A&C Brothers Moving & Storage

We are sorry for your frustration however, that is part of the claim process, the claim form has been mailed out to you once your receive it please fill out completely.  If you do not fill out completely it may be returned to you stating
that it needs to be completely filled out.  Once filled out please mail it back to claims connections and they will review the information and provide you with a settlement offer.
 
Thank you for your patience and understanding
 
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 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
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We spoke with Ms. [redacted] regarding

her concerns about her move. We originally...

offered Ms. [redacted] a 4 man crew for

$149 per hour. Ms. [redacted] declined our offer and requested specifically only 2

movers. When our movers arrived to her home, this is a 3-bedroom, 2 bathroom

house, 2,162 square feet fully furnished. 

When Ms. [redacted] called our office to discuss the refrigerator, washer and

dryer not having been moved - she failed to disclose that the items were still

hooked up. It is company policy that our movers do not un-install any plumping

or electrical due to liability and insurance purposes. We did offer to come

back out on a third day and move these three appliances complimentary. When Ms.

[redacted] called our office to schedule this, she told our Sales Manager that the

appliances had been un-hooked and our men could come back out. When our

dispatcher called to confirm her schedule time, she advised dispatch that the

appliances needed to be un-installed by our movers the following day. Our

dispatcher advised Ms. [redacted] on three separate phone calls from her, that we

are not able to un-install any appliances. Her integrity was questioned at this

period, because we fired a mover who had advised us that these appliances where

in deed hooked up, and the customer told our Sales Manager on the phone during

day 1 of her move, that the mover had been lying and that these appliances were

un-hooked.

On day 2, the movers were working

at Ms. [redacted]’s home for 8 hours. When Ms. [redacted] brought up the concern

regarding damaged furniture, we mutually agreed to credit her 4 hours of

time on the second day, a total credit of $316. 

Prior to this claim arising, with regard to the appliances, Ms. [redacted] stated

that our movers were "working diligently" and are "friendly and

professional." We believe in good faith that our business made every

reasonable attempt to resolve this concern with Ms. [redacted].

We apologize for the damaged items we did receive your pictures the first set that were sent were not clear as I think the picture was take too close.  The second set were visible and some of the chips do look as if they could have been done during the move.  Some of the other...

scratches just by looking at the piece look old.  However this does not disqualify you from filing a claim with our company. Our company provided you with a claim form and indicated on the instructions that the form must be filled out completely.  The form was not filled out completely, an email was sent back to you advising you of this, you asked what specific areas needed to be filled out and we have the correspondence where we responded with you on those details.  You acknowledged the areas that needed to be completed.  As of 03/12/16 we still have not received your updated claim form, in order to proceed with the claim please fill out the form completely and return to our office.  Furthermore the rate that was give to you was based on an hourly rate we a signed contract where you agreed to the hourly rate.  In addition after the move was completed you did call our office and  complained the movers worked slow and we did refunded you $50.00.  However the move only took 4 hours.  Your 2 bedroom home was on the second floor and our staff almost filled up the entire truck.  Maybe you have not moved before or hired movers but this is an intense labor service, and to get your move accomplished in 4 hours is no unreasonable considering the amount of belongings you had.  We are sorry you feel that our service was not up to part with your standards.  Please submit the correct paperwork to our office and we can most certainly handle your claim. 
Thank You,
A&C Brothers Moving
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Dear Ms. [redacted],Thank you for your response. We will gladly refund your $50, that we accepted as your security deposit to reserve our movers for your move date. It is our business policy for customers to sign and acknowledge a receipt for any refund. Our office is open on the weekends from 8 AM to 5 PM Saturday and Sunday. Please feel free to call ahead if you wish to ensure somebody will be here to process your paperwork and refund.A&C Brothers Moving & Storage

I did tell them it's a 4 bedroom 
and I didn't think we would have to move most of it with the movers 
and in his response he didn't say anything about the damages I need to be compensated for the furniture the moving company damaged and for the extra hour I was charged...

since we did a lot of the moving thank you

We apologize if there the refrigerator doors were not assembled back.  After looking over our records we show that your move was completed 6 months ago and this is the first time that we have heard of the issue at hand.
Also, the staff who relocated...

you are indicating that you did not want them to assemble the refrigerator doors as it would take more time.  Please contact our office so that we may get more details in regards to this matter.  As I indicated this is the firs thatwe hear about this issue, in fact we don't show any record of you contacting us at any point to mention the issue at hand.
 
Sincerely,
A&C Brothers Moving & Storage

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.My father does not use foul language and did not call and use foul language. The review was provided under coercion to reduce the exorbitant price of the move that they knew would be incurred. I was expecting about a 2-3 hour move and to pay around $278.00 at the most in accordance with the moving quote I had received. Later after another box was dropped [redacted] told me if I completed a really glowing review on [redacted] before the movers finished he would deduct $70.00 off my bill. I feel that a glowing review should not be coerced before the job has been completed. I feel used, abused and duped by A and C Brothers Moving. I feel more credit should be given than $70.00 dollars since I and my children had to help offload the truck when we should have had to. I have used different moving companies in the past who moved a 3 bedroom 2000 square foot house full of furniture and boxes and did not take all day to load and unload. I also did not have to help unload the truck.

