All In One Moving and Storage, Inc.

In Regards to any damages or missing items, we have a claim department that handles that, Ms. [redacted] has been emailed the paperwork to get the procedure started. She was recently sent an email informing her that one of her missing items has been found, We are currently and have been continuing to...

try to locate the other missing item. She will receive an update this week ,If no other items are found, she will have the option to move foward with the claims process.

I wanted to add that I have two children in the household ages 2 and 9 so itis critical that we get our bed and belongings on the 23rd .Thanks

this was the worst experience in moving I have ever experience. I gave them a pick up date to get my belongings out of my storage unit and start delivery(long distance). 3 days later I called to see where they were on the route and was told my things had not left because they were waiting for me to give them a date!, which I had already given them on day of pick up from storage. My things arrived a week later, after being given 3 different time frames for delivery, they arrived at 8:45 pm, almost 3 hrs after the time frame that was given. truck drivers were inexperienced in driving a tractor trailer they could not get the truck into my complex, which after giving one of the drivers a tour to see if the truck would fit, and he agreed, they couldn't do it. they wanted to charge me to get a U haul to unload their trailer to bring my things to my apt. They finally figured out how to get the truck in the next morning. some things were missing, furniture was damaged. And to think I got them from [redacted] and they had a B+ rating from Revdex.com.

CompanyRespond to Revdex.com Case # [redacted] – [redacted]  January 16, 2015 Revdex.com Serving New Jersey.1262 Whitehorse Hamilton Square Road,Building A, Suite 202Hamilton, NJ 08690  Phone: (609) 588-0808 Fax: (609) 588-0546Email: [email protected] Re: Revdex.com CASE ID #: [redacted] – [redacted] Dear Revdex.com,  As previouslyexplained, please understand we are more than willing to resolve thiscustomer’s complaints against our company. To ensure customer satisfaction we simplyasked the customer to cooperate by providing supporting information in orderfor us to validate their claims. It is critical that this information isprovided to ensure a fair investigation and resolution for both the customer aswell as the company. Due to thecustomer’s apparent inability and failure to comply with our basic validationprocess, we were unable to formally investigate this matter. Sequentiallyunable to offer a suitable resolution.  However, wetruly value our customers and take any complaints very seriously. In the futureshould the customer ultimately decide to comply and provide the previouslyrequested basic, necessary and required documents to validate a transactionwith the company, we will thoroughly investigate their claims immediately, inhopes of seeking resolution.  In order tomaintain our high level of customer satisfaction, All In One Moving and Storage is willing to compensate you $50.00 in good faith for anyinconvenience that may have occurred during the process of your move.   Upon yoursignature and return of this letter, a settlement check will be forwarded toyou at the address above. Kindly acceptour apologies for any inconvenience and we wish you the best in your newlocation! Very Truly, Customer Service Dept.

Hi, It appears the very mention of your organization is enough to get businesses moving.  I received the chairs this afternoon.  This resolves my complaint and there is nothing further needed from them.  IF you need anything further from me, just let me know.  Thank...

you.

In response to Mr. [redacted]s concerns about items lost, if items are lost or damaged, the correct actions must be taken.  Our claims process is very detailed, as there are specifics that need to be addressed to provide any compensation for items lost or damaged.  If Mr. [redacted] would...

like to put it in a claim he would have to complete the claims packet.  We cannot honor his request of $1,000.00 as he has not completed the claims process.  If Mr. [redacted] would like to complete the process of filing a claim, we will be more than happy to provide the compensation owed to him based on the liability that was provided.

Tell us why here...Our inventory list shows that our crew never picked up or packed up a television from the customers home. Yes we did leave her home with several boxes but  there was never a television packed inside any of those boxes and we have the inventory list to prove that , please see the attached is the inventory list.

