Allstar Metro Movers

Outlined below please find our response to the allegations asserted by complainant in the subject claim.1- Complainant states that I gave him "a phone quote for 3-4 hours of service and did not send someone in person to do a visual inspection."  First, intrastate moving companies...

traditionally do not conduct on-site estimates for apartments or homes less than 1600 square feet.  Additionally, complainant did not request an on-site inspection and estimate. Second, complainant was not given a "phone quote."  When he inquired as to the anticipated length of time to complete service I specifically told him that I could not provide an accurate window and that I could only advise him as to what the [redacted] time estimating chart indicated predicated upon the size of his dwelling and the logistical information that he had provided.  It should be noted that the information that complainant supplied in an online quote request via our web site included inaccurate and misleading information that severely impacted not only the estimated amount of time but the actual length of time required to complete service for him. Attachment   #1 is a copy of the first page of the quote request as displayed on our web site. Please note that the tenth question clearly asks: "Can we park within 120' (48 paces) of your door?" Attachment  #2 is a copy of the complainant's quote request submittal. Please note that on the thirteenth line on the right of the form complainant indicated "yes."  The reality is that all of his large furniture items could not be safely moved down two flights of stairs from his 3'd floor apartment to the closest access point that was over 120',  It was, in fact, necessary for the movers to navigate a hallway, two sets of steps, cross the length of the parking garage, use a freight elevator to ground level then dolly the furniture 50' to the moving vehicle a total of approximately 767' (see attachment  #3)  Additionally, two days prior to the moving service complainant   received a written confirmation document (see attachments #4a & 4b) that clearly states: "Allstar will endeavor to provide the appropriate sized vehicle, crew size and allotted service time based solely on the information you, the customer, have provided to us.  There is no guarantee of completion of service in only (1) trip nor the amount of time that it will take to complete service."   Furthermore, prior to the start of moving service the lead mover contacted me and advised that the loading portion of the service could potentially take six to seven hours due to the terrible logistics.  The lead mover was instructed by me to advise complainant of his time estimate, which he did.2- Complainant states that: "I inquired about whether I had to disassemble and wrap any furniture items, but I was told that I did not need to disassemble or pack the large items because they had materials they would bring to do it.  I did not realize until they arrived that none of my items would be packed with proper protective materials, but instead, they just put loose blankets on top of the items before putting them in the back of the trailer."  Claimant was advised that the movers could disassemble and reassemble any items that he requested them to.  Claimant did not request "packing" service and there was no discussion concerning packing service.  Complainant's furniture items were padded with industry standard heavy weight moving pads that were held in place as needed by mover's rubber bands.  The items were secured in the trailer with bungees and ratchet straps in the normal fashion.3- As it relates to complainant's allegation that the "movers carelessly scratched and scraped my furniture," paragraph 6 of the contract that the claimant signed specifically states: "Any claims of damage not made immediately upon completion of the moving service and specifically noted on the face of this Agreement shall be null, void and of no force nor effect." (see attachment #5b). Upon review of the face of the Agreement (see attachment #5a) you will note that the only notation indicates damage to a piece on the back of one dresser.4- Complainant states that the movers took excessive breaks and ultimately added 3 hours to the completions of the job   This is patently false!  First, I was personally in contact with the lead mover throughout the entire move.  The truth is that the movers did not take a single break.  In fact they only drank water during their long walks between moving items over 767' and their return walks to retrieve another item.  Based upon the [redacted] time charts the movers actually completed service is less time than the national average!5- Complainant states: "Upon delivery my items I noticed damage to several pieces ..'' Again, there is no notation of damage to several pieces on the face of the contracts pursuant to the required terms of the contract.  Complainant further states: "I called to discuss directly with [redacted].  He refused to accept any responsibility for the items . ." I refused to accept responsibility as it relates to alleged damage to any particle board/OSB furniture items because responsibility and liability was waived by complainant by his signature of a document titled: "Release of Responsibility," specifically the section titled: ''Above and Beyond." (see attachment #6) Complainant further states that: "...his employee indicated that he could repair the damage he caused the following day, I never heard back from the mover again ..." The mover agreed to repair, at his discretion, a 1" x 2" piece of veneer and he did send complainant a text message in an attempt to arrange an appointment for the repair.  To date the complainant has failed to respond.  The mover is currently attempting to obtain a copy of his text messages from Verizon to substantiate his communication attempt.6- As it relates to complainant's allegation that no reasonable solution to the matter was offered by Allstar. please be advised that on [redacted] complainant directed email correspondence to [redacted], CEO of Allstar Metro Movers wherein he requested $300.00 as a compromised settlement.  On 12/23/14 [redacted] responded via email with a counter offer of $125.00. Clearly a solution to the matter was in fact offered,7- Complainant states that we refused to provide him with our insurance carrier information.  This is correct.  Complainant's claim is not covered by the general liability insurance.  It is, in fact, an issue of diminished value coverage.  Such coverage by the company is, as he states, limited to sixty cents per pound for items that are not excluded from liability.  This coverage is provided by the company not the company's general liability insurance carrier.  Complainant was fully aware of the limit of coverage by virtue of his receipt and his acknowledgement and acceptance of a confirmation document that he received two days prior to the actual move date (see attachments 4a & 4b)In conclusion, complainant entered into a contract titled: Moving Services Agreement (see attachment 5a & 5b).  Paragraph 4 clearly defines the limits of liability and coverage for damaged items.  Paragraph 6 clearly states that claims of damage must be specifically noted on the face of the contract.  The "Releaseof Responsibility" document signed by complainant (see attachment 6) excludes liability of the Company for furniture items of particle/OSB board composition.  Complainant has previously indicated, and the movers have verified, that nearly all of complainant's furniture is of particle/OSB board composition for which the Company has been held harmless by complainant. Complainant received and paid for eight hours of moving service.On 12/23/14 customer submitted a written settlement proposal based upon payment of $300.00.  In an effort to settle this matter, Allstar Metro Movers will agree to a settlement predicated upon payment of this amount and upon prior execution by customer of a Settlement Agreement and Release Of Claims document prepared by our attorney with the document remaining unmodified by complainant.  Offer and acceptance of the aforementioned terms shall not be construed in any manner as an admission of any liability by Allstar Metro Movers, LLC or affiliated persons.  Failing acceptance of the above outlined settlement and release by customer, Allstar requests binding arbitration under Revdex.com Rules of Arbitration.

