A&C Brothers Moving & Storage

I hired this moving company to move my belongings from my apartment to my new home on September 25th 2015.

The move was fraught with complication from the first moment. They arrived two hours late. Upon arrival the paperwork they asked me to sign did not match their quoted price as agreed before my move date. They explained that they never include supplies in any moving quote, so the quote of $1200 for my full move did not include supplies. I would have to buy those separately either from them or anywhere else. With them being two hours late and my lease up the following day this left me with little choice. They started my move saying they would limit to the supplies included.

They ran out of supplies halfway through. Under duress I asked that they bring more supplies. The manager never brought them. We packed my stuff in garbage bags from under my sink, and finally just put stuff unwrapped on the truck.

The manager showed up an hour after we had started doing this, with no supplies. After a very heated discussion, he left. He explained that he would give me the needed supplies for half price if I would sign a form stating that I would not post anything online disparaging the company. I posted a copy of that form on Yelp, and they removed it. I have it hosted on my own site as well: [redacted]l

I ended up finally getting them to honor the original quote only after the police were called and it became apparent that they would not be allowed to hold my belongings on their truck until I paid in full. I purchased bottled water and pizza for the movers, as the company supplied neither of these, and the movers were working for hours in 90 degree temperatures. I tipped two of the movers $200 for remaining after my move was completed (my stuff mostly dumped in my garage) to help me at least get the bigger pieces of furniture in place.

Forward to today:

With the stress and confusion of that move things have been being unpacked for months. Boxes from my son's room are still not fully unpacked. I got a voicemail on my phone from a gentleman asking if I had lost an iPad. We had not seen my son's [redacted] since the day of the move. The gentleman said [redacted]f our house. I work from home. The only time that iPad could have been removed was by those movers. I filed a police report about this incident, it is with [redacted]. They recommended contacting the Revdex.com to alert other consumers about the fraudulent tactics and theft by this company.

Review: Company was 2 hours late and when all packing was done I was missing 3 new football hats valued at over $75.00. I contacted the owner Al Lopez by email, to make him aware he had one or two employees had not delivered these items. He has ignored that email.Desired Settlement: Have company deliver my missing items or replace.

Business

Response:

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

Review: My husband and I were seeking for assistance on our move from Mesa to San Tan Valley. I had contacted and spoke with Art of A&C regarding their business services and that A&C was a 4-generation, family-owned moving business and are part of the Revdex.com. I was impressed by this and told Art I was interested in hiring A&C. He informed me that a $50 deposit was necessary. With this, on 3/13/15, a $50 transaction was deducted by A&C from my credit card. On or about 3/28/15, I texted Art requesting a copy of their certification or proof of membership with the Revdex.com. He responds, "you mean a copy of the COI?"; I then responded that I'd like to receive a copy of each and that it can be sent to my email. His response, "no problem will get that over to you". Between that time and up til 3/30/15, I looked up A&C with the Revdex.com and saw that Revdex.com had no record of this company. Also, I never received a copy of either documents originally requested. I then texted Art requesting cancellation of our move and that my initial deposit of $50 be refunded. I then receive a call from [redacted], who asked why I was cancelling. I informed him that I didn't see that A&C was part of the Revdex.com. He responded that they were not able to submit their paperwork on time and therefore, are not yet a member (however, please note that their membership became active on 5/15/15). I noticed no refund on my account and again on 4/3/15, I texted Art, "please refund $50 to my account. Thanks". No response or call. On 4/27/15, I again sent a text, "to date, I have not yet received my refund after previous requests. Please call me as soon as possible with a time/date of refund; otherwise, expect further action. Thank you". Within a few minutes, [redacted] responds with a phone call. He apologizes and makes the excuse that the company was changing over bookkeepers. He confirms my new address and says that the check will be in the mail within the week. It's now June 16th of my writing this complaint and to date, I have not received my $50 refund. With this experience, I would neither recommend nor look to do business at all with this so-called "4-generation, family-owned and Revdex.com member" company.Desired Settlement: I am requesting a full refund of my initial deposit of $50 and a receipt of which by June 30th and no later.

