I have used AAA Movers on two separate occasions now and wanted to share my positive experience with othersThey moved me from New Hampshire to Minnesota years ago, and everything could not have gone better I have heard of horror stories about long distance moving but these guys took every precaution possible and all of my belongings made it to MN in one piece! Then this summer they moved me from my old home to one that we built brand new They had floor coverings so they would not damage our hard wood floors, and also took extra care to damage our new home We are very happy with AAA Movers and would definitely recommend them to others
Initial Business Response / [redacted] (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 $ Rob quoted the moving estimate at hours and the piano at $and the fuel surcharge at $ [redacted] decided to book her move with our company and a moving confirmation was emailed to herWhen her moving crew arrived on Saturday, her driver, James [redacted] went over all of the paperwork and informed her again that there is a $fee for a piano on a moveJames informed [redacted] that he's not sure why it didnt print on the bill of lading but there is a fee per our tariffJames and [redacted] tried calling Rob but because it was a Saturday, Rob was not in the officeJames spoke with Greg our dispatch manager who informed [redacted] again that there is a $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 factJames and his crew moved the piano as requested On Monday, November 2, 2015, Rob spoke with [redacted] regarding the fee for the pianoRob 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 amountRob again explained that we have a tariff we follow on all of our prices and that we needed to charge the $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 $remaining balance On November 02, 2015, [redacted] 's card was charged the remaining balance of $ The move took hours total- so the estimate provided was 100% accurate Initial Consumer Rebuttal / [redacted] (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 mistakeHe never told me there was a seventy five dollar fee it's not even in my papersI'll stand on this over and over againIt's not even about the $it's the principle of the whole thing, how they pretend to be for the customer but really notThey (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 placeI will stand on it again he (rob) and AAA movers was wrong for charging my card I do not agree with this decisionThank you in advance Final Business Response / [redacted] (4000, 12, 2015/11/25) */ ***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 mistakeHe never told me there was a seventy five dollar fee it's not even in my papersI'll stand on this over and over againIt's not even about the $it's the principle of the whole thing, how they pretend to be for the customer but really notThey (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 placeI will stand on it again he (rob) and AAA movers was wrong for charging my card I do not agree with this decisionThank 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 bookedWhen the customer's bill of lading was printed for some technical reason, the fee of $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 $for moving this itemBecause 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 $ AAA Movers has to follow our scheduled tariff ratesPer AAA Movers tariff, it clearly states that a fee of $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 $ Let me know if you need any further informationAttached please find a signed copy of the Bill of Lading Best Regards, John [redacted] ***copied and pasted from email
On May 7, the customer contacted our office regarding her moving needs on May 27, Our representative Craig [redacted] spoke with the customer and informed her that we had a promotion going for $which included two movers for three hours and the Origin and Destination feeCraig informed the customer it is best to get an inventory of what is going to be moved in order to provide a more accurate quoteThe customer submitted an inventory (attached) which equaled 3,lbsBased on the inventory, our system generated a quote of two men for hoursEach mover on average can move lbsper hour (load and unload) so the math equates to the following: (3,lbs / by lbsper hr= / by movers = hours) Craig informed the customer that anything over the hrminimum would be billed in quarter hours incrementsThe customer was never scheduled for a man moving crew(Please see moving confirmation attached) The customer made the reservation for May 27, with the crew arriving anytime between 11am to 6pm and the movers would call ½ hrprior to arrival Because of the late arrival, AAA Movers sent out a 3rd mover at no additional chargeLuis arrived at the customers home to start prepping the furniture and complete any disassembly needed prior to the two movers and truck arrivingWhen 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 eveningGreg 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 routeShe said she would talk to her partner and give Greg a call backWhen Jamie called Greg back, she requested to move her appointment to the following day, May 28, 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 3:15pmThe scheduled arrival time was again 11am -6pmThe movers worked from 3:15pm to 8pm, a total of hours(System calculated quote at hours) AAA Movers provided a credit of $(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 was $AAA Movers charges in were $ AAA Movers provided another credit of $making total moving expense $ Total credit for delay on May 27th $ Please see the attached documentation: Moving Confirmation- Emailed on 06-/ Emailed to [redacted] Bill of Lading Refund Receipts- $and $ ***copied and pasted from email
