All My Sons Moving & Storage

Initial Business Response /* (1000, 5, 2015/07/02) */
we are currently working with the customer
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted on 7/2 by a representative from...

All My Sons corporate offices in Dallas, TX. He confirmed the details of my complaint, apologized immensely for the customer service or lack there of I received and asked if I was ok with him investigating further & getting back to me. I said of course and haven't heard a word since then. Yet another example of how this company does business.
Final Consumer Response /* (4200, 13, 2015/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Unfortunate that we had to take this path, but we will except the 20% off ($150) offer. Thank you for your timely response. Please let me know when I can expect to see the credit.
Final Business Response /* (4000, 15, 2015/07/17) */
I have emailed the customer a settlement form to the email address provided.

Since I filed my complaint all My Sons Moving has agreed to my claim.  Thank you for your power.  I've been after them for about 3 months and they finally acknowledged my claim when I said I'd make a complaint with you.Should have done it sooner.
[redacted]

Initial Business Response /* (1000, 5, 2014/09/08) */
All My Sons Moving & Storage would like to thank you for the opportunity to reply to our customer's complaint. It remains our goal to respond to all customer inquiries in both a timely and professional manner.
Our customer can contact...

our claims department via email or telephone in order to file any claims. The email address is [email protected] phone [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already emailed pictures of the damaged items, etc to the company. They said they would contact me with a resolution. I do not feel I should have to contact them, I am the customer, they have all of my contact information.
Final Business Response /* (4000, 9, 2014/09/09) */
I appreciate and thank my customer for his response, a claims package will be mailed to his address of [redacted] Maple Plain MN 55359
once received, complete and return and we will process your claim. Thank 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.
After damaging my furniture, I was told that the company would repair the same. Specifically, I was told on August 1st that I would be contacted by thier claims department on August 3rd. Thus far, the only contact I have received from the moving company is thier response to this complaint. I have no confidence that I will be able to call thier custormer care center and be treated respectfully or fairly in connection with my damages claim. At this point they have not even found it to be within proper business courtesy to offer an apology. The actions of this company should be published and distributed widely in order to protect the public from this predatory business model used by All My Sons Moving and Storage. What I still need is an offer of compromise in order to restore my furniture to its condition prior to the damage caused by All My Sons Moving and Storage. I continue to await an appropriate response before escalating this matter to an alternate dispute resolution forum.?
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/09) */
All My Sons Moving & Storage would like to thank you for the opportunity to reply to our customer's complaint. It remains our goal to respond to all customer inquiries in both a timely and professional manner. I have reviewed our...

valuables customer information and also the details of their move. I am to provide our customer with a resolution of $447.35. If the customer will please email me at [email protected] I will be able to get the settlement arranged.

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]

Mr. [redacted], To address the issue of timeliness with your claim it is important to note that we sent you a claims form only two days after your move date of 19 December 16. It wasn’t until over 1 month later that you actually returned the applicable forms for us to begin your claims process. Then you sent our claims department 1-2 emails a day asking for confirmation of them receiving your paperwork claiming that you had never received anything from them. The Claims department responded to every email for the first 2-3 days. This was the same email you received the paperwork through. Often times you were sending emails claiming not to have received their answer, you actually sent a reply message from their response email. As far as the items claimed, you had signed a waiver requesting to not have an itemized inventory done on the items being moved. Without that inventory, we cannot confirm the condition of the refrigerator prior to the move. Additionally, you signed a multiple releases stating that you understood All My Sons does not guarantee the working condition of any electronics upon arrival, as we do not check the working condition prior to the move, and that we recommend not moving ice makers during the winter. For these reasons and due to the releases signed by you, we could not consider your refrigerator for claims. That being said, your couch which was scuffed during the move was reported by my crew as being scuffed, so you were reimbursed through basic valuation, chosen by you, at $.60/per lb. /item. I hope this clears up any confusion and explains the decision made by our claims department. Very Respectfully, Jacob P[redacted]

Thank you, please call our customer care team at ###-###-#### and a team member will be happy to help 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.As stated in the original complaint that with all the hassle that your company has put me though I feel a refund is in order. Like in my previous response if you want me to fill out paperwork to drag this on I will do it if that is your company policy. I do not feel I am in the wrong with this complaint, I have talked privately with other individuals and they were shocked in what happened over the move.   
Regards,
[redacted]

Mr [redacted],I am not sure as to why you have not heard from our claims department. I saw a chain of emails then the communication stopped. I will get to the bottom of this and either send you your processed claim, or, if for some reason it was not processed, make sure it gets processed and have it...

sent out immediately. That being said, it is not now, nor has it ever been, the policy of telling a customer to have something fixed and we will reimburse them. The paperwork you received with your claim actually tells you not to have the items fixed. You can expect the result of your claim from our claims department this week, and I apologize for the delay.

[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 one I am willing to try.  Please note that it is not included in any paperwork that you only have 30 days to file a claim.  Additionally they request notarization of the claim which can only be done on business days.  Also it is the company itself that did not return phone calls, not the claims department.  The local office owner [redacted] and manager [redacted].  I submitted a claim for for damages on 7/13/2015.  The cost of my model elliptical today is $1000.  I would also like it removed from my property as it is too heavy for me to dispose of.  
Regards,
 
[redacted]

Best moving company ever!! 2nd time I have used this company and I will use them every time I move.

