American Eagle Moving LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I was able to get my money refundedThis company has issues, with being upfront with Customers, and leading customers to not reading contract prior to electronic signaturesShould notify clieny at time of deposit that it is not refundable Regards, [redacted]

Customer's items were deliveredI have attached a claim's form to any missing/damaged items and for any overcharges the customer thinks he incurredPlease fill out the form twice: Fill one of for missing/damaged items and one for the "overcharges"Once completed, please return to [email protected] you!

Ma'am, I would like to apologize for any miscommunication or poor customer service that you experienced with our companyWith that being said, yes, Isaac is the owner of the companyHe typically doesn't perform moves; however, that day there was issues with the truck that was supposed to arrive at your pilocation, so he filled in.We would be more than happy to resolve any issues with missing and/or damaged furniture.I have attached a claims form for you to completePlease return to [redacted] , along with pictures of the damages

When *** *** booked with us, he never asked for a visual estimate of his inventoryA visual estimate is only required by the DOT when the client’s pilocation is within miles of the business addressThe client’s pickup location was almost miles from our corporate office
With that being said, when the client initially booked with us on 12/01/17, he provided an estimate that included items, piecesI have attached the e-signed Binding Moving Estimate for your referenceOn December 8, 2017, Michael from Quality Assurance (QA) called the client to go over the inventory again, piece-by-piece, and the client ended up having items, piecesThe 2nd Moving Estimate is attached for your referenceAt that point, the client was, again, made aware that if the inventory increased the move cost would tooOn the day of pickup, the client needed to purchase small crates and large crates, which was $Client additionally had regular boxes, large boxes, medium totes, large safe, metal shelves, and a lawn mower, which increased his move significantlyWe also charged the client a ‘Long Carry’ fee as stated on the Post Contract Services Order Form as we had to park away from the locationI have attached clients Bill of Lading (BOL), Interstate Revised Written Estimate, Inventory Sheets, Packing Materials Charges, Valuation Addendum, and Post Contract Services Order Form

I’m a little confused as to why *** *** states the worst customer service he received in his years on this earth was with our companyWe have been in constant communication with *** *** *** via phone, email, and textI have attached screenshots of the phone calls with *** ***
and his wife that show them speaking with our Customer Service Manager over times (all of the phone calls beginning with area code 313; this does not include phone calls made to and from our officeWhen the customer booked with us over the phone, he refused to give us an actual inventory, but rather gave us a quote he received from *** of Cubic FeetI have attached the e-signed moving estimate that shows the quote was based on his word, rather than an inventory listWhen we arrived at the customer’s location on November 21, 2017, he had 2,Cubic Feet in totalThe Bill of Lading, Revised Written Estimate, and Inventory Sheets are included for your referenceThe client had large items: beds, dressers, washer, dryer, several coffee tables, numerous chairs, recliners, mattresses, sofas, carpets, etcIt is impossible that “one (1) room of furniture” could hold the number of items we shipped for the clientCustomer agreed to the charges at pickup, signed the contracts, paid the pickup payment of $1,via ACH, and we loaded the items on our truckCustomer’s check bounced due to Non-Sufficient Funds (NSF)Copy of returned check is attachedAccounting spoke with the customer regarding this matter and informed him that he could wire the money instead as 50% of total is due at pickup and 50% at deliveryCustomer also made the complaint that he must wait until next Tuesday or Wednesday for deliveryAt booking, customer was informed of our delivery time framesSoutheast deliveries can take up to business daysCustomer’s delivery will have taken or business days, depending on which day it is deliveredCustomer will be called and notified of delivery date hours prior

I don’t understand where this customer’s confusion came from; However, they were picked up by us, American Eagle MovingAttached is the client’s paperwork, under our company, American Eagle MovingThey were picked up by our agent, OlvinWe do refer to our driver’s as agents, so this is possibly
where the confusion came fromWe apologize for any misunderstanding or miscommunicationWe hope that this resolves this issueIf they have any questions or concerns, they can contact us at ###-###-#### or by email ([email protected])

Spoke with client regarding this matterWe are giving the client a discount of $off of her delivery payment because of the customer service issues