This is the second time I have used AAA moversThe first time a year ago was a positive experienceThey took care and caution with everything and completed the move in the hour time that I was quotedI moved from a br home to a br townhome I moved again this April to a br townhomeIt was awfulI was quoted for hours and it took this unorganized crew, hours!! They filled my garbage can with their plastic, put several boxes in the wrong place when they were clearly marked, broke a dish, left plastic under a sofa When I called to get a reimbursement for the extra hours over because of how slow and unorganized this crew was, I was met with excuses and going by what the crew said and not taking my experience as a customer much into account I am very disappointed with the companies resolution of $ I will never use this company againI should have been given the whole amount over the hour quote and a full apologyInstead I got excusesThat's poor customer service
Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ Mr [redacted] contacted our office on May 2, @ 1:02pm to schedule his move for May 28th, Mr [redacted] elected to hire a 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, @ 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, 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 detailsMr [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, [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 deliveryMr [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 issuesWhen 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, as previously scheduledOur 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 moveThis was the only way we could still complete the moveSeeing 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-amWe 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 moveShe 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, new confirmations were sent to Mr [redacted] showing the movers to arrive between 8-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, at 6:35pm and 6:37pmThese new confirmations show the piin 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 1:30pmTotal labor billed was 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] , [redacted] (mailto: [redacted] [redacted] @bestbuy.com) Sent: Wednesday, May 28, 8:PM To: [redacted] Subject: RE: Moving Confirmation - Case # [redacted] - AAA Movers Thank you, & sorry things became contentious last week on the phoneI appreciate what you all did for meEvery 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 edgeI 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 times & all of those combined don't equal all of the issues I've had this time)? Thank you for waiving the overnight storage feeThat wasn't necessary, & I told [redacted] I'd be perfectly fine paying the $- 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 tomorrow morning, but the buyers seem anxious to get in, so I don't foresee any difficultiesIn 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, are crewed arrived at our warehouse to load Mr [redacted] 's to deliver his household items to his new residenceThey began working on loading his shipment at 5:00pm and were completed at his new home in Edina at 9:45pmTotal labor billed 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 needsWe did schedule his services based on the dates he selectedThe 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 follcall on May 30th, 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 correctlyAs for the Direct TV equipment- our warehouse manager received a call from Mr [redacted] on May 29th, 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/hrto 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-installOur 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 techIf 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 / [redacted] (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 itI 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 bulbThey also contacted me for follas I was leaving the church from my Mom's funeral, & they never followed up after I told them I wasn't talking at that momentI wasn't furious, & if I was it was because [redacted] had misunderstood the initial requestI booked both days & storage overnight, she had it wrongWith 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 qualityI also overheard them saying to make sure to take their time loading into/out of storageI 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 newWith that I have to return equipment to DirecTv, & since I no longer have it I had to pay them $Not sure why they mention the cable discussion with the dispatcherThey were not at my house anywhere near & I didn't sign anything that said thatWhat I signed correctly had 7: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 recordThis was easily the worst customer interaction I've ever experienced anywhere w/any entityIt was fine at first, then abysmal after they had my deposit & I had no other optionsThey should be ashamed of how the unload into my new house wentNo company worth anything or with a conscience treats anyone that wayI'm guessing [redacted] 's embellishments caused the owner ( [redacted] ?) to decide they should do it, but do the bare minimumSome 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 offerI 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
AAA Movers just recently moved me last Tuesday and they did such an amazing job I just had to share itThey sent out guys and two trucks and they made things go smoothly it was hard to believe that we were actually movingIf we ever move again there is no doubt in my mind that we will be using AAA Movers! Thanks again