Our office contacted customer by phone today.  We have located the missing weights in our vehicle.  An appointment to repair a sectional sofa corner, a chipped wood area and to deliver the weights has been scheduled for 02/06/16 at 10:30 am.

Allstor Metro Movers completed my move on time at a reasonable cost. There crew was very efficient and certious. I would defenetly use them again.

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.After much consideration and investigation, I have determined that the response from [redacted] is not an acceptable nor reasonable resolution to my complaint. I have collected several photographs and documented the issues that I have addressed earlier. I cannot agree to terms that do not recognize the full amount of damage to my items, even if I am only entitled to recover the diminished value of my items. Also, I take issue with the information included in the response from Allstar that was patently false. I have compared my phone records with the statements made by [redacted], and can show that I did not receive any text messages or calls to repair my damaged items. I refuse to accept their account of the dispute when their recollection of the events is simply wrong.As a result, I am only willing to accept a settlement on their terms for no less than $600. Otherwise, I will proceed with filing a complaint in [redacted] to resolve the dispute for the full amount of damages to be determined by the judge, which will also include court costs. Regards,[redacted]

I have used this company about 4 times now and have had an awesome experience! Larry and Omar were fantastic. They are prompt, detail oriented, friendly, very careful with my belongings, and worked well together as a team. I was raving to my realtor about how great their company is and she wants their contact information to pass on to her clients. To the owner Doug, thanks for hiring such professional employees who really are efficient and get the job done in a timely manner!

Allstar Metro Movers, LLC (Company) rejects Mr. [redacted] (Complainant) counter offer.  The Company's initial settlement offer is hereby rescinded and of no further force nor effect.  The Company hereby requests that this matter be heard at Revdex.com arbitration pursuant to the Revdex.com binding arbitration rules and guidelines.  Being that Complainant is an attorney, he clearly read and was able to comprehend the terms and conditions of all of the documents that governed the transaction and has elected to disregard them.  Demand is herby made of the Complainant that prior to arbitration he submit all alleged photos and sales receipts that include manufacturer model and item numbers for all alleged damaged items EXCLUDING items of particleboard/OSB composition as such articles were disclaimed by the Company and a written release of liability was granted by complainant.Company is fully prepared to respond to and answer any summons and complaint that Complainant wishes to bring in a court of competent jurisdiction.  Additionally, Company, through it's attorney, will be filing a complaint with the State Bar of Arizona for Complainant's violation of ER 8.4 Rules of Professional Conduct.

