Our moving consultant, Becky *** worked with *** and *** on the overall costs and logistics of their moveA quote was provided by Becky and the moves were scheduled.
On May 13, our movers arrived as scheduled and prior to the move commencing, the ***'s were requested to select the type of coverage they wanted to place on their household goodsIn Minnesota there are two different options, declared and released valueThe Released Value which is included with the move would cover the household goods at $cents per lbper articleThe Declared Value or Full Value Protection, would be an additional cost and would cover the items based on the coverage amount selectedThe ***'s chose the Released Value and signed our Limitations of Liability form on May 13, A copy of this form is attached and highlightedThe move was completed on May 13, and the items were stored in our warehouseOn multiple occasions the ***'s came into our warehouse to access their belongingsThe ***s were planning on moving internationally and tried to remove items to lower the overall weight of their shipment as all oversea moves are based on weight and container size
The international move ended up not taking place and on January 27, 2016- their household items were delivered to their new residenceThe Bill of Ladings were signed and the services were completedOn May 19, (almost months) after delivery- we received an email from *** *** stating they were missing several itemsThe settlement claim they sent listed the following missing items:
Box of Women's Shoes $2,Garage Shelf $Box of Easter Decorations $Outdoor Pots $Outdoor Wear $3,Pots and Pans $2,Childrens Wagon Cover $Rug $
AAA Movers filed the settlement claim based on the coverage selected prior to the move commencingThe coverage selected was $cents per lbThe claim based on weight had a settlement amount of $Our company offered $The boxes were PBO (Packed by Owner) and the inventories we have do not show the claimed items.
I would also like to point out that even after the claim settlement was submitted by the ***s, we received another message almost months after delivery stating they are now missing a Queen Bed
Attached please find supporting documentation showing the coverage selected by the ***s, all signed Bill of Ladings, as well as Liability Terms and Conditions
Triple A Movers were incredible! They were professional, courteous, FAST and handled all my items with extreme care and put floor mats down all through my new home and a nice cushioned door cover on my entrance doorMy move was seemless and they took all the stress out of moving! Highly recommend them to anyone moving!
We used AAA at the recommendation of a friend Their customer service before the move was very good When they sent an email after the move asking how they did, I pointed out some concerns I got a reply from the mover himself, not customer service, pointing out everything WE did wrong, was full of inaccurate information and placed all the blame on us to cover his own butt....we've heard nothing at all back from their "so called" customer service Would definitely NOT recommend to anyone else!
AAA movers did an outstanding job with our moveThey were on time, very efficient and professionalTook great care with our items especially in tight areasHighly recommend them
My husband Tom & I had a wonderful experience with AAA Movers Inc of Minnesota! Tim, David & Nathaniel worked hard yet carefully the entire day today! They had some difficult & heavy pieces to deal with but made it look easy breezy. Super nice guys, professional & courteous. We would highly recommend this company to anyone looking for help to move! They carefully wrapped our furniture & valuables as well as made a stop at a local charity on the way to our new home so we could donate a dining room set that would no longer work for us since we've down sized. They're an amazing team! We are so grateful!
On May 7, 2016 the customer contacted our office regarding her moving needs on May 27, 2016. Our representative Craig [redacted] spoke with the customer and informed her that we had a promotion going for $399 which included two movers for three hours and the Origin and Destination fee. Craig...
