All My Sons Moving & Storage of Phoenix

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.This is in response to All My Sons Moving (referred to as AMS in the text) in Phoenix Arizona. I would like to refute a few statements made by [redacted] in his initial message:“We quoted the moved based upon the information provided by Mrs. [redacted] over the phone. When my crew arrived there was significantly more to move than expected.”Response: I spoke to [redacted] (an employee of AMS) on the phone when I requested the quote. I told him we had a lot of books and items and told him the best thing to do would be to take what I was estimating and double that number. I relied on this company because they were MOVERS to be able to accurately estimate the amount of items. The fact that they did not confirm the amounts is not something I will not be held accountable for. It is the responsibility of the moving company to ensure that they are able to fulfill the contract we agreed to, not mine.  “My initial crew left the packing materials they brought for the second crew to be able to pack.”Response: The initial crew left many small boxes and a few wardrobe boxes. They also left some paper. No blankets were left. When the new crew arrived on Sunday to pack, they looked at what was left and said, “We have no packing materials in the truck”. As the first individual started packing the dishes and glassware, he said to me, “I don’t think I have enough paper for everything”. I found some old plate padding that I had used when I first moved in for him to use. My paintings were stacked in the truck without any padding or blankets between them because there were no moving blankets to use. To help expedite the move, I personally packed up our entry way closet and one of our bathroom closets. These items made it ok. Because there was not enough packing material, our items were broken. Two of our paintings were damaged: One was knocked out of its mounting and the other had a broken picture frame. There were not enough packing materials included and the crew stated that when they came in to see what was left. “We have not been paid for that portion of the services yet.”Response: There was no bill submitted at any point for this portion of the services. I would not pay them anyways because they had already violated the contract when they failed to deliver the items on Friday, May 29th.  The word “Yet” infers that a bill was submitted for our consideration.“We have been in constant contact with Mr. [redacted] in regards to his damages.”Response: This is simply not true. My husband’s name is not Mr. [redacted], it is Mr. [redacted] and he started calling AMS June 2 when we first noticed items were damaged and the glass to our china cabinet was missing. Each and every time he called, he was told someone would get back to him: no one did. My husband had to call daily to try to get status updates or information from the Phoenix office. Each and every time he identified himself, no one had any idea who he was or why he was calling. This went on until June 20, when we opted to notify our bank that we were disputing the charge. We received one email from the corporate office with the claims form. The Phoenix Branch never once gave us this information as we tried to resolve this dispute. If there was constant contact, it was because my husband initiated the calls, and not the other way around. “My repair person has been to the home multiple times to repair damaged items and measure the broken glass.”Response: The repair person came out to our home on 3 occasions. The first time was to assess the damage. He told us that he knew how unresponsive the office was, but he was on our side and would do what he could to expedite the process. We heard nothing until my husband called again to find out the status. The 2nd time he came out, he fixed a broken plate on our refrigerator and brought what he thought was the missing glass shelf; it wasn’t. Again he told us he was on our side and that he was going to do what he could to facilitate the glass. No word until July 16 when we finally received a call that the glass had been cut and was being returned. This was after we had disputed the moving costs on our credit card. “Mr. [redacted] requested the glass be delivered this week and that has been completed.”Response: My husband Mr. [redacted], (and he has stated this to [redacted] multiple times that his name is not [redacted]) did not request the glass be delivered this week. He requested that it be replaced back in June, when it was clear it had been lost. This was 3 weeks before the glass was done. “I am glad to resolve any other issues if any remain.”Response: There are other issues. We still have broken items that need to be replaced. This whole experience has been driven by my husband and me. There is absolutely no customer service from management at this facility. The movers and repair man were helpful and kind. It’s been the actions of the management (particularly [redacted] and [redacted]), that have left me unsatisfied. There is no proactive attempts to remediate this situation at all whatsoever. All actions were spurred when my husband called. The latest attempt to get the glass replaced was my husband calling [redacted] and teller her he would call her every single morning until there was resolution. This is not, in my opinion, an example of a company that believes in Customer Service. This has left me with the impression that the customer service ends once the bill has been paid. I made a huge mistake when I paid the bill Friday Night: I should have waited until the remainder of my items were picked up and delivered to my home. At least that way I could have ensured that the items were in good shape when they brought them in. To insinuate that AMS was not paid for a portion of a bill that was never submitted is, at best insulting. I stand by my previous request and now ask additionally that [redacted] apologize for not taking any responsibility for this matter. He has completely passed the buck in this complaint. Had he actually taken some responsibility for the long lag times and his team’s inability to plan for a move, I would be less stringent. To insinuate that I somehow did not give an accurate count of my items is an insult to me. I hired a moving company because I expected them to be able to move my items safely and securely. I trusted them to pack my items safely and get them there on time. They failed in at least 2 of those expectations. Because they do this all the time, I would expect them to be able to accurately assess what was needed. AMS did not. For the same reason I expected that my items would arrive safely and within the specified time frame. AMS did not do that either.  Then when a remedy was requested by my husband it took AMS 6 weeks to respond, and that was because my husband called on a daily basis. Finally, to then insinuate that I deliberately did not pay an additional amount for the Sunday delivery is insulting. That was never submitted to me to pay.  If I do not get the settlement I requested, I can live with that. I do not think however, that AMS has lived up to the high standards the Revdex.com requires from their members and they should not be accredited. Once the cash is in hand, they disappear, and do not hold themselves accountable for mistakes. Regards,[redacted]