The subject service was performed based upon a written contractual agreement titled: Moving Service Agreement.  Prior to the start of work the customer executed a copy of the agreement.  Paragraph 2 of the Agreement specifically states: "Movers are not representatives or agents of the...

Company.  Promises made by the Movers cannot and shall not obligate the Company in any way."  Paragraph 6 specifically states: "Any claims of damage not made immediately upon completion of the moving service and specifically noted on the face of this Agreement shall be null, void and of no force nor effect."  No notations were made on the face of the contract. 

As it relates to the claim of a broken night stand handle, the movers indicated that the when they began moving the night stand the handle was completely loose and they placed it in the drawer of the night stand.  They did not break the handle and it is likely that the handle is not broken but missing an attachment screw.  In either case this constitutes pre-existing damage for which Allstar is not responsible.

Concerning the claim that a mattress was placed in front of the night stand, this is accurate as the customer indicated that she did not require the movers to reassemble the bed.

As it relates to alleged scratches on the front of the night stand, the night stand as padded with moving pads throughout the moving process.  Additionally, again, no notations of such damage were noted on the face of the contract.

At the time customer scheduled service she received a written service confirmation agreement.  Customer responded to the confirmation acknowledging that she accepted the terms of the confirmation.  The confirmation document specifically states: "We provide $2,000,000.00 general liability insurance coverage and industry standard insurance coverage of $.60/lb (sixty cents per pound) per damaged item.  If

you are interested in additional coverage and/or full repair and replace insurance coverage, please log on to: [redacted] ###-###-#### –or- [redacted] ###-###-####.  Customer has indicated that she did not purchase full repair and replacement insurance.

Although Allstar Metro Movers has no legal obligation to reimburse this customer for the alleged damage.  Allstar will agree to reimburse her based upon the amount set forth in the Agreement.  We will reimburse her $0.60/pound X 25 pounds = $15.00.  Upon payment the night stand will become the property of Allstar.  Customer can contact our customer service manager at ###-###-#### to arrange for delivery of payment and pick-up of the night stand.

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.

[Provide details of why you are not satisfied with this resolution.] This response/offer of $15.00 and you then own the furniture is an insult.

Regardless of who you put in to complete the work, they are arriving in a

truck with your name on it and accepting payment for you. You should,

as a responsible business owner, have a process in place in which the

Regards,

This response/offer of $15.00 and you then own the furniture is an insult. Regardless of who you put in to complete the work, they are arriving in a truck with your name on it and accepting payment for you. You should, as a responsible business owner, have a process in place in which the people that you send to do a job, have had some kind of training or orientation  in place so that your customers are not told that they can make a claim after unpacking if damage is discovered. These people were representing your company, you put them in place, yet now you claim no responsibility for doing so. Also, regarding a loose handle. The handle did not fall off, it is evident that the front of the nightstand was bumped against something and the handle is broken completely in half. The movers were fully aware it had broken and then they placed it in the drawer. This piece of furniture was NOT wrapped, however there was a blanket wrapped around the top 3/4 of the dresser. You stated that the movers noted this supposedly loose handle and that it fell off and was placed in the drawer. If this was the case, and you claim that the people you sent to do this job follow all of the rules, why was this damage not noted on my paperwork? There was a crack in my bed frame and upon arrival one of the movers inspected all of my furniture and alerted me to the damage before moving anything. Why would he have noted that damage and not have noted that the front of my nightstand was all scraped up? And even with him having shown me the cracked bedframe, he did not note that on the paperwork as he should have. I have attached pictures that clearly show that the nightstand front was scarped and scratched. All of the handles and the top front of the wood are scraped as well as the broken handle. Your customers deserve better.

This company should be called Super Movers! I was impressed with them from my first call when I was still shopping for a moving company. They are very detailed, the pricing is very fair and the crew that did our move was absolutely excellent. The gentlemen were very friendly, courteous, careful and very fast. Absolutely recommend this company.

I had nothing but a great experience with Allstart moving. [redacted] and [redacted] did a great job. They worked fast at both locations and got the job done quick! There was no damage to any of my possessions. I would definitely recommend this company to anyone looking to move.

Allstar Metto Movers is a fine company that does what they say they will do. Their office people and movers are very nice and professional. I've moved a couple of tea in the past few years with other companies that did not turn out well with surprise charges an the end of the move. No such nonsense with Allstar. In fact I got an email confirmation days before my move. The actual move was done by well trained experienced movers. I could not have been more pleased with this company. If you are looking for a fine local family owned and run company give them a try.

