A&C Brothers Moving & Storage

Our professional movers are trained and certified prior to going out into the field with our customers and handling their belongings. The movers we assigned to Ms. [redacted]’s job are professional, background checked and drug screened and in her original reviews regarding A&C Brothers Moving &...

Storage, she mentioned how “friendly” and “professional” the movers were. Our client had no problem or complaints with us until the bill was due at the end of the move, especially when we asked if there was anything else she wanted to add to the bill, we do this so the credit card will not have to be run twice in the event of a gratuity. We are not sure as to the “paying for a glowing review” statement means.This is when the customer’s father called our office, using profanities saying for what he helped his daughter with in terms of financially, we better refund her the total amount for the move because of damages which were not disclosed during by the customer during the move. Our Client knew going into this move exactly what our charges are per hour, she signed a Contract of Services agreement before we started the move. Our Client received what we promised.As per State law, our responsibility as a licensed, bonded and insured moving company is to offer the Client .060 per LBS per article. Our operations manager offered the Client $70 as a credit towards her bill, because we want to ensure the satisfaction of our customers. Our Client declined to accept this offer. [redacted]Director of Business DevelopmentA&C Brothers Moving & Storage, Inc.

Mr. [redacted] clearly you are trying to get off without paying for the services that were rendered to you.  When our pricing structure was provided to you it was clearly indicated over the phone that hourly rate for services is $84.00 per hour, we have a 2 hour labor MINIMUM and 1 time travel...

fee of $84.00 which covers our round trip travel and fuel ( the bare minimum for two hours labor would have been $252.00).  You were also explained that the hourly rate is only for the labor portion of our service; and that if you required packing services (Which you did require) the other charge would be a supply charge for the materials used.  We are only asking that you pay for the labor that was performed and the materials that were used to pack up your belongings, this is only fair.  Also enclosed are the contracts that you signed where it clearly states the terms, condition and pricing structure of our services.  Currently you have an outstanding balance of $890.00, we can work with you and try to reduce the total amount due in an effort to get closure on this bill.  However, prolonging the situation and putting out false statement will only make matters worst.  We are prepared to reduce your bill by 50% in an effort to have closure to this matter;  that would put your bill at $445.00 If this is something that you would like to work out please let us know. 
Sincerely,
 
A&C Brothers Moving

We want to correct the issue with Ms. J[redacted]n by offering the customer a $50 credit. Our claims department has forwarded a copy of the claims form to the customer for her to fill out, sign and send back to us. We follow a specific step-by-step process to resolve any issues regarding damage and...

claims. We request that Ms. J[redacted]n send back the claims paperwork as soon as possible to our office. 
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.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 are very sorry about the damaged clock, our claims department was mailed you out a claim form.  Please fill out the form so that we can begin your claim.  As for our pricing structure, our services are
all based on an hourly rate we do not flat rate jobs.  The estimate you...

were given over the phone is the minimum charge which is 2 hours of labor plus your 1 time travel fee at the rate of $79.00.  This was clearlyexplained to you, in addition the contract that you signed before we provided the services also clearly states that our pricing structure is based on an hourly rate.  Your move took longer than 2 hours this is why it
was move than $237.00
 
 
Sincerely,
 
A&C Brothers Moving
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We apologize if you feel you had a negative experience with A&C Brothers Moving however, services are based on an hourly rate the crew started working at 9:30 AM and they finished working at 7:30 PM.  This is 10 hours of labor, when we called to collect payment you did bring up that you...

felt you should be deducted some time.  Based on the conversation time was deduced for a brief lunch that they took also and additional courtesy 1.5 hours deducted for a total of 2 hours deducted. Therefore you were billed for 8 hours of labor plus your one time travel fee, $200.00 for the additional truck and $48.00 dollars in supplies.  You agreed to this charge and we have a signed contract which states the same.  At this time we cannot extend to you any additional refunds or credits.   
Thank You,
 
A&C Brothers Moving & Storage

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 appointment
to 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 & Storage
602-900-1887

I believe that the offer for resolution that we provided Mr. [redacted] is fair considering his obligation for payment based on the contract that was attached in our original response.
We are offering a 50% discount off the total that Mr. [redacted] owes to put closure.  I believe that this is fair and is making a good faith effort to bring closure to this complaint.
 