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.Good afternoon Mr. [redacted],I received information from the Revdex.com with your response to my claim and needless to say after reviewing your statement to them I will be seeking a full refund of the $407.  I changed my mind of agreeing to $200 based on the following issues:1. Failure of management to follow through on multiple attempts of following up with me in returning my calls including yourself Mr. [redacted]2. I was never sent a claim packet from yourself or any of your employee's to my email [redacted].[redacted] until today when we spoke on 7/23/2015, when I just wanted to end this whole process all together3  You never advised me on contacting the police, I'd advise you I would take that necessary step4. And finally there is to many inaccuracy ranging from yourself and employees.I will be forwarding this information to the Revdex.com and the office of attorney general.  I believe you have not put your best foot forward in good faith with resolving this issue.  That is my reason of change of heart.  We can settle this issue now for a full refund or let it play out through the system.

Regards,

Alfonso advised me that he would only charge me the two hour minimum which is...

what I paid.  The two men that moved my furniture even commented that my boyfriend and I were getting a great deal. There was no conversation around owing a balance. When Alfonso called me, he asked me to meet him half way and tried to threaten me. I paid what Alfonso advised me to pay on the day of the move. He said I will only charge you the two hour minimum even if it takes longer. I am not responsible for the charges they are asking for. If the movers felt the move would take longer, they should have told Alfonso that it would.

We used All My Sons Moving for my mothers move in November 2014 and it was a very positive experience. I talked to [redacted] about the fact they were not [redacted] accredited but after talking to him at length went with them and very happy we did. The movers (father & son)showed up on time and were very careful packing all the furniture before moving. [redacted],owner called me during the move to make sure everything was going ok. Everything was moved without any problems. I would highly recommend All My Sons Moving.

Response-
 
I would like to apologize that we did not meet our customers’ expectations during her relocation with us. I would like us to get this resolved, in an effort to put this behind us I am going to offer a 20% discount on the move which is $569.00. Attached is the settlement agreement.
 
Thanks and best regards,
 
Ashley Hudnall
Director of Customer Care
469-461-5000 x 1012

We have been in contact with [redacted] and [redacted] in regards to the overflow items unable to fit on the initial shipment to their North Carolina home. Their shipment came in overweight and we are not able to transit more than the legal weight on any of our trucks. We have 6 Pieces of...

fence and 2 ladders yet to deliver. The items are loaded on a truck and headed in their direction. I notified [redacted] of this once the truck was loaded. [redacted] did contact us in regards to her claim on June 3, 2015. A claims packet was mailed to her home on June 4, 2015. We have not received her completed claims packet to date. Once we receive the list of damaged items, we will be glad to work a settlement out. I truly apologize for the delay, but we cannot have more weight on the trucks than legally allowed.Thank you,

I am sorry that Mr. and Mrs. [redacted] are not satisfied with our service. We quoted the moved based upon the information provided by Mrs. [redacted] over the phone. When my crew arrived there was significantly more to move than expected. We spoke with them that morning that it would be best to load the truck...

with as many items as possible and we would have to pick up the remaining items before Sunday, because the lost possession of the home. My initial crew left the packing materials they brought for the second crew to be able to pack. My second crew arrived Sunday to load the remaining items. we delivered those items Sunday evening. We have not been paid for that portion of the services yet.We have been in constant contact with Mr. [redacted] in regards to his damages. My repair person has been to the home multiple times to repair damaged items and measure the broken glass. Mr. [redacted] requested the glass be delivered this week and that has been completed. I am glad to resolve any other issues if any remain.[redacted]

Mr. [redacted] has contact us on multiple occasions in regards to his missing candlestick holder. We have spoken with him on each call as well as I have left him multiple messages in regards to his missing item. His move went from Glendale to Tempe on the morning of July 1. His move took a total of 2...