informed the customer it is best to get an inventory of what is going to be moved in order to provide a more accurate quote. The customer submitted an inventory (attached) which equaled 3,400 lbs. Based on the inventory, our system generated a quote of two men for 4.85 hours. Each mover on average can move 350 lbs. per hour (load and unload) so the math equates to the following: (3,400 lbs. / by 350 lbs. per hr. = 9.714 / by 2 movers = 4.85 hours) Craig informed the customer that anything over the 3 hr. minimum would be billed in quarter hours increments. The customer was never scheduled for a 3 man moving crew. (Please see moving confirmation attached) The customer made the reservation for May 27, 2016 with the crew arriving anytime between 11am to 6pm and the movers would call ½ hr. prior to arrival. Because of the late arrival, AAA Movers sent out a 3rd mover at no additional charge. Luis arrived at the customers home to start prepping the furniture and complete any disassembly needed prior to the two movers and truck arriving. When Jamie contacted our office, spoke to our dispatcher Greg, she stated that she would rather do the move the following day as she didn’t want to complete the move late in the evening. Greg said if she wanted to do it tomorrow we could accommodate that and asked her to let us know ASAP as he would need to let the driver know who was in route. She said she would talk to her partner and give Greg a call back. When Jamie called Greg back, she requested to move her appointment to the following day, May 28, 2016. Greg informed our driver to turn around and advised Luis to head back to the shop. On May 28, 2016, our movers arrived at the customers Origin address at 3:15pm. The scheduled arrival time was again 11am -6pm. The movers worked from 3:15pm to 8pm, a total of 4.75 hours. (System calculated quote at 4.85 hours) AAA Movers provided a credit of $130.00 (1 hour of labor) to the customer for the delay on May 27th. The customer has moved with us previously and her total moving expense in 2012 was $453.00. AAA Movers charges in 2016 were $509.19. AAA Movers provided another credit of $50.00 making total moving expense $459.19 Total credit for delay on May 27th $180.00 Please see the attached documentation: Moving Confirmation- Emailed on 06-21 / Emailed to [redacted] Bill of Lading Refund Receipts- $130.00 and $50.00
[redacted]copied and pasted from email.
Initial Business Response /* (1000, 5, 2014/09/16) */
On June 4th, 2014- [redacted] filled out the request form and [redacted] in our office quoted to have a 3 man crew at $165.00 per hr. + an $88.00 fuel surcharge with the movers to arrive on July 7, 2014 between 11am-4pm.
On July 1, 2014-...
[redacted] called and changed her move date from July 7,2014 to August 15,2014. At this time the piano was added to the move and the fee of $75.00 was added to the bill of lading.
On July 23,2014- [redacted] called and changed her move date from August 15, 2014 to August 28, 2014. She also changed the arrival time from the afternoon to the morning which is an arrival time between 8-9am.
On August 28, 2014- AAA Movers did have an issue with one of our new trucks. Our dispatcher, [redacted], left a voicemail stating that we would be a little late because of this unforeseen situation. Our truck and crew did arrive at her origin residence at 11am.
Upon arrival, our team lead completed a walk-through and informed [redacted] that based on the amount of household goods she has to move, she is looking between a 9-10 hr. move. [redacted] informed [redacted] that it may not all fit in this truck. [redacted] stated that she was quoted for 6-7 hours and that's all she wanted to pay for. [redacted] explained that there is more in the home to move then what's accounted for on the inventory provided. He explained that all of our services are based on an hourly rate and if the move takes less than what he thinks- she would pay less.
[redacted] informed [redacted] that he would call the dispatch office as he was concerned it wouldn't fit in one truck.
When I spoke to [redacted] and he voiced his concerns with the amount of household goods he customer had, I informed [redacted] that if the customer wants a second truck and 3 men I could send them out as a closing fell through and we had an extra truck and crew.
[redacted] spoke with [redacted] at 11:16am and asked if she wanted to have an additional crew and truck come out. [redacted] explained the benefits of not having to spend extra time trying to get it all to fit as well as cutting down on the overall move time and costs.
[redacted] declined to have the additional movers come at this time. When the phone was handed back to [redacted] asked if I could still send out our truck as our trucks have moving attics (box over the cab) and the Penske rental truck did not.
I agreed to send out a crew to help [redacted] and switch trucks with him.
At Noon- our 2nd truck and 3 movers arrived at the origin location. When the second driver arrived- his crew switched the items [redacted] had on his truck to their truck. [redacted] had a dresser, 2 night stands, a sofa, approx.. 20-30 boxes on the rental truck. While the second crew was loading our truck with the items on the rental truck- [redacted] and his crew were inside the home prepping and wrapping the furniture. There was no time which the customer paid to switch the load- nor was there any time in which the crew she was paying for was not working. The second crew departed at 1:15pm.
At 7:00pm- the driver called and said the customer wanted to have more guys come out for the delivery as it was getting late and they also have a pod to unload in the driveway. I asked the driver what he was referring to as [redacted] has not mentioned the pod at all.