Initial Business Response / [redacted] (1000, 5, 2014/06/05) */ [redacted] states in her complaint that when the movers arrived at her apartment, the truck was not backed up into the loading zone, instead he parked the vehicle further away in the parking lot, this was a distance away and added extra time I personally went out to both locations, origin address in Crystal and destination address in PlymouthThere is no loading zonePlease see the attached pictures At the origin location in Crystal, MN- the apartment complex is [redacted] This apartment complex has a main entrance- which you will see by the pictures provided, and a side exit doorBoth doors and located in the same parking lot as the parking lot is only directly in front of the apartment unit [redacted] 's apartment, unit # ***, was located on the 3rd floor and in the center of the hallwayThe walking distance from her apartment to the front stairway is steps and from her unit to the side right door stairwell is stepsWhichever exit is used, both require the movers to go up and down flights of steps and include (2) degree turnsThe front entrance does require two doors to be propped open and the right exit requires one At the destination address- the couch wouldn't fit in the elevator and had to be carried up flights of stairs [redacted] states that only one mover was working at the delivery location and that the driver didn't do anythingThis is an inaccurate statement At the destination the driver was bringing the items from the truck to the elevator and would send up the elevatorThe laborer would then grab it from the elevator and bring it into the apartmentThis is standard moving protocol and insures a steady flow of progress The driver did note and [redacted] signed on the paperwork that there was excessive walking at both locations and at the delivery location the elevator was small and wasn't reservedTherefore, making it sometimes difficult with current tenants taking the elevator All items that were moved from the home were padded [redacted] states in her claim that she has damaged items- but they're not addressed in her claimAAA Movers will take care of these claims based on the insurance coverage [redacted] selected prior to the move commencing A copy of the insurance selection is attachedI would ask that [redacted] send our company a completed statement of claim so we can resolve this issue for her With the amount of stairs, turns, walking distance, where the truck had to park, and the small elevator at destination- there's no way this move could have been completed within the hrminimumThere are inaccurate statements in her claim with regards to our minimum charge, the amount of items moved, and the loading zones designated for moving trucks AAA Movers will complete the damage claim once we have received the statement claimAll copies and pictures of the apartment complex is attached Please let me know if there is any further information you need Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can agree with AAA movers on the location of my apartment and the steps involved to get to their truck, however in every instance when tenants moved in or out of Sumter Avenue the moving van was backed up to the front of the buildingInstead, the moving van was parked in front of the garages impeding residents ability to access their garages The items were not padded as I looked into the van and did not see any blankets or padding on my furnitureI was also told that they didn't have picture boxes, but that [redacted] (driver 1) would figure something out When I moved into Sumter Avenue it took hours and I had a bedroom moved in at that timeI would have gone with the same company but they no longer do residential movingI picked AAA movers because they were rated well through the Revdex.com I still maintain that the supervisor of the move ( [redacted] ), purposely took his timeIt should not take 5-1/hours to move what I had especially since the destination address did have an elevatorI have pictures that show the items moved, I believe most people would agree that with the amount of furniture moved, that the time was paddedI would be happy to forward them onto the Revdex.com Final Business Response / [redacted] (4000, 9, 2014/06/23) */ Although the destination location had an elevator- elevators take additional time, especially when the elevators are small and not reserved for moving Our drivers do not carry picture boxes on the trucks unless specifically requested by the shipper to bring them on moving day [redacted] placed the pictures into a speed pack which does allow the pictures to be transported safely AAA Movers does allow it's customer to come into our office and piall the necessary moving boxes required to complete their moveThese boxes are provided at no additional chargeHowever- these boxes were never pickby the shipper Per AAA Movers contract- all charges were based on the actual time spent conducting the moveTo help bring resolution- AAA Movers will reimburse hrof charges = $ If this is not acceptable, AAA Movers would ask that the Revdex.com provide a date with a mediator to help resolve this complaint Please let me know if there is any further information you need on our end Regards, [redacted] AAA Movers Inc
AAA Mover sent out a 3rd party service company to inspected the claimed damage and make repairs as necessaryThe feedback provided to AAA Movers by the 3rd party was as follows: Damage to table was not caused by AAA Movers handling of the itemThe issue is due to the age of the item and the finish separating where the joints meetThere is also cracks in the finishThe 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 consumerThe inspection was not done by an employee of AAA Movers to determine the claim settlementAgain, this was handled by a 3rd party service The claim has been completedAAA Movers would be willing to send out another company to provide their feedback regarding the claim damage if the consumer is agreeable to thisPlease let us know