1/2 hours. It was not a very big shipment. My crew checks the truck at the end of each job to make sure the truck is empty and everything has been delivered. Mr. [redacted] says he was not there when this check happened on his move. I personally spoke with him to hear his claim. I apologized and notified him that I would look into his situation. he told me the item was priceless and he would accept nothing less than replacement of his item. I told him of our procedures and that I would contact the client that moved on his truck that afternoon. I did speak with that client, she did not she the item in question on the truck when my men arrived and the truck was empty when we left. I contacted Mr. [redacted] and advised him of the results of my call. I again apologized to him told him that I would email a claims packet. He would need to fill out the claims packet and submit back to me and we would be glad to come to a settlement. I also notified him that if he truly thought the item was missing to please file a police report and we would gladly cooperate with the investigation. I have not received the claim form as yet. I have left Mr. [redacted] another message today in an effort to resolve his complaint. I truly do not believe my men took his item, but want to find a way to make him a satisfied customer.Thank you,[redacted]

What started out to be great service to get our business is now a total nightmare!

All My Son's Moving have lost, damaged and stole items during our move. We never received a copy of the "bill of landing" we signed in a rush during the move so the would unload the truck or a final billing receipt (just found the charge on our credit card).

We have now received a copy of the "billing of landing" and it is so obvious it has been altered.

I cannot even express how upsetting and financially draining all this has been with no assistance from the local Phoenix office and Ron the owner. I contacted directly the TX headquarters for assistance now. They are very friendly but our $6k claim came back as a $800 offer. This is not how it will end. Don't hire this company!

Response-
 
I would like to apologize that we did not meet our customers’ expectations during her relocation with us. I would like us to get this resolved, in an effort to put this behind us I am going to offer a 20% discount on the move which is $569.00. Attached is the settlement agreement.
 
Thanks and best regards,
Ashley H[redacted]
Director of Customer Care
###-###-####

I have spoken with [redacted] and we are meeting tomorrow, Friday 2/20 at her convenience. She will receive the remaining $75.00 agreed to and sign a release showing satisfaction with the claim.[redacted]

STAY AWAY FROM THIS.......We hired them initially in 7/2014 to move our items into their storage . In Sept of 2014 our house was completed and we requested delivery.

What we got back was damaged goods. Every single piece of furniture was either scratched,nicked or chunk of wood missing. A brand new Whirlpool front load washerwas broken as they were taking out the drum stabilizers. One of them was snapped inside the machine rendiring the machine useless . The best one is a missing post from a four poster bed and as of this day they have refused to compensate us for it. When this all happened we contected the office and [redacted] came over our house,acknowledged their negligence, and assured us that we will make it all good again,obviously a total lie. When you call the office they are expert at passing the buck. One week [redacted] is totally in charge of your issues, next week [redacted] is,following week [redacted] is.You never get your answer,they just hope that you get disgusted and eventually go away.

DO NOT USE THEM, YOU WILL BE VERY SORRY IF YOU DO.

