All My Sons Moving & Storage of Fort Worth

Complaint: ***
I am rejecting this response because:no packing was required and charges were not explained when I contacted the manager he kept saying because it's summer I have looked up reviews I am not the first victim and clearly not the last This location is very rude and could care less about explaining what will be chargedI do not except this response ! I was not given a break down even the reciept that was sent does not have a breakdown The charges were clearly made up .
Regards,
*** ***

Thank you for sending this message to us, we see you contacted the Customer Care Team on 5/5/and the claims forms have been sent to you, please complete and return to us as quickly as possible so we can start your claimOur phone number is ***, please call us with any questions you
may have, thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11528558, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below. It
is as my studio moved and my credit card chargedBooked by my mother *** *** but I was listed on the confirmation emails
Regards,
*** ***

Please ask them to call Ashley H*** at ###-###-#### to discussThank you

I reached out to the number and they are going to mail me a claim packet that I will need to mail back in or fax in.  They already have the information and now because it is not on their forms there is another delay.

We will send a settlement agreement to the customer for $180.00

Complaint: [redacted]
I am rejecting this response because:
I am completely unsatisfied with my moving experience with All My Sons as well as the way they chose to handle my complaint.  After I asked to be reimbursed for half of my move in addition to the money owed to me for the damages, I was ignored by the company.  This has been going on since early September, so I am willing to accept the offer they have made, which is $500.  Regards,
[redacted]

Good afternoon, we always strive to give our customers the best moving experience, period. This particular customer was given two options, one for direct service, this is when AMS packs, loads and transports the household good. When this service is selected AMS is responsible for all damages. Option...

two was load only, this is when AMS loads a truck and that is all the service we provide. The customer selected the latter. Therefore we are not responsible for any damages that may occure while the items are transported or unloaded. Household goods carriers have 90 days from receipt of a claim to pay, decline to pay or make a firm settlement offer, in writing, to a claimant. Questions or complaints concerning the household goods carrier's claim handling should be directed to the TXDMV Motor Carrier Division at ###-###-####. Additionally, a claimant has the right to request mediation from TXDMV within 30 days (excluding Sunday and national recognized holidays) after any portion of the claim is denied by the carrier, the carrier makes a firm settlement offer that is not acceptable to the claimant, or 90 days has elapsed since the carrier received the claim and the claim has not been resolved.

I was told I would be paid for the brick mail box once I had it repaired and sent them the invoice.  I emailed them the invoice on 9/7/15 and emailed them again on 9/12/15 for status with no replies.  I called on 9/21/15 and was told that they would not pay me for the mail box until I settled with them on the furniture and signed a release form.  They only want to give me $264.00 for ALL  the damaged furniture (WHICH WAS NOT MINOR AND I HAVE PHOTOS SHOWING THIS).  They only want to give me 440 lbs at 60 cents per lb but the furniture weights more than double the 440 lbs.  My wife called the claim AMS customer Care Term Administrator, [redacted] today and told her this and she asked for photos of the 3 disputed items. I agree with the entertainment center weight only.  My wife texted her the 3 photos and also the measurements to help determine the correct weight of the items.  My wife also let her know that the dresser,  Armoire and oversized King bed were all solid cherry so weights a lot more then the 440 lbs.     I do not show ever receiving an email which explains valuation and insurance from them and I DID NOT waive the right to insurance since I did not know about it.   I was not provided with a written proposal from the movers prior to loading my furniture which I am being told is required by the movers to do.    I am waiting for [redacted] to get back with me and/or my wife regarding the weight of the damaged furniture so we can hopefully get this claim settled

All My Sons has complied with all of [redacted] and Joann's requests. They have received all of the paperwork they have requested. They returned the claims package back to us with no weights given so we defaulted to the guide set forth by AMSA. The photos do not show the weights of the property therefore the weights can not be adjusted. All of this was sent to [redacted] prior to the move date. [redacted] never spoke to me either he spoke to my Assistant [redacted]. The men arrived onsite just after 9am and we did not start the clock till 11am because of the accident that occurred. The service discount was the branch paying for the fuel and travel time to help [redacted] with this difficult situation. When the driver did leave we sent 3 additional men out there which we did not charge for.
I have spoke to [redacted] a few times and I know moving is stressful especially when money is tight. That is why we provided him with additional help at no charge. In regards to all of the paperwork, [redacted] has receieved all of the paperwork which he requested due to losing his copy. At this time there is nothing further I feel we can do within reason to resolve [redacted].
If you need anything else at all please feel free to give me a call.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.All My Sons has received my claim and I am now waiting for it to be processed.  I have not received my refund yet, so this dispute has not yet been resolved.  
Regards,
[redacted]

We are unable to locate [redacted] in our system, we are also unable to locate by using the phone number provided, please call our customer care team at ###-###-####

$250.00 has been refunded to credit card ending in [redacted].

