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.

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.

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

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]

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.

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.

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.

[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]

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]

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]

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.

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: I was looking for quotes for a cross country move, specifically from [redacted]. Having worked with movers before I knew the ball park price, around $2000. I worked with [redacted] at All in One Moving and Storage and did an inventory list with him. I was moving from a one bedroom apartment to another one bedroom apartment. I did not have a full furnished apartment in my storage unit, no bedroom furniture or big couch. Lots of varying sized boxes and a handful of large trash bags. He explained anything not in boxes would be put in a box and the estimate/guesstimate was a total of 1952.50. Half to be paid at pick up the other on delivery. [redacted] was aware that my new job would be paying for this move. The move was set for October 16th, on the 12th I received the first call asking if I could change my date to the 15th, I could not as I was out of the state at the time. They called again asking on the 13th to move to the 17th, which I could do. On the 15th they called if I could move it to the 16th again, but at at different time. I was unable to and we were able to agree upon the 18th. At this time I was told for the first time that the delivery date was based upon routing and that it wasn't pick up one day deliver the next as I was first told. Day of move there was more cubic space than they were prepared for. The mover only called me when the truck was already half loaded and quoted me at the time double the original estimate. At that time they had all my worldly possession and were going to charge me for putting my belongings back into my storage unit and cancelling the contract. My job ended up having to pay twice the original quote and I feel as though I had been taken advantage of. When I called to speak to [redacted] I was always rerouted to someone else in either billing or customer service. Day of move, the 26th of October I heard the mover talking to someone in the main office, saying I was very angry, big complainer, paid too much, blah blah, blah.Desired Settlement: I would like to have the bill adjusted for the poor customer service I received, the moving of dates, their inflexibility when it was their failure to confirm dates within their own management team and for strongholding me to pay twice as much as originally quoted without giving me the proper opportunity to back out having loaded up the truck halfway already. I was not at the Williamsport site, I had a proxy there and they were not told anything when he started loading onto the truck. If their company truly records each call there is proof that [redacted] told me my original quote would have been over the estimate he was giving me based on what I had described to him.

Business

Response:

We apologize for the dissatisfaction [redacted] has, however in regards to the date changes, there were calls placed asking if the date could be changed. At no point was she forced to change her move date and the original date could have been honored. In regards to delivery dates, we do not guarantee overnight delivery from Pennsylvania to Kentucky, and [redacted] had electronically signed the Order for Service sent to her which outlines the delivery process very clearly. [redacted] was informed of her extra volume and had the option to have items returned to the home/storage unit. There are cancellation fees associated with terminating a relocation, also clearly outlined in the Order For Service electronically signed by [redacted]. She instructed my men to continue with the move in progress, and we did. We cannot offer [redacted] any adjustments as all charges were accounted for and additional volume was present at the time of the pick-up.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Your business practices are piss poor but you are already well aware of that. You stronghold your customers into making them change dates, overcharge when you can and you take advantage of people who just want to work with an honest company that will move all their worldly possession from one place to another. Your customer service is so poor that my original contact passed the buck off to others in the office instead of dealing with me directly. What does it matter to you anyway, you have my money but you certainly don't have my respect.

Unkindest Regards,