All American Delivery

Thanks for taking the time to review our company Amy - we appreciate it!

Thank you so much *** for your kind words - we appreciate your review!

Thanks for taking the time to review our company *** - we appreciate it!

All American did indeed install the base to the sideboard in question, with the original hardware supplied with the base. When we went back to the customer's home to inspect the damage and installation - it was determined that all flat washers, lock washers and original screws were used. In addition to the fact that all washers were used, the base in question is metal - so even if our team "over-torqued" the screws, the metal base would not allow for the screws to embed deeper than designed in to the unit. It is our position that this is a manufacturers issue - that the screws that were sent in the hardware package were too long and therefore penetrated through the bottom of the furniture piece. It is not reasonable to expect our installers to measure screws when installing manufacturer supplied hardware. We are very sorry about this incident, but our team handled this installation as expected and contracted, and cannot take liability for what we have determined is a manufacturer/shipping/packaging error.

Would you please send us the installation schematics for this piece

Thank you *** for taking time out of your busy day to submit a review on our company - we truly appreciate it, and appreciate your business!

Thank you, ***, for taking the time to review our company - we sincerely appreciate it!

Thank you so much *** for the kind words, and for taking the time out of your busy day to submit this review- WE APPRECIATE IT!

Thank you for your kind words *** - we appreciate it!

Mr., we are sorry that you were not satisfied with your delivery experience. While we always try to be as flexible as possible when it comes to scheduling our delivery windows and adjusting to unanticipated events, it is not unreasonable for us to expect that someone will be home, or at least close by, during the mutually agreed upon time. Unfortunately when our delivery team showed up to your home at 3pm, you were not there. In fact, they waited approximately 40 minutes for you to show up, after which point they had made the decision to leave and wrap up their day, which started at 6:30am. We do not agree with the timeline or some of the claims you have set forth in your review. We have therefore laid out the timeline that clearly shows our team did provide the service that was promised, and contradicts most of your claims. That timeline may be seen at the following link...
***-***
Again, we are sorry that you were not satisfied with our attempts at your delivery

I would like to apologize for the length of time it took to address this situation. Due to the fact I have new management on site in this location, I needed to review the circumstances of the delivery prior to accepting responsibility. I discussed this delivery with the team this morning, and have contacted the repair company we utilize to reach out to you to schedule a time to come and begin repairs.

During the initial discussion I did indicate that if our driver was responsible that we would certainly take ownership and pay for the damage. However, during my follow up investigation I found several discrepancies that call into question whether the damage was caused by our driver.

1. I discussed this situation with the driver and he stated that at no time did he hit the van. He pulled straight out of the driveway, and was looking in his side mirror as he pulled out to make sure nothing happened.

2. The pictures that I received from the police report do not match up with damage that would have been caused by a truck of the size that we use. If our driver would have hit the van, the van would have sustained much more significant damage than it appears to from those pictures.

3. There were multiple different levels and depths of damage, the portion of the truck that would have hit the van is a straight line, and would have been unable to inflict damage on the back door without ripping off the bumper (which appears to have sustained relatively minor damage).

4. I also took the time to examine the truck that was used on this delivery, and was unable to see any scratches or paint on the back frame area from their vehicle.

5. According to my conversation with the owner of the van, the damage was not discovered until Saturday afternoon after 1pm. This is approximately 16 hours at a minumum after the delivery team left the property. This appears to be a quiet residential neighborhood, and at 9pm the noise from any type of accident like this should have been clearly heard. Nobody reported hearing or seeing anything until the owner discovered the damage the next afternoon and reported it to the police.

Taking all of this into consideration, I do not feel that All American Moving Storage and Delivery is responsible for the damage sustained to the vehicle. I am willing to go to the house on Tuesday July 24th in the evening to examine the driveway and surrounding area, and allow the owner to present to me any facts they have that refute the evidence I have uncovered here. If the information they have supersedes what I have found, I would be willing to discuss any potential liability on the part of AAMSD at that time.

Mr. - I will need to get with *** to discuss the details of this issue. In the meantime, would you please forward all receipts for repairs for the damages incurred?

Thank you,

D

All American responses in blue...