Regards,

Mr. C[redacted] our services are based on an hourly rate, the contract that you signed clearly states that, we do not flat rate work.  We have a 2 hour labor minimum with a 1 time travel fee.  You only paid for the amount of hours that my men worked. On the phone this was explained to...

you as well, we give you a best guess scenario in terms of how long we think the job may take however, if there is more to be done obviously it will take longer to complete the job. On the quote that was provided to you, there is also a terms and conditions section that clearly indicates that our pricing structure is based on an hourly rate and that the final bill will be based on the total hours of labor worked.If you have any other questions please feel free to contact our office.
Thank you,
A&C Brothers Moving & storage
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I am sorry that you feel that our services were not to your expectation, as previously mentioned we cannot be held liable for items that my movers did not pack.  Also the over estimate charge was refunded back to you, our office spoke with you in regards to this matters, as previously outlined a refund was provided back to your card and a transaction number can be provided to you.  If you have any further questions please do not hesitate to contact our office
 
Thank You,
A&C Brothers Moving
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This is the first that we hear of the issue at hand, we have pulled up your records and we do show a credit due back which has been mailed to your employer.  The estimate as it shows is for 4 movers at $149 per hour, we have a 1 time travel/trip fee which is equal to the hourly rate, meaning...

the service charge is also $149.00.  We are showing that you signed the contract the day of the move agreeing to these terms, we show 3.5 hours of labor plus the trip fee and materials used $60.00, for a total of $730.50.  After doing the research on the payment it appears that your employer paid for your move so a credit of $101.50 has been submitted back to your employer.  Please feel free to contact our office so that we may provide you with any further details.  You might also want to contact your employer for the credit that was sent back to them. 
Sincerely,
A&C Brothers Moving & Storage

[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.]

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]

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
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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 certified
as 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

Thank you for bringing this concern to our attention. We are willing this one time, however, to provide this customer with a refund of $50. The complainant must come in person to our office located at [redacted], Monday through Friday between 8 AM and 5 PM in...

order to resolve this matter. – [redacted]. Business Development A&C Brothers Moving & Storage

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 close
estimate 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

The workers left the customers home at 7:30 PM,  We did take 2 hours off the clock which would put the customer at 8 hours of labor.The deduction in hours was NOT because we were late, the delay in arrival was due toheavy traffic and an accident in the highway which is out of our control.  The two hour deductionwas for Mrs. Petta’s complaint  regarding the movers pace and according to herone mover being on the phone, in addition the deduction also took into consideration their30 minute lunch break and the phone conversation with her which was 20 minutes.   Therefore at this time we cannot provide her with an additional 1.5 hours discount.  2 hours off the clockWhat was agreed on and is more than fair. Thank You, A&C Brothers Moving###-###-####

YOU SIR ARE NOT BEING HONEST AT ALL AND NEITHER HAVE YOU BEEN SINCE THIS BEGAN.  i TOLD YOU UP FRONT I NEEDED SOMEONE TO COME OUT AND PROVIDE ME WITH A WRITTEN QUOTE BECAUSE I WOULD ONLY PAY WHAT WAS QUOTED AND YOU INSISTED ON TAKING A ROOM BY ROOM INVENTORY OVER THE PHONE.  i EVEN EMAILED YOU BACK A DAY AFTER YOUR EMAILED QUOTE TO TELL YOU WE HAD DECIDED TO TAKE THE DESK AND ASKED IF THAT WOULD CHANGE MY QUOTE ANY, AS EVIDENCED BY OUR EMAIL EXCHANGE ATTACHED.  I AGAIN TOLD YOU I WAS NOT ONE TO PAY MORE THAN QUOTED.  I EVEN TRIED CALLING TO TELL YOU YOUR GUYS WERE TAKING LONGER THAN YOU QUOTED AND YOUDID NOT TAKE MY CALL AND I FOLLOWED THAT UP WITH AN EMAIL, AS EVIDENCED BY THE EMAIL ATTACHED.  YOU NEGLECTED TO CALL ME BACK AND INSTEAD CALLED YOUR GUYS ON SITE AND TOLD THEM TO HOLD MY FURNISHING ON THE TRUCK UNTIL I PAID AND THEN AFTER THAT YOU EMAILED ME YOUR EXPLANATION AS ATTACHED.
 I WOULD LIKE $516 RETURNED TO ME OTHERWISE I WILL TAKE OTHER ACTION AND GO AS FAR AS HAVING MY CREDIT CARD COMPLANY NOT PAY YOUR BILL AT ALL AND WE CAN GO TO IN FRONT OF A JUDGE AND EXPLAIN MATTERS.
 JOE C[redacted]

Mrs. S[redacted] we apologize that you feel that the service was not at par with your expectations, as per the agreement which was signed by you; the services are based on an hourly rate and not (a flat rate job).  Therefore we do as much as you need us to do or as little as you want us...

to do as it pertains to the service, therefore, you only pay for the amount of time that our men work, this is fair. The agreement that you signed clearly states the terms of the service specifically in regards to payment, therefore you were fully aware of our payment process and agreed to it.  In addition the un-used time that was was refunded back to you and we have the credit card transaction that identifies the refunded amount that was given to you.  Furthermore, the services provided to you were only for moving your house hold goods from one location to another.  We did not provide you with a full packing service, therefore we cannot speak for how the packing of your fragile items was done.  If fragile items are not packed properly with newsprint and in the appropriate box (that is intended for fragile items glass, ware crystal, and other breakables) these items may not make it throughout the transport.  Once again we do apologize for the damage to the packed items but since we did not pack your belongings we cannot be held liable for the way you packed your fragile items.If you have any questions please do not hesitate to contact our office.
 
Sincerely,
 
A&C Brothers Moving