This company did such a great job for me They moved me from my uptown condo to another uptown condo They took great care of all of my items and moved very fast The job took less time then it was originally quoted I would say that if you are in need of a moving company, AAA Movers is who you should call
I have used AAA Movers on two separate occasions now and wanted to share my positive experience with othersThey moved me from New Hampshire to Minnesota years ago, and everything could not have gone better I have heard of horror stories about long distance moving but these guys took every precaution possible and all of my belongings made it to MN in one piece! Then this summer they moved me from my old home to one that we built brand new They had floor coverings so they would not damage our hard wood floors, and also took extra care to damage our new home We are very happy with AAA Movers and would definitely recommend them to others
Initial Business Response / [redacted] (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 $ Rob quoted the moving estimate at hours and the piano at $and the fuel surcharge at $ [redacted] decided to book her move with our company and a moving confirmation was emailed to herWhen her moving crew arrived on Saturday, her driver, James [redacted] went over all of the paperwork and informed her again that there is a $fee for a piano on a moveJames informed [redacted] that he's not sure why it didnt print on the bill of lading but there is a fee per our tariffJames and [redacted] tried calling Rob but because it was a Saturday, Rob was not in the officeJames spoke with Greg our dispatch manager who informed [redacted] again that there is a $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 factJames and his crew moved the piano as requested On Monday, November 2, 2015, Rob spoke with [redacted] regarding the fee for the pianoRob 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 amountRob again explained that we have a tariff we follow on all of our prices and that we needed to charge the $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 $remaining balance On November 02, 2015, [redacted] 's card was charged the remaining balance of $ The move took hours total- so the estimate provided was 100% accurate Initial Consumer Rebuttal / [redacted] (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 mistakeHe never told me there was a seventy five dollar fee it's not even in my papersI'll stand on this over and over againIt's not even about the $it's the principle of the whole thing, how they pretend to be for the customer but really notThey (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 placeI will stand on it again he (rob) and AAA movers was wrong for charging my card I do not agree with this decisionThank you in advance Final Business Response / [redacted] (4000, 12, 2015/11/25) */ ***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 mistakeHe never told me there was a seventy five dollar fee it's not even in my papersI'll stand on this over and over againIt's not even about the $it's the principle of the whole thing, how they pretend to be for the customer but really notThey (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 placeI will stand on it again he (rob) and AAA movers was wrong for charging my card I do not agree with this decisionThank 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 bookedWhen the customer's bill of lading was printed for some technical reason, the fee of $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 $for moving this itemBecause 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 $ AAA Movers has to follow our scheduled tariff ratesPer AAA Movers tariff, it clearly states that a fee of $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 $ Let me know if you need any further informationAttached please find a signed copy of the Bill of Lading Best Regards, John [redacted] ***copied and pasted from email
On May 7, the customer contacted our office regarding her moving needs on May 27, Our representative Craig [redacted] spoke with the customer and informed her that we had a promotion going for $which included two movers for three hours and the Origin and Destination feeCraig informed the customer it is best to get an inventory of what is going to be moved in order to provide a more accurate quoteThe customer submitted an inventory (attached) which equaled 3,lbsBased on the inventory, our system generated a quote of two men for hoursEach mover on average can move lbsper hour (load and unload) so the math equates to the following: (3,lbs / by lbsper hr= / by movers = hours) Craig informed the customer that anything over the hrminimum would be billed in quarter hours incrementsThe customer was never scheduled for a man moving crew(Please see moving confirmation attached) The customer made the reservation for May 27, with the crew arriving anytime between 11am to 6pm and the movers would call ½ hrprior to arrival Because of the late arrival, AAA Movers sent out a 3rd mover at no additional chargeLuis arrived at the customers home to start prepping the furniture and complete any disassembly needed prior to the two movers and truck arrivingWhen 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 eveningGreg 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 routeShe said she would talk to her partner and give Greg a call backWhen Jamie called Greg back, she requested to move her appointment to the following day, May 28, 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 3:15pmThe scheduled arrival time was again 11am -6pmThe movers worked from 3:15pm to 8pm, a total of hours(System calculated quote at hours) AAA Movers provided a credit of $(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 was $AAA Movers charges in were $ AAA Movers provided another credit of $making total moving expense $ Total credit for delay on May 27th $ Please see the attached documentation: Moving Confirmation- Emailed on 06-/ Emailed to [redacted] Bill of Lading Refund Receipts- $and $ ***copied and pasted from email