I spoke with the customer and informed her that I could send out more guys. The next crew of 2 movers arrived at 7:30pm and another crew arrived at 8:30pm. For the unload portion of her move, [redacted] had a total of 6 guys, thus the reason the unload only took 4 hours.
The movers also unloaded a 23 ft. container that the customer had in the front of her house.
Below is a breakdown of all charges and what the customer paid for:
3 man moving crew 11am - 10:30pm 13.5 x $165.00 = $2,227.50
3 man moving crew 12pm-1:15pm 1.25 x $165.00 = $206.25 (No charge)
2 man moving crew 7:30pm-10:30pm 3 x $120.00= $360.00 (No Charge)
2 man moving crew 8:30pm - 10:30pm 2 x $120.00= $240.00 (No Charge)
Piano Moving Fee $75.00
Fuel Surcharge 1st Truck $88.00
Fuel Surcharge 2nd Truck $88.00
Fuel Surcharge 3rd Truck $88.00 (No Charge)
Total Invoice Amount: $3,372.75
AAA Movers charged [redacted] a total of $2,231.00. This move was discounted $1,141.75
The following morning, [redacted]'s moving consultant followed up with her as she was the main point of contact throughout her moving process. [redacted] and [redacted] agreed to an additional 5% discount (or $111.55 deduction) making the amount paid by [redacted] $2,119.45
[redacted] received a total discount of $1,253.30
To ask for an additional $795.50 credit is just unreasonable. Not one time in any of the conversations that our company had with [redacted] did she ever mention that there was an issue with the services or the moving crews work ethic. She stated on numerous occasions that our movers were very hard workers, very polite and professional and did a great job. All of the moving confirmations above clearly state that ALL CHARGES ARE BASED ON THE ACTUAL TIME SPENT CONDUCTING THE MOVE. Not only did we move her 2,000 sq. ft home, but we also unloaded a 23ft. container she had parked in front of her house.
We also had two of our drivers call in and complain about the way [redacted]'s husband was talking to them and the language he was using.
Please let me know if there is any further information you need on our end.
Regards,
[redacted]
AAA Movers Inc.
[redacted]copied and pasted from email.
Final Business Response /* (4000, 8, 2014/09/17) */
The claim filed by [redacted] has been settled.
Please see the refund receipt below.
Subject: Receipt from AAA MOVERS
Credit
Receipt follows:
___________________________________________
=========== TRANSACTION RECORD ========== AAA MOVERS
[redacted]
CRYSTAL, MN 55429
United States
WWW.AAAMOVERSINC.COM
TYPE: Refund
ACCT: Visa $ 241.45 USD
CARDHOLDER NAME : [redacted]
CARD NUMBER : ############[redacted]
DATE/TIME : 17 Sep 14 12:10:12
REFERENCE # : 001 0095635 M
AUTHOR. # : RETURN
TRANS. REF. : [redacted]
Approved - Thank You 100
Please retain this copy for your records.
=========================================
[redacted]copied and pasted from email.
Initial Business Response /* (1000, 8, 2015/11/17) */
When [redacted] called into AAA Movers to receive pricing quotes, our representative Rob went over all of the moving details and pricing- which included the hourly rate for the crew and truck, fuel surcharges, as well as specialty...
item fees- which the piano falls in this category and the fee was $75.00.
Rob quoted the moving estimate at 5.5 hours and the piano at $75.00 and the fuel surcharge at $25.00
[redacted] decided to book her move with our company and a moving confirmation was emailed to her. When her moving crew arrived on Saturday, her driver, James [redacted] went over all of the paperwork and informed her again that there is a $75.00 fee for a piano on a move. James informed [redacted] that he's not sure why it didnt print on the bill of lading but there is a fee per our tariff. James and [redacted] tried calling Rob but because it was a Saturday, Rob was not in the office. James spoke with Greg our dispatch manager who informed [redacted] again that there is a $75.00 fee to move the piano. [redacted] informed James and his crew to move the piano and she would call and pay Rob on Monday if that in case was the fact. James and his crew moved the piano as requested.