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.This is in response to All My Sons Moving (referred to as AMS in the text) in Phoenix Arizona. I would like to refute a few statements made by [redacted] in his initial message:“We quoted the moved based upon the information provided by Mrs. [redacted] over the phone. When my crew arrived there was significantly more to move than expected.”Response: I spoke to [redacted] (an employee of AMS) on the phone when I requested the quote. I told him we had a lot of books and items and told him the best thing to do would be to take what I was estimating and double that number. I relied on this company because they were MOVERS to be able to accurately estimate the amount of items. The fact that they did not confirm the amounts is not something I will not be held accountable for. It is the responsibility of the moving company to ensure that they are able to fulfill the contract we agreed to, not mine.  “My initial crew left the packing materials they brought for the second crew to be able to pack.”Response: The initial crew left many small boxes and a few wardrobe boxes. They also left some paper. No blankets were left. When the new crew arrived on Sunday to pack, they looked at what was left and said, “We have no packing materials in the truck”. As the first individual started packing the dishes and glassware, he said to me, “I don’t think I have enough paper for everything”. I found some old plate padding that I had used when I first moved in for him to use. My paintings were stacked in the truck without any padding or blankets between them because there were no moving blankets to use. To help expedite the move, I personally packed up our entry way closet and one of our bathroom closets. These items made it ok. Because there was not enough packing material, our items were broken. Two of our paintings were damaged: One was knocked out of its mounting and the other had a broken picture frame. There were not enough packing materials included and the crew stated that when they came in to see what was left. “We have not been paid for that portion of the services yet.”Response: There was no bill submitted at any point for this portion of the services. I would not pay them anyways because they had already violated the contract when they failed to deliver the items on Friday, May 29th.  The word “Yet” infers that a bill was submitted for our consideration.“We have been in constant contact with Mr. [redacted] in regards to his damages.”Response: This is simply not true. My husband’s name is not Mr. [redacted], it is Mr. [redacted] and he started calling AMS June 2 when we first noticed items were damaged and the glass to our china cabinet was missing. Each and every time he called, he was told someone would get back to him: no one did. My husband had to call daily to try to get status updates or information from the Phoenix office. Each and every time he identified himself, no one had any idea who he was or why he was calling. This went on until June 20, when we opted to notify our bank that we were disputing the charge. We received one email from the corporate office with the claims form. The Phoenix Branch never once gave us this information as we tried to resolve this dispute. If there was constant contact, it was because my husband initiated the calls, and not the other way around. “My repair person has been to the home multiple times to repair damaged items and measure the broken glass.”Response: The repair person came out to our home on 3 occasions. The first time was to assess the damage. He told us that he knew how unresponsive the office was, but he was on our side and would do what he could to expedite the process. We heard nothing until my husband called again to find out the status. The 2nd time he came out, he fixed a broken plate on our refrigerator and brought what he thought was the missing glass shelf; it wasn’t. Again he told us he was on our side and that he was going to do what he could to facilitate the glass. No word until July 16 when we finally received a call that the glass had been cut and was being returned. This was after we had disputed the moving costs on our credit card. “Mr. [redacted] requested the glass be delivered this week and that has been completed.”Response: My husband Mr. [redacted], (and he has stated this to [redacted] multiple times that his name is not [redacted]) did not request the glass be delivered this week. He requested that it be replaced back in June, when it was clear it had been lost. This was 3 weeks before the glass was done. “I am glad to resolve any other issues if any remain.”Response: There are other issues. We still have broken items that need to be replaced. This whole experience has been driven by my husband and me. There is absolutely no customer service from management at this facility. The movers and repair man were helpful and kind. It’s been the actions of the management (particularly [redacted] and [redacted]), that have left me unsatisfied. There is no proactive attempts to remediate this situation at all whatsoever. All actions were spurred when my husband called. The latest attempt to get the glass replaced was my husband calling [redacted] and teller her he would call her every single morning until there was resolution. This is not, in my opinion, an example of a company that believes in Customer Service. This has left me with the impression that the customer service ends once the bill has been paid. I made a huge mistake when I paid the bill Friday Night: I should have waited until the remainder of my items were picked up and delivered to my home. At least that way I could have ensured that the items were in good shape when they brought them in. To insinuate that AMS was not paid for a portion of a bill that was never submitted is, at best insulting. I stand by my previous request and now ask additionally that [redacted] apologize for not taking any responsibility for this matter. He has completely passed the buck in this complaint. Had he actually taken some responsibility for the long lag times and his team’s inability to plan for a move, I would be less stringent. To insinuate that I somehow did not give an accurate count of my items is an insult to me. I hired a moving company because I expected them to be able to move my items safely and securely. I trusted them to pack my items safely and get them there on time. They failed in at least 2 of those expectations. Because they do this all the time, I would expect them to be able to accurately assess what was needed. AMS did not. For the same reason I expected that my items would arrive safely and within the specified time frame. AMS did not do that either.  Then when a remedy was requested by my husband it took AMS 6 weeks to respond, and that was because my husband called on a daily basis. Finally, to then insinuate that I deliberately did not pay an additional amount for the Sunday delivery is insulting. That was never submitted to me to pay.  If I do not get the settlement I requested, I can live with that. I do not think however, that AMS has lived up to the high standards the Revdex.com requires from their members and they should not be accredited. Once the cash is in hand, they disappear, and do not hold themselves accountable for mistakes. Regards,[redacted]

We have reached out to [redacted] and resolved her complaint. We certainly apologize for any issues related to her move. I have addressed the crew to make sure we handled situations like this differently in the future.Thank you,

We had reached a settlement with Mr. [redacted] and was awaiting a signed agreement. Here is a copy. I have followed up with Mr. [redacted] and he is fully satisfied with the agreement.