Thank You,
 
A&C Brothers Moving
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they refused to do anything without my removing my complaint on yelp about their service and damage done, I have right to post my complaint like many other have about them and the damage still be takien care of as it was their fault

This company has gone past 'pants on fire' and is steaming straight toward 'pathological' with their casual affiliation with the truth.  Nobody ever told anyone in my house they couldn't move the couch upstairs.  That sounds a bit more like employees trying to cover up for their screw up after-the-fact.  Not to mention, this is the third time their organization has referenced sending a 'settlement form.'  One has yet to materialize and my fear is that they'll low-ball me for having stated my problems to a higher authority.
 
If they had warned us of the perils of moving the couch upstairs wouldn't someone (two people with advanced degrees or, perhaps, the 'professional' moving men) have taken steps to put blankets over the half-walls/railings out of which they took chunks of wall?
 
Problems not addressed in their response include: the chipped tile and grout, the dresser I had to repair, the fact that they sent Christian out a second time (even though 'they try to accommodate customer requests' and I asked for him not to be at the delivery), not getting an itemized bill, et al.
 
And, should it be acceptable that a firm with a set delivery date shirks its responsibility to deliver on that date without proper compensation?  Why does an emergency (at best, failure to plan) on their part constitute a problem on my end?
 
Waiting by the mail for several more weeks does not work for me.  Every real company has the ability to scan and attach to email.  I do not feel comfortable being left a victim to their continued procrastination.  If they will not overnight (with tracking), or email, the document, why should I hang any hopes on this issue ever getting resolved?
 
Thanks for your time and consideration!

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

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

We apologize for the customer's perception of this matter. We welcome her feedback and upon her contacting our office, she will be provided the claim forms which she will be required to send back to our office, once completed. We are happy to work with the customer, she will need to contact our office to offer a possible discount.A&C Brothers Moving & Storage

There is not record of a 1 hour break, at the time that the bill was collected you also never disputed the bill at that time and point or mentioned anything
about a break. The signed contract your initials on the start time and stop time.  There is not documentation from you on the contract the states they took an
hour break.  We will have our claims department re-send out a claim form to you.
 
Thank You,
 
A&C Brothers Moving
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the only cost conveyed to me was $250.00 via Mitchel K[redacted] via a phone text. No other fees accompanied that message. At no time was it disclosed that I would not be able to obtain my clothes, if that was known I would of had the PI obtain them. To this date we have only received lies, threats and forged documents trying to explain their behavior. They refuse to send us the original documents and a copy of lease agreements, and any terms. This company is known for the bait and switch tactics, I am not the only person they have done this too. See other reviews via Yelp. In addition, my signature appears on a form stating at what time the movers arrived on the 29th, I wasn't there, only the PI waa present. As another item, on their forged documents, paragraph 4 clearly states" that the company will not offload the contents unless Paid In Full" so via these documents (forged or not) this acknowledgement must mean that they were in fact Paid in full). Another note, L[redacted] stated that he was/has been/or now is contact with Beverly G[redacted] has stolen money, coins, art, other various items and my pets, we are unable to ascertain the extent of this theft because l[redacted] and his company are now co-conspirators and will be trated as such. They must remember that we have video and audio of this move. L[redacted] stated "Get an attorney and we will deliver the original documents. This L[redacted] has 0 integrity, and we have unequivocal proof of there efforts to harm me in cooperation with. G[redacted].

We have reviewed our records and we did refund you $402.00, Also an email was sent from the merchant which you acknowledged regarding the refund.  It typically takes 7 to 10 business days for the transaction refund to show on your statement.  If you disputed the amount your bank should...

be able to advise you on the refunded amount.  Please contact our office so that we may clarify this matter.  In regards to the damage you were emailed a damage claim form, which you also acknowledged as received.  If you have any questions on how to fill out the claim form please contact our office. 
Thank You,
 
A&C Brothers Moving

Review: When I called to get a and c brothers to move me from [redacted] I was quoted $395 it should only take 4 hours, when the movers got there they told me 9 hours and my rooms were not even fully furnished and me and my friends also helped load up most of the boxes because the movers were really slow

They were only able to move half of my stuff mostly the furniture I have

and I was charged another $79 for an extra hour

And I had to rent my own truck to move the rest of my stuff because there is no way I would pay them to move the rest when they were just taking their time

The next day I had called them after I noticed there was damage on my dining room table they scratched it all the way around and my portable fireplace I spoke to Art and he told me he would send me a claim form

3 weeks have gone by, I still have not received anything this is why I am filing a complaint w the Revdex.com.