On the claims forms we ask that you provide a written statement, please include your complaint as well and a resolution will be considered for your entire moving experience. Thank 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] No matter what I say or do you will not understand the personal distress your company put me through or admit your company made a mistake. And you will not give an inch concerning this matter because you have to be right and you are only concerned about the almighty dollar. I was present during the reload but as I said before the purpose of this reload was to take out my belongings from the storage unit to go through to save, give away or trash.  My friend and I were busy going through boxes, seeing what I wanted to do with certain items then marking and taping up the boxes. Anything that was completed we gave permission for the movers to put back in storage.  I assumed (and I know what assume means) the men would put back the items in a safe and secure manner without me having to watch every move. This would have caused a delay and would have cost me even more than I was already paying. Plus the men seemed to be in a hurry to shut the storage unit and I was so hot, sweaty and tired I let them close the unit door without taking a closer look.  This may be my problem but as I said before the men who originally moved me into the storage unit from All My Sons did a great job and I didn't have to do any directing at all. But I will not give up getting out the word that I was manipulated, had a bad experience and had lousy customer service from All My Sons. I had given you such a high recommendation with my first move with All My Sons.  In business, bad experiences spread faster then good experiences. I had a wonderful experience with the company I had fix my storage problem and I really didn't have to direct them where to put what except for the items I preferred to have up front of the unit. By the way, your company needs to have someone who just answers the phone, voicemail or answering machine.

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.
"Our services include quilt-pad wrapping of your furniture, disassembly and reassembly of the same and the allowance to leave clothing in your dressers. We provide white-glove service at its finest. Our customers can take advantage of our pristine packing and unpacking services. We assign a moving service coordinator to devise the best move plan for each client. Our team of All My Sons Moving experts will safely and swiftly load your items to ensure they are secure for the duration of the transport. We manage every aspect of your move from start to finish. Our goal is to supply you with the best in cost-effective and supportive service. We treat your items as if they were our own-like family." That is directly from your company’s web site. Those services were never included I was expected to pay extra for your "included" services. Everything from your company is a lie... You first say I don't want to follow your policies but you never send the paperwork to do so. Then when called out on that you try offering $100 to make it "go away". Now you’re saying you can't offer a full refund only 20%. Well your 20% would only be $95.92 that is less than your $100 offer. I know that the 20% is not a company policy because your customer service told me that the refunds are based on whatever the management wants them to be. So again you are just showing the lack of how much you care about your costumers and making things right. I will be fair because I know you still have to pay your employees and I did use your truck, so I will drop down to a 75% refund. That would be $359.70, just so we are clear. If that is something you cannot meet then I guess this issue cannot be resolved and will just be another negative rating for your company with the Revdex.com.  Regards,
[redacted]

We do not know that the movers were "high" we cannot base everything off of speculations. We are offering a customer service discount of 20% of the cost of the move as an apology.

Good morning, that would be correct, we do not offer a resolution/settlement until our customer care team receives the completed claims packet. I do sincerely apologize that we did not meet your expectations during your relocation with us. The customer care team will respond to you within 30 days after receiving the completed claims forms. If you have any questions you may contact at ###-###-####

All My Sons Moving and Storage was the best moving experience I have ever had. [redacted] were very professional and took very good care of our items. I will recommend them and be using them for future moves. They moved everything within the time estimated in the original quote over the phone. They took all the stress out of that part of our move and turned it into a very pleasant experience.

This is the director of customer care, [redacted], I assure you that my team is positive, professional and polite. I understand your expectations were not met on the field. We are here to process, resolve and settle all claims for our company. The customer care team can be reached at ###-###-####. I am a strong believer in following processes and giving a company a chance to fix a mistake. To automatically assume you will not be treated fairly and respectfully without contacting my dedicated and wonderful team is a very strong assumption. Please call us so you can start the claims process and so your claim can be resolved. Thank you.

I have received the complaint from [redacted], Reference ID [redacted]  The reason that we could not continue the move and only moved half of her items is when we were loading out of her storage unit there was evidence of a bed bug infestation.  This was right...

after we had upsold the move to 3 men and the 3rd man was already onsite.  At that point we offered to bring the items over that were already loaded on the truck.  Once at her new residence, [redacted] was not present.  Her son was the one that instructed my crew where to put things and said that he would move things around when he figured out where everything was going.  The total of her bill would have been $390.00.  When my driver brought the bill to her sons attention he told my driver that she had only left him $300.00 to pay for the move and that he had no more money or access to any money to pay the remaining balance.  Since we could not move everything from her storage unit I went ahead and waived the fuel surcharge and the labor minimum so that they would only pay for what our men did out there since it took less than the labor minimum.  We only collected $300.00 from the son because that is all that he said he had.  If you have any questions, feel free to contact me at any time,  Thank you, [redacted]Operations ManagerAll My Sons Moving and StorageCincinnati, OhioP:###-###-####