In response to complaint # [redacted], Mr. [redacted] just like all of our customers are sent an order for service for their review prior to the move. In that packet it explains our coverage as well as the option to purchase additional insurance.  On move day Mr. [redacted] goods didn’t all fit in our...

truck , As a reputable moving company , we went out the next day to MA to pick up the rest of the goods free of charge. The first half of his shipment was delivered to FL, We explained that our deliveries are made in our tractor trailers and if there is no access for our trailers , the driver would have to rent a smaller truck to then switch the goods from the trailer to the truck then deliver to the customer. This service is called the shuttle service , the fee varies based on the size of the shipment. This information is provided to the customer before delivery. Mr. [redacted] did not have trailer access and was not willing to pay the shuttle fee. We decided to waive the shuttle fee to try to maintain customer satisfaction. Upon the arrival of the second delivery,it was the same issue with the trailer access which Mr. [redacted] had already been aware of . Mr. [redacted] refused again to pay the shuttle charge , we explained we waived the charge the first time to avoid any further issues but cannot waive the fee a 2nd time as the 2nd shipment was larger than the first. After some time and several phone calls, he finally agreed to pay the shuttle fee. He called a few days after delivery to inform he had damages. He was mailed a claims form to file a claim .

Complaint: [redacted]
I am rejecting this response because:
Although the representative from All-In-One claims the company prides themselves on making sure their customers are satisfied, their actions do not reflect this sentiment in the slightest. Upon reading their response, the only appropriate phrase the comes to mind is "actions speak louder than words." As I have already stated in my previous responses, when my items were being stored at the warehouse in ** it was impossible to get ANY information about the status of my shipment (e.g., when the next truck would be arriving to begin another cross-country trip, how many orders needed to be shipped before mine could leave the warehouse). There were points that I was literally on the phone begging one of the employees (Pam) to give me ANY information that she could. In response to my requests, I was simply told that they "didn't know" where their trucks were or when they'd be coming back. How does this type of response constitute acceptable customer service? Does the company, which has a dispatch department, simply not communicate with their drivers or try to determine the location of their assets? I find this highly unlikely. Furthermore, when I was guaranteed that it would be "one week maximum until delivery," which we have established did not happen, I was at one point told that they didn't even know where their driver was. If this was due to mechanical issues with the truck, then I would assume this problem would be communicated with individuals at All-In-One in New Jersey. This makes me wonder why a customer service representative didn't communicate the situation with me. I am entirely understanding that some unfortunate circumstances are an unavoidable part of business and cannot be controlled, BUT All-In-One did not even try to provide me with an explanation for the delays. Instead, the customer service representatives simply responded to my inquiries with indifference and dishonesty. Such behavior does not constitute "good" or even "acceptable" customer service! I still feel that I am owed significantly more than the $75 dollars being offered as compensation by All-In-One because they did not uphold their end of the contract nor did they try to communicate the reason for this with me. If they had utilized their communication skills, it is unlikely that I would have contacted the Revdex.com even though I have suffered financially as a direct result of their business practices. In my opinion, honesty is ALWAYS the best policy, especially when dealing with a paying customer. During every step of the moving process, I had the right to know the status of my shipment and be given truthful answers. Despite the fact that All-In-One claims to want to satisfy their customers, my experiences with this company undoubtedly prove otherwise.
Regards,
[redacted]

We apologize our response to this complaint did not satisfy [redacted], however our response remains factual and consistent.  Miss [redacted] is correct that she did receive a binding estimate, based on 136 items.  However, at the time of the pick-up on 6/26/15 there were 226 items, an additional 90 items then what was shown to Sam on 4/23/15, when the visual was provided.  In the Order for Service that Miss [redacted] electronically signed, under the section entitled "Understanding Your Quote" The last sentence of the first paragraph states, "The price is subject to increase if the inventory increases at the pick up time due to additional/weight taken up in the truck."  Having read and electronically signed this document which clearly states that additional items will increase the price, we cannot continue to respond to accusations of illegal charges.  Our charges are clearly outlined and having received and signed this document prior to the move date, Miss [redacted] was aware of our terms and conditions in regards to her estimate.  We will offer Miss [redacted] $150.00 in good faith to resolve this issue, this is will be the only compensation we offer, as the charges were merited.   As Miss [redacted] has indicated, she is not concerned with the issue of damages as far as this complaint is concerned.  She does however still have the option to complete the claims process should she want to.Sincerely,Morgan N