Business

Response:

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

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.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]

Business

Response:

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

Review: We hired A&C movers to move us from [redacted] to [redacted] on 2-6-2016. Nicole (me) spoke to Art L[redacted] on the initial return call, after a message was left. Art informed me that his moving price was 139.00 an hour for 4 men and a truck. I told him most of the house was boxed and ready to go and we would be moving from 3400 square feet to 2100 square feet. He said it would take approximately 6 hours. I was also told everything was included in the 139.00 hourly, including 7 wardrobe boxes, that later he wanted $15.00 a piece for. I asked him if there was any additional charges and he said no! Everything was included. The only charge at the time was a $50.00 deposit to book the move. Art informed me they moved all items at no additional charge. He told me he was fully insured and our flat screen, trophy case and stainless s[redacted] refrigerator were covered at full replacement value. When his movers arrived, on the 6th, I was handed a contract that counterdicted everything Art L[redacted] verbally told me when I booked the move. I signed the contract and noted on the paragraphs what was agreed verbally on the phone. The movers were unorganized and tossed our stuff around like it was made of rubber. They took stuff in and out of the truck trying to fit everything in one load. They stacked several boxes on boxes marked breakable. They left several items in each room. When they unloaded they threw and dropped many of the breakable boxes, they stepped on shelves that belonged in some of the furniture. They broke several sentimental items that had been through 12 prior moves with no incidents. They threw several of our holiday décor in a pile in our garage with metal bedframes crushing ornaments. They charged my husbands credit card in advance prior to unloading estimating their completion time. They lied about their lunch and departure time and only refunded a portion of it. They tried to sneak in extra charges that Art said were included. They scratched some of our furniture.Desired Settlement: A & C Brothers movers are a clear example of a bait and switch company. They misrepresented their services, they overcharged and charged for services not completed. They demolished personal sentimental items that can never be replaced, these same items have been moved over 13 times in the last 23 years, by other companies with no incidents. We are extremely upset over A&C Brothers moving's performance and their total disregard for our property. At this time we want a full refund for this move. They did not provide the service we over paid for nor at the cost estimated. They demolished several non replaceable items. They also scratched several pieces of our furniture. When I called a few things to the lead movers attention, on site, he was argumentative and flat out disrespectful. We don't mind paying for services but we do expect to get what we pay for and A&C movers did not perform their part of the agreement as promised!!

Business

Response:

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

Consumer

Response:

Art, Neither my husband nor I ever signed off on the final delivery of our items. Our stuff was packed properly as shown in the pictures we sent you. The boxes were smashed on the corners and top, resulting in the broken items. The boxes were in perfect condition when your movers packed them from the first house. If they were not its your job to call that to our attention or note it on our paperwork for you to avoid liability. The broken and scratched items were barely opened from the bubble wrap they were packed in. I called your lead mover Sunday night and expressed my concern for the condition of some of our stuff and the over charge, and again called you the next day. You had many excuses why you took days to return our call. You and your lead man were on the phone when we were forced to sign the credit card charge or you refused to unpack our items. We were also told that an estimated end time was charged along with extra charges you failed tell us before signing. You and your lead man agreed if the charges were in excess of the time spend you would credit us back. You put us off and called me a liar when I told you your men did not work the time charged. Your men also stood around and did nothing while you charged us for those charges. I watched your movers bounce down our stairs totes full of trophies that were wrapped excessively in bubble wrap. As was all of our breakable items. NOT NEWSPAPER as your movers would have used. You are responsible for all the damages done to our items and the over charge you charged to our card, that was more then the credit you refunded us. You lied and your movers damaged our stuff. Your scammers and should be put out of business. At this time we still request a full refund!!

Business

Response:

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###-###-####

Completely unprofessional crew who were rough with my belongings and walls. Left equipment at my property then called me at 6:30AM on a weekend to retrieve. Follow up from office regarding damageed items spotty at best. Can't in good conscience recommend this company based on my experience.

Horrible, a nightmare. Warning!!!! I hired them for a simple move from 85208 to. 85207. Their 2 workers showed up and started loading the truck, moving like a bar out of [redacted]. Not taking care of my belongings. My husband finally had to tell them just move certain things and leave the rest. When they arrived to unload they banged doorways and slung my belongings around. Were not very careful at all. I may not have the best of furniture but it is mine. Pieces were broken off of items. On my husband's oak dresser 3 of the drawers were broken, the door was tweaked so it wouldn't close and the bottom drawer was shoved in so we had to pry it out. I called and explained what happened, was told that someone can come out and fix it but I told them that my husband hassled with it until it was decent, they them told my "then why are you calling us for". No concern whatever for their customers. I will never do any business with this company again and will let everyone I know NOT to do business with them.