I have called Art everyday and he's been telling me the same thing that he had emailed or mailed it to me. And now they are ignoring my calls, Customer service is really bad

I would like money for damages and $79 for the extra hour considering they only moved half of my things when I was told 4 hours was good. We helped moved boxes we moved most of my boxes downstairs and I had to rent another truck and make 2 more tripsDesired Settlement: I would like $79 for the extra hour I was charged for moving only half of my things

And $500 in damages that was done to my table and fireplace because it will cost over $2000 to replace if I had to get a new one and it's not going to be the same that the table is chipped and scratched up and my fireplace is scratched up

Consumer

Response:

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

Business

Response:

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

Review: I hired A&C Brothers (10/31) to move from one house to another ... the first 28 days, the stuff was to be placed in their storage facility and then delivered to me at the new home on 11/28.

PROBLEM #1 - I waited around all day before calling the company to discover why my afternoon delivery was late ... They had "a mechanical" (which was later explained as a truck breaking down) ... My stuff was not yet on the truck so, I assumed they'd get another truck. They didn't and they cancelled for the day. They delivered the next morning, a huge inconvenience. You hire a delivery company to keep a schedule!

PROBLEM #2 - The delivery personnel (one of whom was on my first job, Christian ... I asked for him not to be on the second leg because he used the bathroom for 25 minutes at the pick up and was not handling things professionally as night fell) dropped a chest and cracked some tile/grout in the new home. It also disengaged drawer tracks in the furniture.

PROBLEM #3 - While moving a couch upstairs, they damaged the walls so badly, I had to have drywall replaced in several areas. When I spoke to management, I was told I was warned not to move the couch upstairs. This never happened and I have a witness.

PROBLEM #4 - An inventoried lamp (item 69) is missing and no attempt to return it has been made.

PROBLEM #5 - No final bill was provided. I feel as though I was overcharged and I asked for an itemized bill through email and phone to no avail.

PROBLEM #6 - Disrespect throughout the process. I was repeatedly lied to and threatened throughout the process. The most recent infraction coming from "Mark" when he told me that asking for any type of settlement was tantamount (my word, definitely not his) to blackmail. Blackmail is their policy that I get nothing in settlement for losses if I post any reviews online about their shortcomings.Desired Settlement: For the wasting of my time on the 28th (as well as that of others who were at my house to help with the delivery), the missing lamp, the repairs to the furniture, wall, and floor, and the over-billing (no itemized billing for final delivery and paying for a worker's bathroom break), I would like a $225 refund. All together, they have been paid almost $1,100. I would like this refund without condition. I would really like to put this entire episode behind me but, if I choose to explain what happened to me, in any forum, I would like to retain my full range of constitutional rights to express myself.

Business

Response:

Mr. E[redacted] we apologize for the shortcomings, unfortunately mechanical issues are unforeseen and out of our control. As expressed to you, our warehouse manager is doing a sweep to ensure that your lamp was not mixed in with someone elses belongings. If we cannot find the lamp we will provide you with a settlement form for the missing item. In regards to the damaged walls, the movers indicate that they advised you that the piece of furniture that you wanted upstairs could potentially cause damage as the space was too narrow. They indicated that you told them to go ahead and try it anyway, we most certainly understand your frustration however, when our staff is given a directive by our clients it is our policy to follow the directive. We will be sending you a settlement form for you to fill out completely and return to our office so that we may move forward with getting this squared away with you.Thank You,A&C Brothers Moving & Storage###-###-####

Consumer

Response:

This company has gone past 'pants on fire' and is steaming straight toward 'pathological' with their casual affiliation with the truth. Nobody ever told anyone in my house they couldn't move the couch upstairs. That sounds a bit more like employees trying to cover up for their screw up after-the-fact. Not to mention, this is the third time their organization has referenced sending a 'settlement form.' One has yet to materialize and my fear is that they'll low-ball me for having stated my problems to a higher authority. If they had warned us of the perils of moving the couch upstairs wouldn't someone (two people with advanced degrees or, perhaps, the 'professional' moving men) have taken steps to put blankets over the half-walls/railings out of which they took chunks of wall? Problems not addressed in their response include: the chipped tile and grout, the dresser I had to repair, the fact that they sent Christian out a second time (even though 'they try to accommodate customer requests' and I asked for him not to be at the delivery), not getting an itemized bill, et al. And, should it be acceptable that a firm with a set delivery date shirks its responsibility to deliver on that date without proper compensation? Why does an emergency (at best, failure to plan) on their part constitute a problem on my end? Waiting by the mail for several more weeks does not work for me. Every real company has the ability to scan and attach to email. I do not feel comfortable being left a victim to their continued procrastination. If they will not overnight (with tracking), or email, the document, why should I hang any hopes on this issue ever getting resolved? Thanks for your time and consideration!