On Monday, November 2, 2015, Rob spoke with [redacted] regarding the fee for the piano. Rob again explained that there is a fee for moving this specialty item and that he explained that to her prior to her booking her move. [redacted] agreed but said since it wasn't on the bill of lading she feels she should only have to pay 50% of the amount. Rob again explained that we have a tariff we follow on all of our prices and that we needed to charge the $75 fee as the piano was moved, and this fee was iterated to her prior to the movers moving the item.
Rob informed her that he would charge the card on file for the $75.00 remaining balance.
On November 02, 2015, [redacted]'s card was charged the remaining balance of $75.00
The move took 5.5 hours total- so the estimate provided was 100% accurate.
Initial Consumer Rebuttal /* (3000, 10, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I gave them what he quoted, we went over the quote, over the phone and he also emailed it to me , so how is it that I'm as the consumer taken the blame because AAA movers employee rob made the mistake. He never told me there was a seventy five dollar fee it's not even in my papers. I'll stand on this over and over again. It's not even about the $75.00 it's the principle of the whole thing, how they pretend to be for the customer but really not. They (loaders )were late first and farmost did take the initiative to get the phone number from the dispatch so they could not be late, and they choose to ignore what's right and forget about what really acutally took place. I will stand on it again he (rob) and AAA movers was wrong for charging my card . I do not agree with this decision. Thank you in advance
Final Business Response /* (4000, 12, 2015/11/25) */
[redacted]Corresponding document attached.
On November 17, 2015, the consumer provided the following information:
(The consumer indicated he/she DID NOT accept the response from the business.)
I gave them what he quoted, we went over the quote, over the phone and he also emailed it to me , so how is it that I'm as the consumer taken the blame because AAA movers employee rob made the mistake. He never told me there was a seventy five dollar fee it's not even in my papers. I'll stand on this over and over again. It's not even about the $75.00 it's the principle of the whole thing, how they pretend to be for the customer but really not. They (loaders )were late first and farmost did take the initiative to get the phone number from the dispatch so they could not be late, and they choose to ignore what's right and forget about what really acutally took place. I will stand on it again he (rob) and AAA movers was wrong for charging my card . I do not agree with this decision. Thank you in advance
AAA Movers response:
AAA Movers is not disputing the fact that the consumer informed her moving consultant that she had a piano, it was listed on her inventory.
The price of the piano was discussed with the customer by Rob before the move was booked. When the customer's bill of lading was printed for some technical reason, the fee of $75.00 did not print on the BOL.
When the crew arrived promptly as scheduled at 8am (the movers were NOT late as the customer states- see attached BOL copy) the driver informed the customer BEFORE moving the piano that our company does charge $75.00 for moving this item. Because the customer wanted to talk to her moving consultant and our moving consultants don't work on Saturday, she agreed to call in on Monday and talk with her rep and if there was a charge- she would pay for it.
Virgina spoke to Rob and again he informed her of the charge and her credit card was processed for the amount.
The customer had the option to not have the movers move the piano but instead requested it to be moved for the fee of $75.00.
AAA Movers has to follow our scheduled tariff rates. Per AAA Movers tariff, it clearly states that a fee of $75.00 will be charged for spinet/upright pianos on a move.
This is the reason that the driver again informed the customer of the scheduled rates and charges before moving the item.
The services were rendered and the fee for moving the piano is $75.00.
Let me know if you need any further information. Attached please find a signed copy of the Bill of Lading
Best Regards,
John [redacted]
[redacted]copied and pasted from email.
Initial Business Response /* (1000, 5, 2014/06/18) */
Mr. [redacted] contacted our office on May 2, 2014 @ 1:02pm to schedule his move for May 28th, 2014. Mr. [redacted] elected to hire a 3 man moving crew to move his belongings from Minneapolis to Edina.
A deposit was taken at 1:17pm and a his...
moving confirmation showing all of his move details was emailed to Mr. [redacted] on May 2, 2014 @ 3:07pm. (Please see attached documentation)
Mr. [redacted]'s moving consultant was [redacted].
[redacted] was on vacation when Mr. [redacted] called and left a voicemail on May 16, 2014 stating that he needed to change his moving requirements as he was having issues with his closing.