Thank you,

We did advise the customer we would give a discount onfuel. However no other promises were made. We worked very hard to give our customer the best moving experience. We do have to collect for the services provided.

God morning, as stated and agreed upon on the settlement agreement, we have 30 days to process all checks, Ms. [redacted] check will be processed and mailed according to the terms of the agreement. We are sorry for any misunderstanding and we assure our customer that the check will be processed in...

timely manner.

[redacted] does not allow as many characters to tell the entire story of how horrible this company is to deal with. Ever since I gave them my down payment it has been a struggle to get them to do anything and it has been a nightmare to deal with them. Here is a short list of the things that happened during my move using All My Son’s from Phoenix.
? When they pick up your items, they put an initial condition on each item. Everything we owned had some time of damage according to them. We had a brand new box spring mattress, less than 3 month old, they said it was stained and damaged. How do you stain a box spring? I believe this is so they don’t have to pay insurance, but that is a long process and we have not received any settlement yet.
? When they say they will store your possessions in an Air conditioned warehouse, don’t believe them. What they really mean is they will store a small amount of your things in a warehouse, and the rest will be in a trailer, outside, in the Phoenix heat. Everything that we owned that was plastic is ruined!!!!
? When I tried to schedule when they were going to drop off our things at our new house, they could not give me a date. They waited until the last minute to schedule a truck, showed up an 8:00pm on Sunday when they were supposed to be there on Friday. They have no care for your time and expect you to be at their calling even if you have to take off work multiple times.
? If you think the owner, [redacted], is going to help you, think again. He is very rude and is not helpful at all. He always says “I promise to call you tomorrow”. In the 2 months I had to deal with this man, he called me 1 time, but promised he would call more than 15 times. He is just concerned if you paid him and how fast he can get you off the phone. He will also raise his voice whenever you ask a question like “do you know when the movers will be here?”.
? They lost about 25% of our things in the move and when I told them they did not care. When I went through the list with the owner [redacted], I told me “I will be in constant contact with you until we find your things”. Well, I have never heard from him since. I have left multiple message and the people in his office just say “I’ll give him the message”
? I gave them this list of things missing 4 times in a week and still could not determine what was missing. They lost our beds and my children had to sleep on the floor for 4 weeks!!!! When I called and told them they said “we were unaware you were missing your beds”. They showed no remorse that my family was sleeping on the floor.
? For their second trip to our house, they brought somebody else things to our house. They also demanded that I pay them again for something I already paid for and were very rude when I would not pay them again.
? It has been 8 weeks and they have found 20 out of 43 missing items. When I call now, I get “we are still looking” and that it, I really don’t believe they have even looked in 6 weeks.
? They damaged or lost over $11,000 worth of our possession in this move!!!!
? [redacted], the owner, treats his employees very badly. Every driver (at total of 8 visited our house) had negative things to say about the owner. They showed me pictures of their warehouse where other peoples items were stuffed in trailers and broken items all over the floor.
? Al
I truly have nothing positive to say about this experience. I work with hundreds of contracts in my job, and this is by far the worst company I have ever dealt with. The owner is only concerned with you paying him and nothing else. They are very disorganized, do not care about their customers and treat their employees very badly.
Please do not use them, it will cost you much more than you think.

[redacted],I just left you another message. We sent out a claims packet upon notification of your damage. I apologize that you did not get a settlement immediately. We have a process that we are required to complete. I will expedite you claim at the level of liability you selected on your written...

estimate. I have attached a copy of your estimate with this response. Please contact me at my office to resolve your complaint. Thank you,

[redacted]###-###-####

THis customer has already paid the absolute minimum, there is nothing else we can do, we only charged the customer $270.75. We cannot give the customer all the money back.