All My Sons Moving & Storage

Please see attached photo of originally sent claim on 10/13.  This claim was emailed and mailed.   The claim was resent to this email [redacted] and was also mailed via certified mail with signature required to [redacted]

You will speak with John, I am sorry I did not provide the name in my earlier corespondents, that was my mistake.

[redacted]Again, we are sorry you feel that your move was not up to your expectations. However, we still stand by our original response listed below. When you decided to move out of storage, it was in peak season, and we let you know that with the short notice you gave us, it would be about 10-14 days before we could get your items to you. But we were more than happy to do it for you. However, you chose to use [redacted] for your move out of storage, which I can only assume, was due to the family discount their sales representative said you were receiving.  When the items were loaded into [redacted]s trailer, they were received by [redacted], paper pad wrapped in the condition they were received from your home, as proven by the lack of discrepancy on the inventory by your [redacted] Driver. Once a shipment is no longer in our custody, we cannot be responsible for anything that happens in transit or during unloading. That would be the responsibility of the companies transporting and unloading your goods.The company who originally was sent to assess your goods was sent in confusion by our claims department, as they did not realize there was a different entity that transported AND another yet that unloaded your goods. Further, being that your moving and storage charges were already discounted in excess of $5500, we are unable to provide any further compensation.Sincerely, Jacob P[redacted]Operations ManagerAll My Sons Pittsburgh

I paid a $100.00 deposit which has been returned to me.

We are very sorry we did not meet your expectations during your relocation with us, we would like to process your claim with us, we mailed you claims form on 8/8/2016. Please complete and send back to us so we can get you on the way to resolution. You may also call us at [redacted]

Good afternoon, I am sorry to hear that you did not have a good experience with us. We have a dedicated team that is hear to help. Please call our customer care team at ###-###-#### and we will be happy to assist you.

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 complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]  I was present at my facility during the reload but I didn't think I would have to babysit the movers in reloading of my unit as I was going through boxes and separating things.  When All My Sons did my move last October, the gentlemen loaded the unit much better than I could have told them how to do it.  Everything was secure and stacked in a safe and secure way.  I thought (which I was wrong to think this now) these men would have known how to store items properly without damage, stability and safety. This doesn't excuse the way my items were reloaded in my unit. I wish the movers I had in October of last year could see the way these guys filled my unit.  They would not be disgusted and amused.

Complaint: [redacted]
I am rejecting this response because: the company came out and did an estimate and was shown the parking space for moving trucks as well as advised that there was only one elevator. The company told me they would move my one bedroom apartment in a box truck, not a huge moving van. In short, the company was fully aware of all these circumstances before they came out on moving day. 
Sincerely,
[redacted]

We are truly sorry we were unable to complete your move. It is never our intention to not complete a move or to cause any stress for a potential customer, we had unforeseen circumstances that arose and we did everything we could to face the challenge and minimize the disappointment. Again, please...

accept my apology for not being able to complete the move for you.

Initial Business Response /* (1000, 5, 2014/03/18) */
In regards to Mr. [redacted]'s move that took place on March 1,2014. I spoke to Mr. [redacted] myself informing him of his rate in full detail it was 3 of our best men at a hourly rate of 159 including a 1 hour travel charge and 10% fuel...