On Monday, May 19th, 2014- [redacted] returned from the office and called Mr. [redacted] to speak with him regarding the changes that needed to be made to his move details. Mr. [redacted] informed [redacted] that due to closing issues, he would need to change his move from a direct move (Mpls to Edina) as previously scheduled on the 2nd of May, to loading services on May 28th - storing at AAA Movers warehouse overnight, and delivering on the AM of May 29th. [redacted] informed Mr. [redacted] that our company was booked on the 29th of May and that she would see what she could do to try and accommodate his requests.
On Tuesday, May 20th, 2014 [redacted] contacted Mr. [redacted] to let him know that there were still no availabilities on May 29th in the AM and that she really didn't have any options for an AM delivery. Mr. [redacted] became furious with [redacted] and stating that he has no other options as he isn't even able to rent a truck or complete the move himself. [redacted] apologized and stated that May is one of the busiest moving months of the year. [redacted] informed Mr. [redacted] that she would speak to her supervisor to see if there was anything that he could figure out to help accommodate his situation. [redacted] sent me an internal message asking if I could come to her office to discuss a move with closing issues. When I walked into [redacted]'s office, Mr. [redacted] was on hold. [redacted] explained the situation and I informed [redacted] the following:
*AAA Mover could load his items on May 28th, 2014 as previously scheduled. Our company would have to bring the items back to our warehouse and unload the items as the trucks are full in the morning of the 29th.
*AAA Movers would then have to load his belongings on the afternoon of the 29th and deliver them out once they were completed with their morning move. This was the only way we could still complete the move. Seeing as it was already the later part of May- the end of the month has been booked since the 15th.
I was in [redacted]'s office when she explained to Mr. [redacted] that she did have an option for him and that we could load on the 28th and the movers would arrive between 8-9 am. We would need to unload his household items in our storage facility and reload them in the afternoon of the 29th once a truck was completed with their morning move. She explained that our afternoon arrival times are estimated between 11am-4pm- however there would be time needed to load his belongings back onto the truck in order to deliver them to his new residence in Edina. [redacted] explained that we would definitely get his delivery completed on the 29th for him.
Mr. [redacted] agreed to these terms and on May 21, 2014 new confirmations were sent to Mr. [redacted] showing the movers to arrive between 8-9 am on the 28th of May, and deliver his items in the afternoon of the 29th.
Please see the attached revised moving confirmations that were emailed to Mr. [redacted] on May 21, 2014 at 6:35pm and 6:37pm. These new confirmations show the pick-up in Minneapolis and delivering to our warehouse, and loading at our warehouse and delivering to his new residence in Edina.
On May 28, 2014, our movers arrived at Mr. [redacted]'s residence in Minneapolis at 8:00am and were completed at our warehouse at 1:30pm. Total labor billed was 5.5 hours. (A copy of the bill of lading is attached)
After the moving services were completed on May 28, 2014- Mr. [redacted] sent the following email to [redacted] at 8:25pm:
From: [redacted] (mailto:[redacted].[redacted]@bestbuy.com)
Sent: Wednesday, May 28, 2014 8:25 PM
To: [redacted]
Subject: RE: Moving Confirmation - Case # [redacted] - AAA Movers
Thank you, & sorry things became contentious last week on the phone. I appreciate what you all did for me. Every single thing having to do w/my home sale has gone very sour & our misunderstanding just happened to be the one to push me over the edge. I was panicking a little about what I was going to do, & also how many more things will I have to deal with (I've moved across state lines/fairly long distances 4 times & all of those combined don't equal all of the issues I've had this time)? Thank you for waiving the overnight storage fee. That wasn't necessary, & I told [redacted] I'd be perfectly fine paying the $75 - I'm not that concerned w/the price/money.
Things couldn't have gone more smoothly today. [redacted] seems like a great leader, & he & the crew he brought to my house this morning were awesome.
My closing's at 10 tomorrow morning, but the buyers seem anxious to get in, so I don't foresee any difficulties. In the event the closing's still going & tomorrow's crew calls me I've made arrangements so that I can leave to meet them whenever it's convenient for you.
Sorry again, if you're there when I return the boxes I might look for you to tell you in person.