This is the second time I have used AAA moversThe first time a year ago was a positive experienceThey took care and caution with everything and completed the move in the hour time that I was quotedI moved from a br home to a br townhome I moved again this April to a br townhomeIt was awfulI was quoted for hours and it took this unorganized crew, hours!! They filled my garbage can with their plastic, put several boxes in the wrong place when they were clearly marked, broke a dish, left plastic under a sofa When I called to get a reimbursement for the extra hours over because of how slow and unorganized this crew was, I was met with excuses and going by what the crew said and not taking my experience as a customer much into account I am very disappointed with the companies resolution of $ I will never use this company againI should have been given the whole amount over the hour quote and a full apologyInstead I got excusesThat's poor customer service
Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ Mr [redacted] contacted our office on May 2, @ 1:02pm to schedule his move for May 28th, Mr [redacted] elected to hire a 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, @ 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, 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 detailsMr [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, [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 deliveryMr [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 issuesWhen 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, as previously scheduledOur 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 moveThis was the only way we could still complete the moveSeeing 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-amWe 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 moveShe 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, new confirmations were sent to Mr [redacted] showing the movers to arrive between 8-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, at 6:35pm and 6:37pmThese new confirmations show the piin 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 1:30pmTotal labor billed was 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] , [redacted] (mailto: [redacted] [redacted] @bestbuy.com) Sent: Wednesday, May 28, 8:PM To: [redacted] Subject: RE: Moving Confirmation - Case # [redacted] - AAA Movers Thank you, & sorry things became contentious last week on the phoneI appreciate what you all did for meEvery 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 edgeI 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 times & all of those combined don't equal all of the issues I've had this time)? Thank you for waiving the overnight storage feeThat wasn't necessary, & I told [redacted] I'd be perfectly fine paying the $- 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 tomorrow morning, but the buyers seem anxious to get in, so I don't foresee any difficultiesIn 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, are crewed arrived at our warehouse to load Mr [redacted] 's to deliver his household items to his new residenceThey began working on loading his shipment at 5:00pm and were completed at his new home in Edina at 9:45pmTotal labor billed 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 needsWe did schedule his services based on the dates he selectedThe 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 follcall on May 30th, 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 correctlyAs for the Direct TV equipment- our warehouse manager received a call from Mr [redacted] on May 29th, 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/hrto 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-installOur 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 techIf 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 / [redacted] (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 itI 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 bulbThey also contacted me for follas I was leaving the church from my Mom's funeral, & they never followed up after I told them I wasn't talking at that momentI wasn't furious, & if I was it was because [redacted] had misunderstood the initial requestI booked both days & storage overnight, she had it wrongWith 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 qualityI also overheard them saying to make sure to take their time loading into/out of storageI 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 newWith that I have to return equipment to DirecTv, & since I no longer have it I had to pay them $Not sure why they mention the cable discussion with the dispatcherThey were not at my house anywhere near & I didn't sign anything that said thatWhat I signed correctly had 7: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 recordThis was easily the worst customer interaction I've ever experienced anywhere w/any entityIt was fine at first, then abysmal after they had my deposit & I had no other optionsThey should be ashamed of how the unload into my new house wentNo company worth anything or with a conscience treats anyone that wayI'm guessing [redacted] 's embellishments caused the owner ( [redacted] ?) to decide they should do it, but do the bare minimumSome 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 offerI 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
AAA Movers just recently moved me last Tuesday and they did such an amazing job I just had to share itThey sent out guys and two trucks and they made things go smoothly it was hard to believe that we were actually movingIf we ever move again there is no doubt in my mind that we will be using AAA Movers! Thanks again
AAA movers did such an amazing job for me and my family I would recommend them always!!!