As we have told [redacted], the claim process is all handled together. We have never rejected paying for the mailbox.  This was made clear to [redacted] on the day of the move when he specified there were other damages. There is a legal process we have to follow which is a requirement of the state. This is not an All My Sons Policy. We are not wanting to give [redacted] $264 for the furniture. We gave him $300 discount on the move as well as 2 additional men at no charge to help him through his move in which we did not charge him. We have given him over $1700 total for the claim including the mailbox. I spoke personally with [redacted]s wife and gave her a breakdown of the weights of the furniture that contained minor damage. Also, $.60 per pound is for catastrophic loss or damage in which I was not. I explained to his wife that the bed is not the entire bed as the mattresses and box springs as well as the rails are all in good condition with very minor damage to the other piece which does weight only 90 lbs. We have offered more then the valuation. We agreed to pay for the mailbox, $264 on top of the additional $300 we have already given him.
He was provided all of the material to purchase and insurance policy which they have waived their right now. They acknowledged receipt of the Rights and Responsibilities on the BOL as well. We provide options to our customers in the event something does happen, and for their comfort. Again, I am sorry for the long process, I know money can be an issue and we are trying to work as quickly as we can to get this resolved. All of the paperwork has been sent over to [redacted]. We have done everything possible to close out this claim but at this time I do not feel there is anything we can do to make [redacted] happy.
On 7/28/2015 at 10:23 AM [redacted] spoke to my counterpart [redacted] sent him the email which I was pasted below. This is the email that was received on that date. This is the email that automatically gets sent to every one of my customers upon the booking of the move. As I stated, I want to ensure nothing is missed and that we take care of our customers.
Email sent: 10/28/2015 at 10:23 AM
Our sincere thanks on entrusting our Team with your upcoming move!Welcome to the Family!Below is information regarding Valuation & Supplemental Moving Insurance Valuation Included in you move is at no additional charge is $.60 per pound, per article. (For example, if your 100 pound table is damaged during your move, your mover is liable for a maximum of $60.00 (100 lbs. X 0.60 = $60.00). This is not insurance!If you'd like to add any 3rd party Supplemental Insurance on your move please visithttp://www.movinginsurance.com/index.aspor We'd be glad to help you set it up! Insurance must be purchased 48 hours prior to the move.AMS Packing Tips:http://www.allmysons.com/ams_packingguide.aspx"Its What We Do!"The All My Sons Moving Family!
We strive to make sure all of our customers are fully aware of all of the charges as well as the difference between valuation and insurance. We provide them with the material to purchase an insurance policy. On the contract, how signed that he did not want insurance for his move, that if any damages occur. We would only be liable for $.60 per pound valuation.

Please provide exactly who you emailed, we have no record. Please provide the email address.

We are very sorry to hear of your mooving experience with us, we have a dedicated customer care team, that can help you with your complaint/claim. Please call the Customer Care Department at [redacted]. Thank you, we look forward to assisting you.

My wife called [redacted], Customer Care Group on 11/4/15 regarding claim to see if she had heard from the review dept. regarding the lbs of the furniture being over the 440. ibs.  they were allowing us that we were disputing as being at least  double that amount since I had not heard from them.  She told my wife she would check on it and call my wife back.  She never called back so I emailed her on 11/9/15.   I got an email shortly after from her stating $1064.00 which was the initial offer was their final offer.   I emailed her back on 11/10/15 stating:
[redacted] emailed response to Revdex.com on 11/3/15::"If the weights are off even combined weight of 100lbs, I will add $60 to the offer. Again, I am trying to work with you. . As soon as you do that I can reconsider within reason. Thank you for your cooperation in sending them to myself or the Customer Care Team." My wife sent you photos, descriptions and measurements and the damaged furniture is probably double but is at least 100 lbs. over what you are giving me.  Are you all going to at least give me the $264 plus this $60.00 in addition to the $800. you still owe me for the mail box I still have not been paid for a total of $1124.00?  I want to get this over with!!!

[redacted], I am sorry you feel that way. I did try to work with you on Monday but you refused to talk to me and did not want to, so I turned it over to my customer care department. I am more then willing to offer you $84.50 for 30 minutes. I am not worried about, I did pull the GPS of the truck but I am more then willing to do that for you because I know we above the budget. This is the first complaint I have had about Kodie and [redacted]. [redacted] I have a less then 1% claims ratio and we do have a process to follow set forth by the State of Texas. I know accidents do happen and that is why I got you right over to the Customer Care Team to get that process started for you. I assure you I care about my customers that is why I am taking the time to work with you and get it taken care of however you have refused to work with me so we can settle the claim.
 
As I stated, I can issue the credit to you because I do care and willing to have the branch pay for that time. Please fill out and return the claims package to our Customer Care Team so they can process the claim properly. Again, [redacted] you are more then welcome to give me a call and discuss this if you would like. I do not like any of my customers upset and not satisfied. We will process your claim as soon as you return the paperwork.

I have been in communication with them and given them all of the documentation they requested. They have received full breakdown of all charges. The claim is being handled by the claims department and is being processed in which was explained to [redacted]. If there is anything else I can do to help you please feel free to give me a call directly.
[redacted]

We do work with ABF, however the shipper contracted with them himself, we do not have a contract with ABF on this move. He will need to contact them for a claim. AMS loaded the truck and that is all, it was transported and unloaded by different companies. Again, we are not liable for damages and he should contact who transported and unloaded the goods.