Complaint: [redacted]
I am rejecting this response because:It is just an eye wash and they have showed no proof of even an attempt to address my concerns to the least.All calls and emails to them (All In One Moving and Storage) have been un-answered.The customer representative do not pick up phone calls on the day of move when I was in distress and later (ironically, before the order he used to call me daily !! )Complaints to [redacted] have been acknowledged (dated Jul 05, 2014) but no response till date (even after 60 days) As requested, please find with this email the following documents - 1) My email complaint dated Jul03, 2014 (day after move) This email also contains the COMPLETE INVENTORY list that I had disclosed (pls see last page) File name : Email_Complaint_To_AllInOneMovingStorage.pdf2) My complaint with [redacted] and their acknowledgementFile name : [redacted]Complaint.pdf3) Bill/ Invoice from All In One Moving and Storage File name : AllInOneMovers-Bill-p1.pdf & AllInOneMovers-Bill-p2.pdfKindly acknowledge receipt and process my complaint. Other customers should be aware of this malpractice by this Company.I request a refund from this Moving company for the overcharge on account of following - a) not sending full 3 member crew as promised  (one person was a driver who did not work) b) extra packing policy of the company costed me HUGE packing costs and over 5 hours of extra time. My complaint was not heeded as the crew lead said this was their policy.They packed every furniture 3 times (with shrink tape, blanket, tape rolls) 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I still want an investigation done on the company I utilized and the relation to them both as it comes up in the future. 
Regards,
[redacted]

All In One Moving and Storage Inc. 59 N. 5th Street Saddle Brook, NJ 07663 800-773-1747    ...

                                        ...⇄ 15 September 2016     From:  Owner, All In One Moving and Storage      To:  Revdex.com   Subj:  Customer Complaint dated 09/1/2016 (Mrs. [redacted], Reference # [redacted])     To whom it may concern,          Thank you for taking the time to communicate with us why Mrs. [redacted]’ expectations in our services were not met.  Our company prides itself on making sure that each and every customer is fully satisfied upon completion of our services.           First and foremost, we would like to apologize for the behavior of the employee who admitted to taking the phone.  We expect nothing less than professionalism from all our employees and this type of behavior is unacceptable and not tolerated.  Due to his lack of professionalism while interacting with Mrs. [redacted], we have ended his employment with our organization.  I can assure you that this type of behavior will never be displayed again by any All In One employees          As far as the damage to the phone is concerned, Mrs. [redacted] has provided no evidence as to the condition of the phone prior to the incident.   Mrs. [redacted] has already been reimbursed $200 for her move and we believe that no further compensation is warranted.

Complaint: [redacted]
I am rejecting this response because:
As stated by the company in their previous reply, the contract informs the customer that their delivery frame ranges from 14-21 business days. Considering my personal belongings were in their possession between July 29 and August 31 (i.e. 24 business days), they have clearly not upheld their end of the contract. Furthermore, the company agrees that I was told I would receive my personal possessions within a week of being informed on 8/22, which also did not happen. Quite simply, I appreciate the offer of $75 made by All-In-One, but to me it only signifies admission that they are in the wrong in this situation. This small amount of money simply does not compensate me for the challenges I endured as a direct result of their deceitfulness, nor does it compensate me for the myriad expenses I incurred due to their negligence. Thus, this is NOT a matter of “maintaining customer satisfaction” because I have been thoroughly dissatisfied with every aspect of the business I have conducted with All-In-One moving, which is thoroughly explained in my previous response to the company. I also feel that it is important to note that All-In-One never took my complaints seriously and treated me as a nuisance until I made the difficult decision to contact the Revdex.com. Suddenly, the employees (specifically Pam) seemed to be actively taking steps to fix their mistakes in order prevent me from taking any further action. Unfortunately for them, this is not the case because they are continuing to be untruthful regarding this situation. Furthermore, I am thoroughly convinced that if my hand had not been forced to make the decision to contact the Revdex.com, my personal belongings would still be in their possession. In light of these facts, it is evident that All-In-One has not upheld their end of the contract. As a result, I feel that I truly DESERVE to be reimbursed for the full amount paid for their incredibly unreliable service (including the one-hundred dollars used to tip the drivers who picked up my possessions). Despite this, I will accept a minimum of $500 as compensation ( 25% of what I paid) for the hardships I had to endure.
Regards,
[redacted]

