A&C Brothers Moving & Storage

I received a quote on 7/24 and the billing for a $100 deposit went through while I was on the phone driving. A few days later we decided to move ourselves with a group of friends and a rental truck. I also checked the BBB rating - they are not a member however there were many complaints logged. I called back on 7/27 at 4:07pm and I was told it could take up to 6 months to get my $100 deposit back as too many people had cancelled that month. After having to make a second call as that person hung up on me after 6 minutes I spoke with another person for 8 minutes to no avail. Well it is now 9/1/2020...and I do not have my refund. Also, in checking the BBB they are not a member and have a ton of complaints. Buyer Beware! Kay

We apologize for the damage that might have occurred during the move, we scheduled an appointment with your to view the damage that you are claiming.  The day of the scheduled viewing the gentlemen called you 45 minutes prior to the appointmentto advise you he was in route to you, you were not...

available he tried again and no response, he waited about 10 minutes and when he did not hear back he went on to his other appointment.  At this point we can go ahead and send you a claim form please fill out the claim form completely and return it back to our office.  Once this has been submitted back to us if we had any additional questions we can contact you.  If not then we will pass on to our claims department so that they may provide a settlement offer for you. Sincerely, A&C Brothers Moving & Storage602-900-1887

Your complaint had already been closed in fact we provided a settlement offer in which you signed and agreed to.  So I am now confused as to why you are now not satisfied.  I have attached a copy of the signed settlement form which you signed and agreed to.  At this point there is nothing else A&C Brothers Moving can do other than have you honor the settlement form.Thank You,A&C Brothers Moving & Storage###-###-####

We do apologize you feel that your move was not to your satisfaction, however, the contract regarding the service clearly states that our services are based on an hourly rate. There is a 2 hour labor minimum and a 1 time travel fee if your two hours of labor expires there after your chargesare...

pro rated by he quarter hour.  It is only fair that you pay for the amount of time the movers worked, a 6 hours move is not uncommon especially when you are moving  a fully furnished 2 bedroom apartment from a second floor to another second floor apartment. You have to consider long walks and then going up and down stairs at both residence, there is no way this move could have taken 2 to 3 hours it is impossible. From the time that the clock starts at the new residence, prepping furniture with moving blankets, breaking down beds and any other furniture that requires it, going up and down the stairs, then driving to the new residence, You have to consider there was a long walk from where the truck was parked to your new apartment, so unloading into a second floor again going up and down stairs and putting furniture back together. Do you really think this should take 2 hours?  I don't think you clearly understand the labor intense work that was done for you.I am not certain how you think this work could be done in 2 hours.   If you have any further question please do not hesitate to contact our office A&C Brothers Moving[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Sandra J[redacted]

We do apologize you feel that an hour over the estimate is excessive but please remember that hour services are based on an hourly rate and not a flat rate we do our best to try and provide you with an closeestimate based on the information that you provide us with. In all honesty our movers did a great job for you they did a 8 hour job in 5 hours which I think is very commendable.  I can also mail you a copy of your contract where you acknowledge that our services are based on an hourly rate and not a flat rate.  In regards to the damages we have sent out a claim form for you to fill out which, we did receive an acknowledgment from you that you have received the claim form.As soon as you return back to us we will file a claim for the items that you are claiming as damaged. Best Regards, A&C Brothers Moving & Storage

Rebuttal to complain [redacted]. Company responded to Revdex.com so I did research and provide a new claim form on March 15 with original sales receipts for the furniture that was chipped/scratched along with invoices for the stolen Art work and frame. On March 23rd Art Lopez responded that it is taking awhile since they don't have any invoices. I then resent the claim to him. I have since sent an email every week but now have no response from Art or A and C moving and Storage. The first time I submitted my claim they denied my claim in less then a week. It appears this company is now not responding to avoid responsibility for the stolen items and damaged furniture. I would like a refund for the stolen items and either compensation or repair of my bedroom furniture.