surcharge as well as a 2 hour minimum for labor we went over this completely for almost 10 minutes because I sensed Mr. [redacted] might have trouble when it came to affording this move he had a very large 3 bedroom apartment that was two stories and it was filled from wall to wall with his belongings. When I confirmed his move with us he stated he was quoted by [redacted] which as you know we cannot quote someone over the phone on exactly how long it will take to complete anyone's move from start to finish without a in home estimate being done for him. I offered to come look at his apartment myself to narrow down the price for him so he would have a better understanding of what his move costs would be he turned down that offer. Mr. [redacted]'s minimum charges for this move with 3 men at 159 per hour which includes our 2 hour minimum and 1 hour travel time charge as well as the 10% fuel surcharge is 524.70$. So I'm having a hard time understanding where in his complaint he is stating he was quoted 420$. [redacted] is a veteran in our company with many years of booking and confirming jobs as well as giving the shippers the minimum cost for what there move will be with their hourly rate. I myself explained to Mr.[redacted] that his minimum up front what he was looking at cost wise is 524.70$ and that after his 2 hour labor minimum we charge in 15 minute increments. We had to push back several moves that very week for two days because the city of Minneapolis was in fact put in a state of emergency because the roadways were so dangerous. I called Mr.[redacted] everyday with updates to assure him we are doing everything we can but in light of the weather I cannot put my men our equipment other drivers and his belongings in jeopardy by going ahead and risking facing the road conditions. On the day of Mr.[redacted]'s move I received a call from [redacted] our crew chief and driver on his move to inform me that Mr.[redacted] had in fact left his residence and left our men there by themselves. I then called Mr.[redacted] informing him that our men cannot be left at his residence unsupervised for liability reasons on his end as well as ours. He told me that was ridiculous and inconvenient because he had errands to run. My driver needed to get more boxes to ensure he could complete the packing portion of Mr.[redacted]'s move because there were more items that needed to be packed then Mr.[redacted] informed us. I let our driver by himself come back to the warehouse to get the materials himself at which time our driver still beat Mr.[redacted] back to his residence after speaking with him. When it came time to take payment I spoke to Mr.[redacted] myself because he was having a problem with the price the move itself took over 11 hours I actually cut Mr.[redacted] a deal his total was originally 2,388.63 he only was charged for 2,082.75 so he was discounted 306.08$ on his move. He stated the crew was gone for 2 hours during his move which is very untrue that's when I informed him our trucks our equipped with GPS that will allow me to replay the whole day of his move and locate the truck within 5 feet of its resting place as well as the exact time for its entire movement for the whole day he then stated well ok maybe it was 30 minutes. When we did take payment Mr.[redacted] stated his credit cards were in his dresser at the very front of our truck that was padwrapped as well as shrinkwrapped and he could not get to them until the entire truck was unloaded. I then reminded Mr.[redacted] on the discussion we had the day before about how All My Sons takes payment and when we take payment. We take payment at the point when the truck gets to its destination before offloading he informed me that he had forgotten about that discussion I then informed him [redacted] I have to get payment before the offload so I suggested he call a friend or family member to let us take payment and that he could pay them back. He said ok no problem and called his father or stepfather for us to collect payment and said he could just pay them back. At that point my crew offloaded his belongings with no damages to anything and in my opinion performed extremely well throughout Mr.[redacted]'s move they never took a lunch break or any breaks for that matter to get his job done quicker for him because he was stating he didn't know if he would have enough money to pay his bill. I can understand anyone being frustrated over a high priced bill they were not informed of but Mr.[redacted] was fully informed and fully aware of the cost of his move as well as material cost.

This is the worst moving company I have ever seen in my life and I have used a lot of moving companies in my time.

To begin with the movers entered the house that we were moving from and smelled very badly; the odor was unbearable. On top of that their professionalism was appalling; every other word out of their mouth was a curse word. Now I understand letting one slip every now and then but when I go to work and I am on duty I make sure I keep my language clean.

When I called and spoke to the manager he informed me and kept informing me that he has never had a complaint about [redacted] (one of the movers) about odor or language. Keep in mind I never even told him which mover I was speaking about. I was talking about [redacted] but never mentioned his name once to the manager. He told me [redacted] is family to him and he would talk to him. So because [redacted] is family nothing will come out of this situation. They over charged my parents for one item. They told me they needed three people to move a piano which I can understand but to pay a third person after the piano is moved to sit down the whole time while two others did the work thats absurd!. I believe we even payed for their lunch which was at least an hour long.

The only problem I am still trying to resolve is the odor they left in my apartment it smells like someone has died in the apartment. The odor is overwhelming. No words can really describe how hard it is to live in this apartment at this moment.

In an effort to not waste the courts time, I would like to do some further research, please send the water bill for the previous 3 months plus the month, time period, in question. Lets review and see if we can come up with a resolution.

We are sorry to hear this news. Were you present during the reload to ensure the goods were put back the way you wanted them to be put back?

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 complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I don't want the mover that demanded a tip from me to get a dime. I'll accept 150.00
Regards,
[redacted]

Whereas there is a link at the bottom of the page for same day or next day moves, they are granted on an "as available" basis.Nowhere on our site does it guarantee that we will conduct any or all moves same or next day. It is not meant to be misleading, only to let potential clients that it may be...

an option.When we have the availability we are more than happy to conduct a same day move. As much as we would love to conduct all moves every day, there are times when we unfortunately will book a day or two out. The end of the month is a very popular time to move and as such customers would find it beneficial to utilize proper planning.

Initial Business Response /* (1000, 5, 2015/04/13) */
Thank you for your feedback regarding your recent move with us, I am sorry that we did not meet your expectations during your relocation. I am able to offer you 20% of your move back which is $161.00. In an effort to reach a middle ground...