I was very pleased with the job that the Allstar movers performed. They came in and assessed the move, listened to my concerns and they organized the move to be as fast and efficient as they possibly could while fulfilling my expectations. Thank you!

About one week before I was supposed to move, and had everything all scheduled with Allstar, Metro Movers, the bank told me that there was a glitch in my mortgage process. I had to reschedule with a week notice, and they came through for me Big Time. I would recommend them to anyone.

Review: Even though they didn't arrive on-site until 7:51 am, they started charging me at 7:30. When I questioned [redacted], the Owner/CEO, she said they round down to the nearest half hour when starting and round up to the nearest half hour at the end of the move. If the movers arrive any time before 8:00 am for example, you will be charged for the half hour starting at 7:30. If they finish at 11:31, you will be charged until noon - "that's just the way it is" according to [redacted]. She had a real attitude when I disagreed with some of the things she said. Her response, when I told her about a damaged table top was "well, accidents happen." The drivers also took frequent breaks, and loaded the truck very slowly - one of them took a smoke nearly every time he took an item out to the truck. At five minutes each, that added up to a lot of time I paid for without any work being performed. [redacted] said "I've spoken to him and it won't happen in the future." Well that made me feel so much better that I got to pay for his smoke breaks but the next customer apparently won't. Mine was the only scheduled move that day and it was pretty apparent they were padding their time.

It's interesting to note a quote from Ms. [redacted] on Allstar's website: "Our superior record is thanks to our customer service specialists and full-time experienced, professional movers who are committed to always providing the best service possible." The movers that showed up had a sign on their truck that said they were CONTRACTED to work with AllStar - not even full-time employees, and hardly professional.Desired Settlement: I would like to request a refund of an hour's labor ($74.50). I know a customer's experience is related directly to the moving crew, but the company has to take responsibility for their crew's actions (or lack thereof). The rounding down of the start time and rounding up of the end time are not ethical either.

Business

Response:

This correspondence shall serve as our response to the subject complaint. Let me first address the statements and allegations made by complainant. In the subject complaint, complainant alleges that the moving crew did not arrive until 7:51am. The dispatcher’s log indicates that the crew arrived at 7:50 am. Complainant is correct concerning the crew arrival time. Complainant further alleges that I indicated to him: “If the movers arrive any time before 8:00 am for example, you will be charged for the half hour starting at 7:30. If they finish at 11:31, you will be charged until noon.” Complainant was NOT told this by me. Complainant was advised that he received a written copy of the policy that clearly outlined billing (copy attached) and that he responded to the written copy indicating that he had read the terms and conditions and accepted them. What complainant fails to disclose is that his billing was stopped at 12:00 noon and the crew actually finished at 12:17 pm per our dispatcher’s log (copy attached). As it relates to the alleged “smoke breaks” taken one of the crew members, our company policy does not allow smoke breaks during time at the customer’s locations. Complainant’s statement that: “one of them took a smoke nearly every time he took an item out to the truck. At five minutes each, that added up to a lot of time…” is another exaggeration. The mover admitted that he took a total of (4) smoke breaks. The average smoke break lasts 3.5 minutes. Complainant further alleges that a table was damaged and that I told him: “Well, accidents happen.” Actually, complainant was told that HE disassembled and reassembled the table and that the movers completely padded the table top. If there was any damage it clearly was done by him since he did the disassembly and reassembly and did not report any damage at the time immediately after the moving service and did not note it on the face of the contract pursuant to the terms and conditions of the contract (see attachment). Furthermore, he did not report it for (5) days following the service. In fact, complainant signed a document titled: Release of Responsibility which states: “I, (name) hereby do release Allstar Metro Movers, LLC and/or its associates of any liability of claims of damage or loss for the moving services performed on 8/15/2013. I hereby attest that the moving services were completed to my absolute satisfaction.” Complainant makes the statement: “She had a real attitude when I disagreed with some of the things she said.” Clearly since complainant’s position wasn’t agreed with he believes that constitutes a real attitude. What complainant fails to disclose is that he disconnected the telephone conversation when I was addressing one of his concerns. Finally, complainant alleges that the movers are not full time professional movers because they are contracted. This is a ridiculous statement without foundation. The best professional movers are full time professionals that operate as standing independent contractors just like the service techs that work for Cox and other companies in the service industry. Complainant indicates that he has an issue with the length of time that the service took. Upon review of the American Moving and Storage Association national time estimator his job required moving 1200 square feet into 800 square feet, 2nd floor to ground level requiring a national average job time of 5.5 hours. The labor and travel time between pick-up and drop-off locations for complainant’s job was completed in 4.0 hours! Clearly the real issue stems from the fact that complainant underestimated the length of time that the service would take and had limited funds to pay for the service. This is why complainant needed to make a trip to his bank when the movers attempted to collect payment from him. Additionally, his trip to the bank wasted over ½ hour of billing time! The service was performed pursuant to the terms and conditions set forth in the Moving Services Agreement that is governed by the Arizona Revised Statutes. Although Allstar Metro Movers would normally agree to refund complainant for a total of 18 minutes. (The billing was started at 7:30 but did not purportedly commence until 7:51. Billing ended at 12:00 noon but the crew finished at 12:17 pm. Total differential is 4 minutes. 4 smoke breaks at 3.5 minutes each equals 14 minutes. Total refund: $22.35). As a good faith effort we will agree to refund $74.50 as requested by complainant. Attached is a release that we require prior to issuing the refund. Once we are in receipt of the executed release and complainant has fully complied with the terms of the release we will issue the refund check to complainant.