Initial Business Response / [redacted] (1000, 5, 2014/06/05) */ [redacted] states in her complaint that when the movers arrived at her apartment, the truck was not backed up into the loading zone, instead he parked the vehicle further away in the parking lot, this was a distance away and added extra time I personally went out to both locations, origin address in Crystal and destination address in PlymouthThere is no loading zonePlease see the attached pictures At the origin location in Crystal, MN- the apartment complex is [redacted] This apartment complex has a main entrance- which you will see by the pictures provided, and a side exit doorBoth doors and located in the same parking lot as the parking lot is only directly in front of the apartment unit [redacted] 's apartment, unit # ***, was located on the 3rd floor and in the center of the hallwayThe walking distance from her apartment to the front stairway is steps and from her unit to the side right door stairwell is stepsWhichever exit is used, both require the movers to go up and down flights of steps and include (2) degree turnsThe front entrance does require two doors to be propped open and the right exit requires one At the destination address- the couch wouldn't fit in the elevator and had to be carried up flights of stairs [redacted] states that only one mover was working at the delivery location and that the driver didn't do anythingThis is an inaccurate statement At the destination the driver was bringing the items from the truck to the elevator and would send up the elevatorThe laborer would then grab it from the elevator and bring it into the apartmentThis is standard moving protocol and insures a steady flow of progress The driver did note and [redacted] signed on the paperwork that there was excessive walking at both locations and at the delivery location the elevator was small and wasn't reservedTherefore, making it sometimes difficult with current tenants taking the elevator All items that were moved from the home were padded [redacted] states in her claim that she has damaged items- but they're not addressed in her claimAAA Movers will take care of these claims based on the insurance coverage [redacted] selected prior to the move commencing A copy of the insurance selection is attachedI would ask that [redacted] send our company a completed statement of claim so we can resolve this issue for her With the amount of stairs, turns, walking distance, where the truck had to park, and the small elevator at destination- there's no way this move could have been completed within the hrminimumThere are inaccurate statements in her claim with regards to our minimum charge, the amount of items moved, and the loading zones designated for moving trucks AAA Movers will complete the damage claim once we have received the statement claimAll copies and pictures of the apartment complex is attached Please let me know if there is any further information you need Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can agree with AAA movers on the location of my apartment and the steps involved to get to their truck, however in every instance when tenants moved in or out of Sumter Avenue the moving van was backed up to the front of the buildingInstead, the moving van was parked in front of the garages impeding residents ability to access their garages The items were not padded as I looked into the van and did not see any blankets or padding on my furnitureI was also told that they didn't have picture boxes, but that [redacted] (driver 1) would figure something out When I moved into Sumter Avenue it took hours and I had a bedroom moved in at that timeI would have gone with the same company but they no longer do residential movingI picked AAA movers because they were rated well through the Revdex.com I still maintain that the supervisor of the move ( [redacted] ), purposely took his timeIt should not take 5-1/hours to move what I had especially since the destination address did have an elevatorI have pictures that show the items moved, I believe most people would agree that with the amount of furniture moved, that the time was paddedI would be happy to forward them onto the Revdex.com Final Business Response / [redacted] (4000, 9, 2014/06/23) */ Although the destination location had an elevator- elevators take additional time, especially when the elevators are small and not reserved for moving Our drivers do not carry picture boxes on the trucks unless specifically requested by the shipper to bring them on moving day [redacted] placed the pictures into a speed pack which does allow the pictures to be transported safely AAA Movers does allow it's customer to come into our office and piall the necessary moving boxes required to complete their moveThese boxes are provided at no additional chargeHowever- these boxes were never pickby the shipper Per AAA Movers contract- all charges were based on the actual time spent conducting the moveTo help bring resolution- AAA Movers will reimburse hrof charges = $ If this is not acceptable, AAA Movers would ask that the Revdex.com provide a date with a mediator to help resolve this complaint Please let me know if there is any further information you need on our end Regards, [redacted] AAA Movers Inc
AAA Mover sent out a 3rd party service company to inspected the claimed damage and make repairs as necessaryThe feedback provided to AAA Movers by the 3rd party was as follows: Damage to table was not caused by AAA Movers handling of the itemThe issue is due to the age of the item and the finish separating where the joints meetThere is also cracks in the finishThe 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 consumerThe inspection was not done by an employee of AAA Movers to determine the claim settlementAgain, this was handled by a 3rd party service The claim has been completedAAA Movers would be willing to send out another company to provide their feedback regarding the claim damage if the consumer is agreeable to thisPlease let us know
This company did such a great job for me They moved me from my uptown condo to another uptown condo They took great care of all of my items and moved very fast The job took less time then it was originally quoted I would say that if you are in need of a moving company, AAA Movers is who you should call