We asked that you allow us to correct the issue at hand before positing a review that is not entirely accurate.  Also, we have sent out a claim form for you to fill out.  Please fill out the claim form completely and return along with the pictures of the damage so that we may settle your claim.  If you have any other questions please contact our office Thank You,A&C Brothers Moving

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I am not able to come to the office as designated as I work 10-hour days. First of all, I wasn't required to sign any paperwork initially, but had to pay $50 which you people gladly took. [redacted] did initially state "we'll send the check this week" when he finally called - but now why is it required I have to sign paperwork? Moreover, I have to fight to get back money owed to me? If you can just send the check as you previously stated, why has this changed? Regards,[redacted]

We do apologize that you feel that your bed was not put back together, However, please keep in mind that you still have a $43.00 balance pending.  As you know our services are based on an hourly rate they are not flat rate services.When our representative spoke with you on the phone the...

indicated that once you take care of your balance, we would send a person to help you move the cords from the bed and take a look at the assembly.   Please contact our office if you have any questions. Thank You, A&C Brothers Moving###-###-####

The workers left the premises at 7pm.  If they are saying 7:30pm, they are padding the hours so they can get paid more.When I spoke with Art about removing 2 hours of time, this was for their tardy arrival in the morning and for their standing around talking to each other, standing around, period, and each spending time on their cell phones.That was discussed at approximately noon.   That compensation was for the slow and lazy schlocky work, and not sending a professional piano mover as promised, and a separate mover had to be hired who actually knew how to move a piano.Art agreed to remove 2 hours.  I stated during that lengthy and unkind discussion, "I am also not paying for this time that we are sitting here on the phone discussing this and you have instructed your workers to sit and not unload the truck."  Art communicated that we would address that later.  I also questioned how they could write down and charge me for 9:30 to 7:30 when they didn't even know their ending time yet?  He said that would also be adjusted later if they finished earlier. They did NOT work until 7:30, they LEFT at 7pm.  Guaranteed, I looked at the clock because these guys were lazy fools goofing around on my clock all day.  They left at SEVEN P.M. So for that additional 30 minutes, AND the HOUR taken for lunch during Art's unfriendly discussion about the schlocky crew, that is an ADDITIONAL 1.5 hours that is to be deducted, on top of the 2 hours we agreed upon for the late arrival and chit chat time! And, let us not forget you are charging $48 for supplies when you did not use supplies!  Your crew used OUR cello wrap!!!  And your crew did NOT blanket my furniture as promise or it wouldn't be broken and gashed all over!!

I am not mistaken, I remember speaking with Melissa regarding this issue, the movers clearly indicated that the damage was caused during the transport.  Melissa we very upset at the other individual who was there, I am not sure if he is her husband, fiancé or boyfriend or just friend.  However, she was very upset at him for not loading the truck properly.  The movers witnessed this first hand, and immediately called me to inform me of the situation.  Also on that same day when the movers arrived back to the office and I had a sit down wit them to again verify the issue.  They explained once again that the piece of furniture was damaged due to how it was loaded and using the proper protection.  Melissa the customer also did not notify the office until the following day of the issue at hand.  So my questions is if the movers damaged it how she claims they did why did she not notify our office immediately, instead of waiting until the following day.  Customer that have damage done during a move call our office immediately not 24 hours later.There fore, A&C Brothers Moving & Storage cannot be held responsible simply because they unloaded a the truck. Thank You, A&C Brothers Moving###-###-####

Mr. C[redacted], It was  clearly explained to you that our services were based on an hourly rate not a flat rate amount, the phone quote is just a guestimate based on the phone conversation.  You never spoke to our company about havingt an on site survey, you must be confusing our company with someone else.  However, even if we had gone to do an on site survey our pricing structure is still based on an hourly rate.  We have a signed contract where you agreed to the terms and conditions of the contract.  I do apologize your move took longer however when you have a full truck of furniture it is most certainly going to take longer. Based on the inventory you provided the truck should only have been half full this was not the case.If you have any further questions please contact our office. Thank You, A&C Brothers Moving & Storage###-###-####