Review: Mover disassemble the refrigerator to fit through door. The fridge was placed in storage unit, packed by mover until we moved to our permanent home 6-8 months lare. We went to get the refrigerator out of storage, we notice that the Fridge had several dings and scratches and the doors. Screws fom fridge were also missing. Fridge was brand new when bought.Desired Settlement: Repair / replacement

Business

Response:

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[redacted]

Consumer

Response:

I would like to clarify why we did not want them to reassemble the refridgerator.The movers did not heed our warnings to take off the doors or measure the exists. Instead, they got and running start and tried to force the refrigerator through the narrow space between the cabinets and the kitchen island. During this process. We have over 6 scratches to the sides and two noticeably large dents to the refrigerator doors.They also cut the water line to the ice dispenser in the door as they claimed to have never moved a refrigerator before and did not know to simply depress the connector. We knew we would need to repair the damage before reassembling the fridge.This moving company claimed to have experienced movers who knew how to move a fridge. This was obviously not the case.They also scratched and chipped our dressers and caused irreparable damage to our marble top furniture.

Business

Response:

We apologize for the damage of caused to the waterline and as previously mentioned we do not have any record of any complaints and or issues from this relocation services. This is the first time that we hear about this, it has now been over six monthssince this relocation service occurred. I am not understanding why you waited 6 months to report this damage, this is unclear to us. We also provide a quality call 2 hours into the move and we show not record of dissatisfaction with our movers performance at that time. In the contractual service agreement it clearly states that we are not plumbers or electrical experts, meaning we do not disconnect or reconnect any appliances. As mentioned in the previous correspondence our claim department has sent out a claim packet for you to fill out completely and return back. Once we receive the packet completely filled out we will be able to settle your claim. Sincerely, A&C Brothers Moving & Storage[redacted]

Review: A & C brothers moving and storage was arranged to assist with my move on October 1st 2015. They called the night prior and confirmed the appointment. I had asked them how many hours were paid for. The gentleman named Art stated that we were covered for 6 hours. Then I asked if its done sooner what would transpire and he said that a credit would then be due for the customer and a check should be mailed out within 7-10 days. The following day my sons and myself helped the movers and managed to complete the job in exactly 3 hours. To this day of this complaint I have yet to receive any check.

Instead what has been taking place is that the quote from A & C has been changing over and over again. They have a link that was sent to my email to confirm the appointment that updates whenever the form is changed. The original quote had been for 312.00 dollars for 3 guys at rate of 104.00 per hour for 2 hours and a travel fee of 104.00. The day of move they sent out rather 4 guys which their fee is then at 149.00 an hour. I did sign the form confirming there were 4 guys present. So 4 guys at the rate of 149 times 3 hours plus the 104 travel fee totals 551 dollars plus supplies which was no more than 3 rolls of tape at 3.00 each equaling 9 dollars totals 560.00. Nothing else as far as supplies had been used.

The movers had been sent a check for 830.00 in advance for the appointment of October 1st. Therefore leaving a remainder of 270.00 that should have been sent in 7-10 business days. Weeks went by and no postal. I then referred to the emails to contact and ask when is the ETA. To my surprise the link to the job form sent you to a different estimate. This new estimate raised the travel fee to 149 and included a total of ten rolls of tape and shrink wrap which again was not used. The movers advised that tape would be better to use. This then left a remainder of 188.00 instead of the 270.

Meanwhile I screenshot every changed estimate for my records and can provide them upon request. Also when attempting to contact their office I would get placed on hold, hung up on, lied to stating I had wrong number, etc. I emailed the company expressing my concern and kept trying to call but continued getting the run around. At last the estimate was changed yet once more during the week of Thanksgiving which is odd that the cost is now added with an additional half hour of work at 149.00 equals to 75 more dollars reduced from credit now leaving a remainder of a hundred dollars and still no check is been mailed. The order is closed as completed at this last adjustment almost a month after the service was done and not sent within 7-10 days as told.Desired Settlement: The 270 dollar refund before their constant tampering to the bill over 3 weeks after the job had been completed.