[redacted]
On May 29, 2014 are crewed arrived at our warehouse to load Mr. [redacted]'s to deliver his household items to his new residence. They began working on loading his shipment at 5:00pm and were completed at his new home in Edina at 9:45pm. Total labor billed 4.75 hours.
The loading and unloading on delivery day was completed in less time than on May 28th- not double the amount of time as Mr. [redacted] states in his complaint. (A copy of the bill of lading is attached)
AAA Movers understands that this was a stressful situation with his closing issues- and we didn't everything we could possibly do to accommodate his needs. We did schedule his services based on the dates he selected. The moving confirmations and deposits taken show which dates were reserved and when they were emailed to Mr. [redacted].
Our company has never been made aware of the issue with the child's bed or missing box until this complaint was received. [redacted] in our Customer Service department did complete a follow-up call on May 30th, 2014 and was not informed of these issues.
AAA Movers will send out our repair tech if there are issues with a bed not being assembled correctly. As for the Direct TV equipment- our warehouse manager received a call from Mr. [redacted] on May 29th, 2014 at 5:09pm asking when the crew would arrive because if it was still going to be awhile he was going to run for a 1/2 hr. to get cable as the cable company messed up on his and can't do the install until the 10th so he will need to do a self-install. Our warehouse manager informed Mr. [redacted] that the truck was in route and would be arriving shortly.
If there were issues with the installation of the bed, AAA Movers will send out our tech. If the issue has already been resolved, AAA Movers will reimburse Mr. [redacted] for any parts or labor incurred.
Let me know if there is any further information you need pertaining to this complaint.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I re-assembled the bed myself, correctly, as he needed to sleep on it. I don't want these people anywhere near my home or belongings, so wasn't going to call them for anything - don't trust that they could screw in a light bulb. They also contacted me for follow-up as I was leaving the church from my Mom's funeral, & they never followed up after I told them I wasn't talking at that moment. I wasn't furious, & if I was it was because [redacted] had misunderstood the initial request. I booked both days & storage overnight, she had it wrong. With all of the things wrong w/my home sale, a parent dying, work, & I'm a single father I didn't get to fine-tooth combing the invoice until I called, which would have been in plenty of time had anybody been able to help (I also followed up when I went to get boxes & nobody wanted to help - said I should wait for [redacted] to return, which was too late). Anything that was assembled by their movers was done in a hurried manner w/no regard to quality. I also overheard them saying to make sure to take their time loading into/out of storage. I also overheard [redacted] multiple times tell his crew that "everything doesn't need to be perfect on this one." [redacted] told one that was per [redacted] when the other asked him why.
By the way, I had DirecTv at the old place, cable at the new. With that I have to return equipment to DirecTv, & since I no longer have it I had to pay them $120. Not sure why they mention the cable discussion with the dispatcher. They were not at my house anywhere near 5 & I didn't sign anything that said that. What I signed correctly had 7:45 on it - it was dusk when they arrived, & pitch dark out during the bulk of the move (had a whole house full of mosquitoes as a result). I didn't even bother starting to unpack as it was past midnight when they thankfully were gone.
I don't care that much about the money, & apparently they need it more, so I'd be satisfied if this company received a huge black mark on their record. This was easily the worst customer interaction I've ever experienced anywhere w/any entity. It was fine at first, then abysmal after they had my deposit & I had no other options. They should be ashamed of how the unload into my new house went. No company worth anything or with a conscience treats anyone that way. I'm guessing [redacted]'s embellishments caused the owner ([redacted]?) to decide they should do it, but do the bare minimum. Some of the assembly stuff was just plain unsafe, so they should address that, as I'll likely be letting others know of my experience since they have no desire for even a make good offer. I tried to make good w/the last email sent to [redacted]. The lack of response was expected & exactly how a poor representative of a company w/complete apathy towards their customers acts.
Initial Business Response /* (1000, 5, 2014/04/11) */
s the damage and make the required repairs. When [redacted] arrived to make the repairs he was informed by [redacted] that the following items were also damaged:
This email is response to the complaint filed by [redacted]. I've read through the complaint and would like to take this opportunity to respond.