The customer service and emails were handled promptly. From pricing, to pick-up to delivery, every step of the way was handled by professional movers. All furniture was well wrapped. The movers that were assigned to our move were respectful, careful and worked hard to get the job done. My belongings were delivered within the time frame and again they always kept in touch to let me know what was happening. We would use All in one moving & storage again due to the awesome service and value they provided.

Complaint: [redacted]
I am rejecting this response because:My personal belongings were picked up on the morning of Friday July 29 and I was told (by Alan when I scheduled the pick up) that my items would arrive in [redacted] within 2-3 weeks of the original pickup date, which is dramatically different from what the representative of the company is suggesting. Furthermore, in their response to my complaint, the representative for All-In-One stated they left me a voicemail on 8/22 and that they guaranteed delivery would take seven days "at the most." My personal belongings just arrived yesterday (Wednesday 8/31), which is two days later than what the company "guaranteed" in the response and the voice mail, which was actually left with my boyfriend who is still living in [redacted]. I have told the company several times to stop calling him because he merely made the quote.. None of his items were included in the shipment nor did he pay for any of the moving expenses.This week I have spent approximately one hour on the phone with All-In-One (specifically, Pam). On Monday, Pam said that I should expect a phone call the following day (Tuesday 8/30) so the truck driver could scheduled a drop-off time for my shipment. Once again, this didn't happen. I called Pam back on Tuesday around 2:30 MST and I was once again GUARANTEED I would receive a phone call from the truck driver within one hour. This may be a huge surprise to you, but this promise also never came to fruition. As a result, I called All-In-One for a third time Wednesday morning and was told by Pam that they were unable to get in touch with the truck driver. She once guaranteed that both she AND the truck driver would be calling me back with more information, but I never heard from her again. This situation has caused me immense distress as I have just started a Ph.D. program in Geology and I ended up having to purchase items to replace a lot of things contained within my shipment (e.g., notebooks, office supplies, camping gear, necessities for my three cats). Not only did I pay for these services in full, but I even tipped the two gentlemen who picked up my shipment $50 each! In response to my prompt payment of the entire balance owed to All-In-One, they lied to me and held my personal possessions much longer than they originally told me. I feel like I have been taken advantage of and that I deserve monetary compensation/a refund for the unnecessary financial, emotional, and physical distress that this company has caused me over the past month. No customer should EVER be blatantly lied to, nor should they be strung along for weeks on end with no idea where their most precious possessions are.
Regards,
[redacted]

We do admit that we have not been able to locate Mr. [redacted] missing box and have offered our  apologies, and have explained that in the process of transporting goods long distance, sometimes it is possible that an item can get lost. We have directed Mr. [redacted] towards filing a claim in which...

he has refused to do . Mr. [redacted] claims we have not done anything or compensated him for this matter and that is a LIE. On top of giving him a discount, he had a remaining balance due upon delivery in which he refused to pay due to the missing box. Our company has decided to not even attempt to collect that balance and decided to use that as an additional discount. The discounts he received totaled up to $180 . Mr. [redacted] still does have the option to file a claim if hed like to .

In  response to Mrs. [redacted] complaint, she was made aware by our driver that the trailer had  been brought to a nearby Repair shop due to mechanical issues. This is one of the circumstances that we cannot avoid and of course does cause delay when delivering customers goods. The customer...

did receive delivery last week. We would like to offer our apologies for the inconvenience.