Business

Response:

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[redacted]

Consumer

Response:

This is not the first I have called multiple times and have sent multiple emails which I have saved. I have copies also of all the changes you kept making to the estimate. Originally the estimate was for 312.00 for 3 guys for 2 hours. The rate changed from 104 to 149 with the addition of another guy plus another hour and the initial travel fee was also 104 not 149. Supplies used was only tape rolls no shrink wrap. I was asking about using shrink wrap and the driver advised tape was better. The truck literally traveled 100 yards down the road. With my son's help and myself I signed the agreement which was completed in exactly 3 hours. The movers were helpful and courteous. Its the Salesman trying to get one over on veteran who was getting emergency relief. The credit was to be mailed to the customer which is myself within 7-10 days but according to your constant modifying of the charges had yet to mail anything as of the last price hike made on Nov 24th which is stated clearly on your own form producing software. So why till over 3 weeks after the job was completed was the price still going up. This is due to the obvious attempt to keep as much of the amount you could. No check was or has been sent. I have contacted the MERF office and nothing was sent to them either.The actual charges should have been : the travel fee 104 3rolls of tape 9 4 guys for 3 hours at 149 total = 560. You instead changed rates to first have a credit of 188. Then changed again by adding another half an hour and changing travel fee. I seen other similar complaints made by other customers and believe them. Again your movers were not the problem it's your crook salesmen. This is not how to conduct a business by being dishonest with your customers. For shame.

Business

Response:

Sir, we do apologize about the miscommunication that you are having regarding our services. However, the contract that we have signed by you indicates the hourly rate of $149.00 plus a one time trip fee of $149.00 I can send you a copy of the signed contract as we keep the original on file, now there was a credit sent back to the payer of the move. If would like we can contact the payer and ask if they would like for us to cancel the check andsend it to you instead. However our policy is that refunds go back to the payer of the service, in this case the payer was not you. Please contact our office if you would like for us to speak with someone directly from the office that providedpayment for the moving service. Thank You, [redacted]

Review: This company demanded I pay an extra $402.90 to unload my furniture from their truck to my new house on 3-1-16. I reluctantly paid. The next day I noticed they ran the card for that amount twice. I called Art on 3-2-16 and he said that it was a mistake and he would refund the money to my account. He didn't do that so I called my bank on 3-3-16 and the reversed the second transaction. This morning ( 3-4-16 ) I see that the $402.90 was taken out of my account again. They are clearly dishonest people. I will call my bank when they open but this is putting a stain on my finances. They also over charged me, did not deliver all of furniture, broke my furniture and never finished the job.Desired Settlement: Refund the over charge. replace the table the destroyed, deliver the rest of my furniture and tools the took.

Business

Response:

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

Consumer

Response:

[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,

Review: The moving company quoted me a price of$79 an hour plus a $79 trip fee and said it would take 31/2 hours to move. It actually took them 2 days and cost me $1300.00. They moved and damaged a lot of my antique and other furniture. When I confronted the mover he said yay that happens. They never moved my appliances. At the end of the day of the move they told me they could not move my appliances because they were hooked up. No one ever told me I had to unhook them. They offered to move them for free on several days the week of the 22nd but never showed up. Today they called me and told me I lied to them about the appliances being unhooked. They said they have a recoding of me done without my consent saying I told them the appliance's were unhooked when they weren't. I asked to hear it and they said I could but never let me. Now they want to charge me $237 to move them because they question my integrity. I sent them pictures of the damaged furniture and they never responded. One mover was on personal phone calls much of the time he was on the clock, he called me a hoarer which I am not, He picked up my loaded, took it out of the holster an held it up. He also had me take him to get his check cashed while on the clock. They were very unprofessional deceiving and destructive.Desired Settlement: A refund to cover all of their mistakes.

Business

Response:

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].

Review: they damaged several items in the move, have contacted them, they told me would send investigator which turns out to be the movers who did damage to take pictures, they never showed up.....several items were destroyed due to their carelessness, they need to pay for the loss of these items as well as to fix what can be fixed or replace items, the workers were careless with our items even ones that were covered with thier blankets got damagedDesired Settlement: I want items replaced,fixed or refunded full amount of moving cost

Business

Response:

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

Consumer

Response:

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

Business

Response:

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