Business

Response:

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 statingthat 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

We hired A&C Brothers to help us with a major move across town. We called several movers and the customer service A&C provided went way above and beyond anyone else that we dealt with. Theybmade sure to answer all my questions and we're clear on their pricing structure and services. On move day the 5 gentlemen that moved our home where careful and respectful of our belongings. They were professional and effecient. This company takes customer services to a higher level. I would greatly recommend A&C Brothers Moving to anyone looking ton have any type of major move.

Review: A&C Brothers Moving dropped my furniture and boxes, left a six drawer dresser standing on its end, dropped a glass tv stand while trying to wrap it, used foul language in front of my children and my dad, talked about my things in the hearing of my children saying our things were " [redacted] one worker was overheard by my children asking the other worker if he was going to apologize to me for breaking my manger scene, they moved like they had all the time in the world.

The lead worker told me towards 330pm on 7/3/15 he had told his boss he only had a few more boxes to go when he really had about thirteen more to go to try to save me money, when in reality he lied and he was trying to wrap me into his lie. At that point they were in a hurry to just get the truck offloaded they dropped another box it wasn't important that they take pride in their job. Their comments were just get the stuff on the ground and go. The remaining items they had to offload we had to take to the apartment.

I have never experienced such unprofessional behavior from a moving company before. I was in shock and exhausted from the experience. I feel my time and money are valuable and I hired A&C Brothers Moving company to do a job that was not completed fully and was done poorly and unprofessionally damaging my furniture and effects.

[redacted] at A&C Brothers Moving emailed me before the move was over offering to credit $20 if I would leave a glowing review on [redacted]. Later when I called him to tell him I was unsatisfied with the move that they were slow, had dropped things he offered to credit me $70 if I would leave a glowing review before the move was completed. I hadn't found out about the extent of the damage to my personal property or the unprofessional and disrespectful behavior of their workers.

Later I called and spoke to Art about the damage and the unprofessional disrespectful behavior of his staff, and that I and my children had moved load after load of boxes to try to get the move over with faster. It was as if I had moved myself. I was told he couldn't just cut my bill in half but that they could work with me on my bill. He never explained what work with me on my bill meant.Desired Settlement: I am desiring that I be refunded in full the amount I paid of $378.00 and that my dad Finley Pritchett be refunded for what he paid to them towards my move of $300.00.

Business

Response:

Our professional movers are trained and certified prior to going out into the field with our customers and handling their belongings. The movers we assigned to Ms. [redacted]’s job are professional, background checked and drug screened and in her original reviews regarding A&C Brothers Moving & Storage, she mentioned how “friendly” and “professional” the movers were. Our client had no problem or complaints with us until the bill was due at the end of the move, especially when we asked if there was anything else she wanted to add to the bill, we do this so the credit card will not have to be run twice in the event of a gratuity. We are not sure as to the “paying for a glowing review” statement means.This is when the customer’s father called our office, using profanities saying for what he helped his daughter with in terms of financially, we better refund her the total amount for the move because of damages which were not disclosed during by the customer during the move. Our Client knew going into this move exactly what our charges are per hour, she signed a Contract of Services agreement before we started the move. Our Client received what we promised.As per State law, our responsibility as a licensed, bonded and insured moving company is to offer the Client .060 per LBS per article. Our operations manager offered the Client $70 as a credit towards her bill, because we want to ensure the satisfaction of our customers. Our Client declined to accept this offer. [redacted]Director of Business DevelopmentA&C Brothers Moving & Storage, Inc.

Consumer

Response:

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,

Business

Response:

We apologize for the customer's perception of this matter. We welcome her feedback and upon her contacting our office, she will be provided the claim forms which she will be required to send back to our office, once completed. We are happy to work with the customer, she will need to contact our office to offer a possible discount.A&C Brothers Moving & Storage