I am rejecting this response because:The company is not even trying to work with me in order to come to a resolution at all so at this point I am just going to let my attorney respond this is a letter that he wrote to the company and he is going to mail  to All in One Moving and Storage after he makes some minor changes but I'm just going to use this letter to respond to the company because it addresses everything perfectly.
Regards,
[redacted]

Review: When I booke All in One Moving I was given an estimate of $1800. When they came to pack the furniture after he was all done the bill came to $3460.00. THe driver pulled his truck onto the walkway where oil spilled all over the walkway. My neighnor told him about this and the foreman said he would clean it up. He never did. Now the home owners association Is coming to us about it. I was told by the forman that when I call to give my address I can get my furniture within a week. I called them on July 14 to gave them my delivery date. I told them I would like it on or around August 1.

sice I gave them 2 weeks notice I didnt think that was a problem. I still don't have my furniture I call every day and get differnt answer. No one returns my call. My son is starting school all his clothes or in this truck. The only person that ever returned my call was the salesman when he got the sale. It should not take 3 weeks to get delivery from [redacted] This company is the most unprofessional company that I have ever delat with. I asked for some type of discount and was given $100. This is unacceptable. They never once called me to tell me the tractor broke down(if it did) . if I didnt call every day I would never know. They lie and tell me it will be her by Monday Then Wednesday then the lastest this Monday. Now maybe between tuesday-thursday. No company should treat their customers like this.Desired Settlement: I want my furniture and I think I should get a billing adjustment.

Business

Response:

All of our binding transportation quotes provided are by our relocation representatives based on the information given by the customer. Upon receiving this information, a binding & guaranteed transportation cost is provided to the customer specifying and detailing services to be rendered, with customer approval to Order of Service via Electronic Signature confirming the information provided is true and accurate. Our record clearly shows that due to additional services requested by the customer and rendered by ALL IN ONE MOVING & STORAGE on the day of the pickup, consisting of additional volume to be shipped and Packing Supplies to be used, additional charges were made to their account. The total Transportation cost for the relocation was reconfigured according to their requirements at the time of pickup date. In regards to any disagreement about the price increase the client never mentioned or had any issue with this during or after the shipment was picked up. If anything was mentioned at that time we always give our clients the opportunity to decide whether they wanted to leave some items behind in order to stick to the original list of items given prior to the move. In regards to any packing supplies used on move day the client was informed throughout the move and prior to the move about any packing materials that may be used, necessity for the usage of materials due liability issues. In addition to that the client did receive all information about the packing supplies prior to pick up and approved on the Order of Service via Electronic Signature on 06/18/2015 confirming they did read and agree to terms and conditions. All Estimated time of arrivals are subject to change depending on many industries factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected services to be rendered with orders scheduled before you .All Long Distance deliveries are made on a flexible basis with an estimated arrival time up to 14 business days per customer’s first available delivery date (Ready Date). Unless noted on this Estimate Cost for Service, customer must be able and available to receive the goods starting the day after the goods were picked up. In regards to any communication with client in regards to the estimated delivery date as well as any other concerns, we have kept in touch with client and always answered any questions or concerns as well as explained the delivery process on several occasions also referred client to the terms and conditions that they agreed to prior and on the day of the move. In this case a 5% good faith discount was provided in the amount of $112.00 due to customer’s dissatisfaction which she agreed to and was happy about at the time. This shipment was delivered 08/10/15 as promised. In regards to the oil on the driveway which was reported by [redacted] on the day of the move, that was discussed and resolved with [redacted] that day. I have attached a correspondence log from our company to show that .The last time we spoke to [redacted] about this she said she never heard from the owner association and assumed that it was resolved. With that being said if the oil on the driveway is still an issue as we promised it can get fixed and we will take care of the bill. We understand that the customer is dissatisfied that the total cost of their relocation having gone up as well as the delivery not being there on the exact day they wished for but please understand that we always try to be upfront and collect as much information from customers prior to their move date to avoid unforeseen surprises. In this case services were rendered to completion. We thank you for your assistance with this matter. We’ll await your recommendation and guidance on how to continue with this to ensure a fair resolution to all parties involved.