[redacted] moved with our company October 23, 2013. Per her moving confirmation, our...
movers were to arrive between 9-10am. The movers arrived at 9am and completed the move from Maple Grove, MN to Plymouth, MN in 3.75 hrs.
Prior to the move commencing, [redacted] had the option of either purchasing Full Value Replacement Insurance coverage (at an additional fee) or taking the standard insurance coverage at no additional charge. She elected the standard insurance coverage. The standard insurance coverage is $0.60 cents per lb. per article. As you will see from the attached forms- Limitations of Liability and Insurance Options- [redacted] signed for the elected insurance on two separate forms.
Upon Completion of the move AAA Movers was notified that a night stand was damaged during the move. AAA Movers sent out our repair tech- [redacted] to a
Cedar Chest/ Scratched:
Black Filing Cabinet / Small Dent:
Plastic Tote / Lid Cracked:
Book Shelf/ Scratched:
The pictures attached will show the items referenced above. AAA Movers issued a check for the night stand based on the insurance coverage selected prior to the movers starting the move. AAA Movers also sent a second check to [redacted] for the remaining items: Filing Cabinet, Plastic Tote, and Book Shelf. The total on this check was $142.74
2 drawer filing cabinet- empty weight: 58 lbs.
Rubbermaid tote and lid: 7.5 lbs.
Ikea Books Shelves 86.2 lbs ea = 172.4 lbs.
Cedar Chest- repaired by [redacted]
Both checks issued to [redacted] were based off from the insurance coverage she selected. [redacted] is also entitled to keep the items she was reimbursed for.
Please let me know if you need any further information on this claim.
[redacted] l President
Initial Consumer Rebuttal /* (3000, 7, 2014/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received one check for $12.00.
No other check was received.
Final Business Response /* (4000, 14, 2014/05/02) */
This email is an response to the "new information" we received from [redacted] on April 30, 2014. In her response, [redacted] states that she would like to make sure that a second bookshelf is added to the claim.
Please see the highlighted portion of my email that was sent to you back on April 11, 2014- it clearly shows (2) bookshelves in the claim. Attached is a copy of the certified mail receipt for the second check issued to [redacted]:
The pictures attached will show the items referenced above. AAA Movers issued a check for the night stand based on the insurance coverage selected prior to the movers starting the move. AAA Movers also sent a second check to [redacted] for the remaining items: Filing Cabinet, Plastic Tote, and Book Shelf. The total on this check was $142.74
2 drawer filing cabinet- empty weight: 58 lbs.
Rubbermaid tote and lid: 7.5 lbs.
Ikea Books Shelves 86.2 lbs ea = 172.4 lbs. (the bookshelves are 86.2 lbs. each x 2 = 172.4 total lbs)
Cedar Chest- repaired by [redacted]
Please let me know if there is anything further you need from our company.
Final Consumer Response /* (3000, 12, 2014/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I referred to "other" pieces of furniture, I had not received any information or return calls from the company or [redacted], despite my many attempts. I received ONE check for $12.00. I did not receive anything more than that as you referenced that two checks were sent out. That is not the case. And it was 2 large bookshelves, not one as mentioned above. There weren't that many pieces of actual furniture to move, it was mostly boxes, but what was moved, wasn't even wrapped, again, just shoved into a metal bottom truck. Please add the second bookshelf to my complaint, as [redacted] took pictures of that one as well. And then let me know what the difference is and please send the check that I never received.
AAA Mover sent out a 3rd party service company to inspected the claimed damage and make repairs as necessary. The feedback provided to AAA Movers by the 3rd party was as follows:
Damage to table was not caused by AAA Movers handling of the item. The issue is due to the age of the item and the finish separating where the joints meet. There is also cracks in the finish.
The representative from the company informed the consumer that the only way to repair issues/cracks with the finish would to be refinish the table.
AAA Movers has previously provided the report and emails from the 3rd party to the consumer. The inspection was not done by an employee of AAA Movers to determine the claim settlement. Again, this was handled by a 3rd party service.
The claim has been completed. AAA Movers would be willing to send out another company to provide their feedback regarding the claim damage if the consumer is agreeable to this.
Please let us know.