I will increase the offer to $200.00 in order to settle this for our customer. Again, I apologize that we did not meet your expectations. We will use this as a coaching tool to help ensure quality performances from our movers.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your prompt response and I appreciate your offer. However, I believe that I should be entitled to a $476.52 refund. This seems fair and reasonable based on the situational facts and promises you make to your customers.
Your company advertises and claims to have "professionals" do the move as fast as possible. When I got my quote, [redacted] said the guys were skilled and would want to get the job done as soon as possible and it would be very easy for them. On your website, you take pride in the quality of your moving service and say that you do the move as quickly as possible and that is what saves your customers money.
When the guys got to my apartment (two hours late), it was brought to my knowledge that it was **'s second day driving the truck and second week at the job and it was the other guy's first day working with All My Sons Moving. Then, when I talked on the phone with [redacted] to complain about the service, he got offended when I said they weren't professionals. He said all his people are highly trained and experienced even after I told him all the details of my horrible experience. This is misleading and unfair for the customer. If All My Sons Moving would have mentioned the guys weren't experienced, I would have gone with another moving company.
As a result, I was expecting the speed of professionals and a move done "as quickly as possible" as shown in the website. As mentioned earlier, it took me and my roommate one hour to move in the three-piece couch, and we are not professionals and had no need to do it "as quickly as possible." For professionals, who are trying to do it as "quickly as possible" to save me money, it is reasonable to assume 45 minutes for the three-piece couch. For moving the bed and mattress, the light dresser (which was carried by one person) and the five boxes; it is reasonable to assume that an hour is more than enough for professionals (at least I know that's how long it would take me and my roommate easily, including breaks). None of the furniture items had to be unscrewed.
Any client of All My Sons Moving would agree that the move shouldn't have taken as long as it did, especially when they are telling their customers repeatedly that they take pride for the quality of their service and that they do the move as quickly as possible to save money for the customer. Therefore, I would like a refund of $476.52 because that is the additional amount the move cost me because your employees didn't provide a quality service and didn't do it as quickly as possible to save me money. To the contrary, it cost me more than twice as much as any other moving company would have charged me.
I'd like to quantify the items they moved (my mom and I brought down the rest, as mentioned earlier) once again so everyone is on the same page:
1. A bed and mattress with its frame (would take me and my roommate 15 min)
2. A light dresser (would take me and my roommate 10 min)
3. A three-piece couch (would take me and my roommate one hour)
4. Two big boxes, three medium size, (would take me and my roommate 20 min, since there were tools)
That is a total of an hour and forty five minutes it would have taken me and my roommate to move, and we have no moving experience. Including a 30 minute break, it would have taken me and my roommate two hours and fifteen minutes. I would have expected the "professionals" to at least do it at the same speed that two unskilled people could. Besides unskilled, they lacked common sense. We told them to use the front door, we measured it in front of them and they still tried going through the back door which was obviously smaller. The customer shouldn't pay for the hiring mistakes the company makes. Or at least they shouldn't say they're professionals if they know what kind of people they hire. With this experience, you can't take pride in the quality of your moving services. You shouldn't mention that you get the job done as quickly as possible and provide a slow and unprofessional service like you did to me. You either stand by what your staff and your website say and refund me the difference, or take down those comments from the website as it is false information and illegal. I attached a screen shot of the website section where you mention those false statements.
Final Business Response /* (4000, 9, 2015/04/20) */
Thank you for your valuable feedback, we will use this information to ensure quality on the field and for future coaching. Again I am truly sorry we did not meet your expectations. We are offering $200.00 as a fair and reasonable settlement.

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 complaint.  For your reference, details of the offer I reviewed appear below.I have made a dispute with my bank for half of the amount of the total spent. They intentionally sent a truck that was too small for a large move and the employees that were hesitant to do their job. Do yourself a favor and look at the reviews for All My Sons and you'll understand that I'm not the only one who has been part of bad business practice. I want half back and they also billed me an additional day that I did not approve for this company to charge. I'm currently disputing that as well. My bank is working with me to dispute what I'm asking unless we can come to an agreement that meets my standards of best practices for business/consumer relationship.
Regards,
[redacted]

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 complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] ---There should be 10 pages.  The first 6 are part of original claim. Last 4 are copies of additional utility bills that are all at normal usage and cost for my vacant property.Let Revdex.com know if anything further is needed.Sincerely,[redacted]

To Whom It May Concern:
[redacted] was scheduled for a move with us on Tuesday afternoon September 20th. The crew that was scheduled to move him had their truck break down in route and we did not have an additional truck nor crew available right then. The customer was informed of the incident with our apologies and we told him that he could reschedule for the next morning if we couldn't get a crew out later that evening if possible. [redacted] elected to go with another company and my guys gave him the contact information for that company. [redacted] is unhappy with the service that he received from the other company and claiming that they took too long. While I understand his frustration and apologize that we had an emergency situation come up that afternoon if he is unhappy with the service and time the other moving company provided he needs to seek a refund from the company that performed the service. We cannot refund a move that we didn't do and have no way to verify what happened between him and the other company that caused him to seek a refund for time. [redacted] may contact me if he like to discuss this matter and I can try to help him resolve his issue with the other company. Thank You.
 
Gary Morgan
General Manager
All My Sons Cincinnati 
###-###-####

Initial Business Response /* (1000, 5, 2015/07/15) */
We are sorry you did not have a great move with us. We will happy to acknowledge a $300.00 settlement.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)