I asked this company(AAM) to provide moving services for our family in early september. I had 2 other companies provide me with similar quotes for total time for move and number of movers and trucks to be provided. AAM quoted me 6-8 hrs w/ 4 men and 2 trucks. their price was around ~1700 dollars for this time frame. This was about 40% less than other companies. Typically moving companies are relatively close in estimates when comparing apples to apples. This being the case, an estimate so much lower than others received would indicate a miscommunication ie: something either was not covered or not seen. This was a Non-Binding estimate which states that “If this estimate is accepted, the cost may exceed, or be less than, the amount contained in this estimate. Actual charges will be based upon services provided.” As well as “customer may be liable for any additional charges for any additional goods or services not specified in the Non-Binding estimate.” This was signed and initialed by Mr. on 8/25/2017. Please see attachment #1 Arrival was to be b/w 9-10 AM on a friday. movers arrived at 1005(the contract said they were to begin at 930). My wife and I walked thru the house pointing out items to be moved, just as we had done with their sales rep, Nathan. No issues raised. packing commenced. Mr. states that he and his wife did a walk thru with the movers pointing out what was to be moved without issue. In fact, the movers had the inventory of what was to be moved as provided by Mr. to the Relocation Consultant (Nathan) at the time of estimate. The ***’s were informed that there were discrepancies in the inventory and there were items added to the inventory. The ***’s were presented with a copy of the inventory and asked to sign that the inventory was inaccurate. The ***s refused to sign the inventory. (Signing the inventory as either accurate or inaccurate by the customer is policy that we have on every move.) Please see attachment #2. My wife and our 2 boys, 22 months and 10 y/o, went to new house, which was 15 minutes away and waited. Mr. states that Mrs. went to the other home to wait on movers. In fact, Mrs. was there for the 1st part of the move itself as Mrs. had expressed she wanted and expected all of their belongings to be cocoon-wrapped and not mover-wrapped. The difference being a cocoon-wrap is typically used in a store (new) furniture delivery and in some interstate moves, mover-wrapped is a looser, faster wrap that is used in both intrastate and local moves. The difference in time of these wraps can be 10 to 15 min for a cocoon-wrap vs. a 2 to 5 min wrap for mover-wrap. Also, when we arrived at the origin address Mrs. informed the movers that they could not use the most direct route to the truck, which was through the garage. Instead, they had to use the front door and sidewalk (and could not cut through the grass either). Mr. states that this only added about 10 strides. During the moving process a mover’s stride goes from 2.5 to 3 feet when not carrying anything, to about 18 inches when they are carrying furniture. This equates to over 10,000 extra steps, or over 5 miles. This would add a considerable amount of time to any estimate. Mr. states that the movers used the shortest route without regard. The movers however did not use the direct route through the garage until after a conversation was had with Mrs. informing her that the route we were taking at her behest was increasing the time and cost of the estimate. That took place around 2:30 PM approximately 4 and ½ hours into the move. As of (PM on friday the trucks were not completely packed and I told movers they need to stop because my 2 boys beds were on their trucks and they needed beds to sleep in tonight. The head mover called his "supervisor" and said they could close up the trucks and head over to new house BUT 1. they would not come back tomrrow to move the rest of our things(they left behind our washer/dryer and refrigerator) and 2. I had to call their company the next week to arrange a new time to move remaining appliances and pieces. Mr. asked us to stop loading the trucks. The movers were instructed by management to let the ***s know that we would not be able to return the next day due to prior customer commitments and that they would need to call the office on Monday to make arrangements to have the remainder of their belongings moved to their destination address. We also state in point #13 of our move contract that no small children are permitted on job site for a variety of obvious and not so obvious reasons. They arrived to new house at 10 PM. My 22 month old went to bed at 1130 PM, once they assembled his crib and my 10 y/o went to bed at 3AM, once his bed was moved into house. They finished by 4AM on saturday, by which time I myself was unloading boxes from the truck and unwrapping the packing blankets from the furniture. They broke 2 pieces of furniture. At the old house, prior to any packing, We asked the movers how they would keep track of the pegs on our adjustable shelves and they reassured us they "would not lose them". By the end of the move they had lost at least 30 of them. I had 3 sets of shelves that are now unusable because they lost the pegs/dowels. By the end of the night I was told by the head mover that this was NEVER A ONE-DAY job for this company. He said this should have been a 2 day job. The night of the move I left an email and voice mail with Nathan. I called him again numerous times, leaving messages. He never returned any of these. I finally got ahold of his manager, John, monday afternoon. While we do move clients on Saturdays, our sales and management staff is limited on weekends. On Monday we became aware that Mr. had called our office and left messages over the weekend, however he was provided with an “emergency contact cell phone number” at the very top right of his estimate for situations such as these. We are not aware of him ever calling this number. Messages left at the office are returned by the next business day, which in this case would have been Monday. He told me I was being irrational and called me a liar. He refused to give me any information on monday and told me he had to assess the situation and would get back to me by noon on Tuesday. I asked how this wasn't a priority for him as our move wasn't completed. He told me "All our customers are a priority", yet it took me numerous phone calls and email to get a hold of someone and it was my responsibility to call and arrange a new date to move remaining times. on Tuesday John told me to get the rest of our things moved it would total around 4700$. Mr., being upset, demanded that we come out right away and move the remainder of his belongings. Mr. was told that at that time by John T that we could schedule a time in the next several days (again due to prior customer commitments) to pick up the remainder of his items. John also informed Mr. at that time that would raise the cost of his move from $4,125.00 to $4,700.00. Mr.’s estimate was a Non-Binding time and material estimate. Mr. states that John called him a liar and irrational. What was actually said by John was that the accounts of the events of the estimate and the move were not matching and that both parties, John and Mr., were going to need to rationally converse to resolve the situation. John then informed Mr. that he was going to have to talk to all the parties involved ie: Relocation Consultant, Movers, and the ***s to assess what had transpired so that we could arrive at an amicable plan/resolution. Mr. was uncooperative and refused. I spent that week doing laundry at our old house, making multiple trips along with using our refrigerator at the old house. I had to hire another moving company, which was about 450$ to move the remaining items. I told John that I refused to pay him any more for the dishonest service the company provided us. 2 wks later I received my credit card bill and AAM had charged the full price($4,125) to my VISA, without approval by me. I had already paid them a $500 deposit at time of booking. So the total they charged me was 4.625. Their invoice states 17.75 hrs worked. they charge $39/hr/man(4 men for this job) and $32/hr/truck(they had 2 trucks) along with a $220 one-time travel charge. As for the Charges to the ***’s credit card, upon the ***’s accepting the Move Estimate (Attachment #1), they received our standard email introducing them to our credit card link and explaining step by step what needed to be done to complete the verification process. They were told in the instructions that they needed to pre-authorize $1.00 to hold the move on the schedule. Instead they themselves pre-authorized the card for $500.00, not us. AAMSD does not ask for, or require a down payment for moving. A pre-authorization is a verifying process that tells us if the funds are available or not. It is not a charge. Now to address the actual charge, John did inform Mr. that his credit card was going to be charged $4,125.00 for the time and materials for which Mr. agreed to as per the signed estimate and the signed Bill Of Lading presented to him on moving day. (Please see Attachment #3) NOT ONLY HAVE THEY OVER CHARGED ME BUT THEY WERE DECEITFUL IN THEIR SALES PRACTICE OF PROVIDING US WITH A LOW BALL ESTIMATE TO GAIN OUR BUSINESS AND THEN IN NO WAY WERE THEY EVEN CLOSE TO THE TIME FRAME THEY PROVIDED. THE GOOD OLD BAIT AND SWITCH. Why would I as a customer choose a company that would take 18 hrs to provide a service when I could hire another company to do it in half the time, or better. Very sleazy/slimy way to practice business. When John called me back his assessment told him that our inventory had changed. " You added a couple of areas rugs and some outdoor furniture". Despite multiple requests from me they have never provided me with the inventory list that Nathan generated during his walkthru of our house with my wife and I. But this added 10 hrs to move? When I asked this, he then told me that we made his movers walk the long route out the front door and sidewalk and didn't allow them to use the short route(which is only about 10 strides different in length). But this wasn't even true as his movers were using the short route frequently enough that we asked them to pad the doorways in this area. Nathan actually came on site during the move and noted this. We bought the movers lunch and dinner that day and also gave each one $40 each extra, as we felt bad for the extremely long day they had. Hiring moving companies is supposed to help alleviate the stress of moving for families but for us they magnified it 1000 times. THIS COMPANY USED NUMEROUS LIES THRU THE PROCESS TO MISLEAD US AND PROVIDE US A SERVICE THAT DID NOT COME CLOSE TO WHAT WE WERE PROMISED. I am not sure how the columbus board of realtors names them as a preferred provider. We will never use them again and will pass our experience on to anyone that may consider using them in the future.