Respectfully submitted,

[redacted], CEO

Allstar Metro Movers, LLC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

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.I have still not received the agreed-upon settlement from the moving company. Until payment is received, I request that my complaint remain open.Thank you,[redacted]

Business

Response:

In our initial response to the complaint it was clearly stated: "Attached is a release that we require prior to issuing the refund. Once we are in receipt of the executed release and complainant has fully complied with the terms of the release we will issue the refund check to complainant." We have yet to receive the executed release document and complainant has not complied with the terms outlined in the release document.

Review: I contracted Allstar Metro movers to assist me with my personal move to a new home on Tuesday, July 9th. The move took place on time. It was not until the next couple of days that I noticed a large, deep scratch in my new hardwood floors in my living area. The floors had just been installed prior to the move. The deep scratch was not noticed immediatly because it was hidden underneath furniture and boxes that were placed there by the movers. The moving contract stated that the company would not be responsible for any damage incurred at the home unless I notified the moving company before the movers left my home, however it is clear to me that it was purposefully covered with boxes so that I would not find the damage prior to their departure so they would not be liable for the damage. There was no way I could get all the boxes unpacked prior to their departure. I don't think signing a waiver prior to the movers leaving my home is a realistic practice. I called the moving company a few days later I was told that they would not assist me in anyway with the damage to my flooring. Since that time, I had new bedroom furniture delivered and when the furniture store moved the old bed, there are several other places of damaged wood flooring underneath the bed, where the bed was not put together correctly and was causing damage to my floor. This is unacceptable and I feel the company should work with me to find a solution to this problem.Desired Settlement: I would like Allstar Movers pay for the cost of the repair of my hardwood flooring that was damaged by their workers.

Business

Response:

If customer will email photos of the damaged flooring along with the manufacturer name, manufacturer model and manufacturer color of the flooring we will further investigate the claim. Please email to [redacted]

Consumer

Response:

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.

The business has asked for pictures of the damage to my flooring which I have attached. Until the flooring is repaired this complaint is not resolved. I have extra wood flooring for the home, so I am requesting that they pay for it to be replaced. They do not have to purchase the flooring. I will wait to hear from the on this matter.

Regards,

Business

Response:

We have concluded our investigation into the subject complaint. Below are our findings.1st - Complainant received service on 07/09/2013. She contacted our office six (6) days following service on 07/15/2013 and spoke with our CEO. She indicated that she discovered a scratch under a box in the living room. Subsequently on 07/09/2013 our customer service manager contacted complainant. At that time complainant indicated that the scratch was under a chair. In neither conversation was there any mention of any flooring damage issue in the bedroom. In her initial Revdex.com complaint she indicates that the flooring damage in the living room was under a box. We are curious as to why this story has changed so dramatically.2nd - Prior to the start of service complainant executed a written contract that is governed by the Arizona Revised Statutes. Paragraph #6 of the contract states: "Any claims of damage not made immediately upon completion of the service and specifically noted on the face of this Agreement shall be null, void and of no force nor effect." Upon inspection of the face of the contract we find that there are no notations concerning any damage of any nature. Upon conclusion of service the complainant executed a document titled: "Release of Responsibility" which includes the following statement: "I, [redacted], hereby do release Allstar Metro Movers, LLC and/or its associates of any liability or claims of damage or loss for the moving service performed on 7/9/13. Ihereby attest that the moving services were completed to my absolute satisfaction."3rd - We have had the photographs reviewed by a wood restoration expert that has over 40 years in the business of damage repair and restoration including work for various museums, intrastate and interstate moving companies, as well as claims investigation. It is the opinion of this expert that the damage to the flooring in both rooms is unequivocally older damage based upon the amount of oxidation visible in the scratches and the absence of fuzzing along the edges of the scratches. It is further his opinion that the damage to the living room flooring is notindicative of damage resulting from the handling of furniture by professional movers. Rather it is indicative of furniture that had a leg pad nail or screw protruding being pushed rather thanlifted by a non-professional mover. Accordingly, although Allstar Metro Movers endeavors to satisfy all customer service issues even beyond our contractual obligation, based upon the findings in this particular case the terms of the contract must prevail. Therefore, we will not reimburse complainant for the replacement labor of the flooring pieces.