The statement Ms S[redacted] is making is incorrect, Ms. S[redacted] was aware of the damage that occurred and new that the damage happened while in transit from the origin to AZ.  Ms. S[redacted] was even upset at her husband for the way he loaded it.The movers confirmed that Ms S[redacted] was upset at...

her husband due to how he loaded the furniture and was not protected either.  Ms. S[redacted] than later tried to blame the movers for the damage, her complain came in after the movers left.Therefore A&C Brothers Moving is not liable for that damage as the company did not load her truck or transport her HHG. Thank You, A&C Brothers Moving

We apologize we not gotten back to you, our claims department is finalizing your claim and you should have a settlement offer letter within the next three to five business days. We apologize for the time it has taken to finalize the claim however, it does take time to put everything in order and identify your settlement based on the damage as well as the terms and conditions of the contract.If you have any further questions please contact our office.Sincerely,A&C Brothers Moving & Storage###-###-####

We ado apologize for the concern, we take all the proper measures prior to hiring on our staff to ensure we are bringing in qualified individual.  All of our employees have to go through a thorough background check and certifiedas pro movers.  We will conduct an internal...

investigation and provide you with an update on the current situation, in the interim we will be sending you a claim form so that we can settle your pending claim.  Once you receive it pleasefill it out completely and return it to our office. Again we apologize for the current issue at hand. Sincerely, A&C Brothers Moving & Storage

Once again our pricing structure is based on an hourly rate not flat rate, therefore there is still a balance left of $43.00.  We have tried to contact the customer multiple times however are unable to reach her.  The last time we called the phone number on file we spoke with her daughter who was aware of the situation and the balance that is owed.  We can most certainly schedule a time to move the beds away from the plugs.  However the customer must call in to schedule an appointment.  Also there is still a pending balance of $43.00. If you have any other questions please contact our office ###-###-####

Mr. Lo[redacted] must have me confused with another client as I am a single woman and have no husband.I'm not sure how Mr. [redacted] can justify any of his comments because he has not once tried to meet with me to discuss this situation.  He was not at my apartment when I moved in.  Mr. [redacted] has refused to acknowledge that his crew made a mistake.  He believes that by ignoring me as his customer, maybe this problem will go away.  As a business owner, I would have expected that he at least meet me face-to-face or communicate with me to try to work something out.  Instead, he has chosen to blame me.  This is not only inappropriate, but unacceptable.  Every piece of furniture was protected and wrapped individually with the appropriate UHaul Mover's Stretch Plastic Wrap of 80 gauge thickness.  As explained in the original complaint, this couch comes apart, the two backs from the two seats (chaise).  Each of these pieces were tripled wrapped individually as you can see in the photo taken with the green plastic.  In order to protect each piece, the leather was packed facing each other and corrugated shipping cardboard boxes were placed between them and the other items in the trailer.  As I have stated before, this is a new piece of furniture that I am still paying for.  I have submitted the cost estimate to replace only the side that was damaged.  I would like to be reimbursed for that side only so that I may order the replacement please.   ps.  I've attached the photo, that I inadvertently omitted during the initial complaint, of the damaged wall. Respectfully,Melissa S[redacted]

One of our inspectors viewed the damaged piece on 08/31/16.  Our claims department is finalizing their settlement and should be contacting you within 24 hours with the settlement.  In addition, our Accounts Payable department has been notified of the refund due and they will be cutting out...

a check today to reimburse you for the un-used time.We apologize for the delay but we are glad we are able to get this resolved for you. Thank You, A&C Brothers Moving[redacted]

We are taking responsibility for the 2 pieces of furniture that you are claiming on the claim form (attached document items 1 and 2) that you submitted.  Once again our contractual liability is based on $0.60 per pound.   The claims department has made you a settlement offer based on the weight of both items.  However we cannot take responsibility for a damage that our movers did not do, as I reiterate we do not take responsibility for the damage that you and your mom did to the floors while trying to drag the chairs. If you have any further questions please do not hesitate to contact our office Thank You, A&C Brothers Moving###-###-####