Desired Settlement: They have overcharged me $500. Please note we have addressed this issue above. We did not overcharge by $500 – that was a pre-authorization executed by the ***’s and was not a charge to their card. We also had to spend another ~$450 dollars to have another moving company move remaining items that were originally on AAM's inventory, as discussed with Nathan. But we feel that they were deceitful in the figures and had a crew that confirmed this company lied about the estimate. Based on the undisclosed conditions imposed by the ***’s to perform the move – not being allowed to take the obvious, shortest distance to the truck, having to cocoon-wrap all of their furniture, not disclosing at the time of estimate all of the furniture they were expecting us to move, our movers were correct. It WAS a 2 day move. Unfortunately our estimate was based on normal moving conditions and less furniture presented to us at time of estimate. We feel we should not have to pay this company anything due to the extreme stress they put my family thru for that 18 hr period and the difficulties the following week of having our washer and dryer at the other house along with our refrigerator. We are truly sorry that the ***’s had a poor moving experience, but do not believe we are to burden all of the blame here. We are certainly willing (and obligated) to repair or compensate the ***’s for any damaged furniture, and would even be willing to provide some financial concession, however nothing remotely close to a “no charge” move. Based on Mr.’s statement that our estimate was 40% less than the others, that would put a realistic total at $3,000.00. This figure is based on the assumption that furniture would be mover-wrapped and that the moving crew would be able to utilize the shortest distance from the home to the truck. We believe that would easily add the additional $1,125 that was assessed, however we would be willing to split that difference and provide a $560.00 conciliatory concession.