I had a very exceptional experience from this company during my recent move to my new home. I dealt with [redacted] who was a wonderful help in setting up the service. Pre service communication was excellent and included confirmation via email that included all of my information and the pricing. The crew was exceptional. They moved swiftly and carefully. They were extremely polite and accommodating. After past bad experiences with other moving companies I will only use Allstar in the future.

I’ve used AllStar Metro Movers a few times before, the last time being 3 years ago. They have obviously gone downhill since that time. The quoting process is still a breeze but delivering an actual service leaves much to be desired.

This past Friday, I was scheduled for a 12:30pm-2:30pm arrival time for a 4 hour move, confirmed and deposit paid for in advance. The lead mover called me at 1:30pm stating he was unsure if he would be able to make it to my move because they were still at the first scheduled move and weren’t anywhere close to being done. I called the office and spoke to [redacted], one of the owners, who was incredibly rude and had a “blame the customer” attitude. She told me that her mover advised her that they were running late, not that he told me that he was unsure that he would even make it, basically calling me a liar. She, nor the mover, could give me even a guestimate of an actual arrival time. She told me that the first move was actually 1000 square feet bigger than they expected and instead of calling me, the next customer, in the morning to indicate there might be a delay, she blamed me during the phone call (and during what should have been my actual move window) and told me I just had to deal with it and that they would still complete my move, but again, no time could be given.

As anyone who has ever moved before knows, moving is a stressful event. I was justifiably upset to not know when I would be moving. I knew my move would take the full 4 hours and I have a small toddler that is on a schedule for bedtime. She told me that my toddler would just have to deal with not going to bed on time and that it was my problem. No apology, no sincerity or acknowledgement that her company was putting me in a bad position. She told me she could cancel my move and refund my deposit and I could go find another moving company. Not knowing if I would be able to find another mover on such short notice, I told her not to cancel yet and to let me know if or when she would be able to have a mover available. I immediately went into scramble mode to locate another mover and was successful with a new mover arriving at our house at 2:45pm from another local and reliable company. [redacted] called me back at 2:55pm telling me that the movers would be to my house at 5pm at which time I asked her to refund our deposit because we found another mover, as she suggested previously. She had yet another opportunity to do the right thing and apologize but instead rudely asked when I planned to tell her we had other movers. It’s like she expected my first and most important priority to be her… even though I, the customer, did not receive the same courtesy. Additionally, my boyfriend and I live in the house together – he paid for the deposit and he tried to talk to her as well but she just kept screaming at him that she didn’t have a contract with him and that he wasn’t her customer. As far as I’m concerned, we are a household that is moving – it is “our” move and she was beyond rude to him.

Today, in a final email communication to confirm that she did refund our deposit, she provided the following customer service which is indicative of our entire recent experience with AllStar Metro Movers: “In the future, please don’t call this company as we have no desire to provide quote information or schedule service with you.” To that, all I can say is AllStar Metro Movers can rest assured that I will NEVER use their company again nor will I ever recommend them to anyone.

Yesterday was my 3rd time of using Allstar Movers. Again a great experience! The crew is prompt, honest, hard working, and eager to help. Larry and Omar were great and I would highly recommend this moving company!

This company is my 2015 service company winner. We scheduled service with this company after I called numerous movers. We choose them because they were extremely professional when we initially called, they asked questions to determine our requirements and expectations, pricing was very fair and they are a local family owned and operated business. The moving crew was very professional and pleasant even though the home we moved out of had very difficult stairs. All of our items and furniture arrived without any issues. Their vehicle was much larger than we expected but we needed all 40' for all of our stuff. Allstar Metro Movers keep up the great work. You run a great operation with great people.