Ms***, Firstly, when you booked with your sales rep, you provided an inventory list of piecesI have attached the e-Signed Moving Estimate for your referenceWhen we arrived at your pilocation, you had piecesThe inventory list is also attached for your referenceYour
move almost quadrupledIf your inventory increases by four (4) times the amount of goods, your price is going to almost quadruple alsoPlease see the first paragraph of the Moving Estimate, under Understanding Your EstimateOur company guarantees a binding estimate as long as the customer provides an accurate description of the inventory list of the household items to be movedIn case any items need to be added, the customer has up to hours prior to the move date to revise the list for the estimate to be guaranteedPacking services are not included unless specified in the quoteFull Packing services are available for a flat rateSpeak to your representative for detailsIf on the day of the move the customer has additional items not listed on the quote the customer will be charged for those items according to the rate stated per cubic foot for the extra space those goods will take on the truckIn such a case the client will receive a revised estimate so they are made aware of any overages beforehandPlease be as clear as possible with your inventory so we can provide the best service possible and avoid any discrepancies on move dayPhysical survey waiver agreement: in accordance with CFR Section 371.113(c)(1), shipper agrees to waive a physical survey of the household goods and alternatively agrees to receive an estimate based upon the shipper-provided list of property to be transportedWhen our Customer Service Manager, Sasha, called you 72-hours prior to your move (11/22/@ 09:55:02am), you were very upset because she informed you that we could not pickup and then deliver the very next dayShe also informed you that the driver would call you prior to delivery but did not know exactly when, as you had a 2-day pickup windowThe e-Signed contract you signed clearly gives payment information under payment methodsYou were never told that you could make an e-check for the final deliveryYou were also informed that the remaining balance was due at deliveryPayment Methods: -A deposit of 35% is required to book the reservation. -Half of the remaining balance is due upon pipayable by Cash, Cashier Check, Personal Check or Postal Money Order. Check Acceptance Policy: By paying for our service with your check, you agree as follows: Your household goods are subject to being held for a minimum of business days, until funds clear, before deliveryIn the unlikely event, your check is returned unpaid, you authorize us at our discretion to represent your check for payment from your deposit account either by an electronic funds transfer or, if necessary, by a paper draft-The remaining balance is due upon delivery payable by Cash or Postal Money Order ONLYAt delivery, because you didn’t have cash or postal money order, as the contract states, we offered to make an exception and allow you to pay via wire transferUnfortunately, the movers couldn’t wait around forever, as we have a logistics schedule to follow; therefore, they had to move on to the next deliveryRe-delivery is $and that is on the Post Contract Services Order Form that was signed at pick-upWe were not informed of stairs at booking but our Post Contract Services Order Form states that the first flight is free; each additional flight of stairs is $Ms***, you were not charged anything that wasn’t clearly listed in our Binding Moving EstimateLastly, we did not contract your move outThe inventory sheets we use are generic inventory sheets that are used by many transportation companies; therefore, it states ‘contract, carrier, authorized agent’, not because we contract our moves out

Ms***,I have attached your e-Signed Binding Moving estimate, which states our cancellation policy:Cancellation Policy :Customer understands that ACH deposits are nonrefundable once the reservation has been madeAny cancellation made after the reservation has been made will result in the
forfeiture of the all deposit fee(s) paidThe client can postpone or apply the payment to any move service needed in the next calendar yearThere is no penalty to postpone your move within hours of the reserved move dateCarrier also reserves the right to pick up within hours of the reserved time frame to allow for delays caused by act of God such as severe weather or other uncontrollable circumstancesOur Company has a 99% satisfaction rate for meeting our timelines and we are dedicated to the highest level of service.The Binding Estimate has a time stamp on the upper and bottom left hand corners that show you acknowledged our contract and terms that deposits are non-refundable

Client's goods will be delivered this weekendOur dispatch department will give her a call hours prior to deliveryOur Customer Service department has already spoken with *** *** regarding this matter

When Ms*** *** originally booked with Chris, on Tuesday, October 31, 2017, she gave him aninventory list that contained pieces of Household Goods that needed to be relocated from WA-IL.Client signed our contract on the same day (10/31/17) at 1:PM ESTOriginal e-Signed Estimate
isattachedOur contract states, in writing, many of the “issues” the customer is complaining about.1) Client was aware that if her volume increased at pickup, her move price would increase as well.• If on the day of the move the customer has additional items not listed on thequote the customer will be charged for those items according to the ratestated per cubic foot for the extra space those goods will take on the truckInsuch a case the client will receive a revised estimate, so they are made awareof any overages beforehandPlease be as clear as possible with yourinventory so we can provide the best service possible and avoid anydiscrepancies on move day.2) Client was called by Michael in our Quality Assurance (QA) Department to go over her list ofinventory again: Her items increased by pieces, and she informed him of two (2) sets of stairsour team would have to access at her locationAfter the QA, her estimate was revised from$2,to $2,Client, again, e-Signed our estimate, which is also attached.3) All our trucks list our company name, address, and DOT #, as required by the DOT.4) When we arrived at the client’s pilocation, she had an additional Cubic Feet (CF) ofgoodsSigned Bill of Lading (BOL) is attached.• Again, client was informed that if the size of her move increased, the price wouldincrease also.• Ms*** was given a discount of $350.00.5) Client states, “Once they have your items in possession, you’re at the mercy of paying them orrisking never seeing your items again.”• Our contract, which was signed twice, states the following:i-A deposit of 35% is required to book the reservation.-Half of the remaining balance is due upon pipayable by Cash,Cashier Check, Personal Check or Postal Money OrderCheckAcceptance Policy: By paying for our service with your check, youagree as follows: Your household goods are subject to being held for aminimum of business days, until funds clear, before deliveryIn theunlikely event, your check is returned unpaid, you authorize us at ourdiscretion to represent your check for payment from your depositaccount either by an electronic funds transfer or, if necessary, by apaper draft.-The remaining balance is due upon delivery payable by Cash or PostalMoney Order ONLY.6) When a client books a job with us but does not have a full truck (semi), client’s items are put ona route, on a semi with other jobs being picked up from the same area and being delivered tothe same areaClient’s goods were on a route coming from WA and CA and going to theMidwest.7) Client states, “They stated it should be here in 2-weeks, but had not mentioned this was apossibility”I’m confused by this statement because the reason we mention it is because it is apossibility.• The client’s e-signed estimates state the delivery time frames as listed below.iThe following are the delivery time frames for the designated areas,from the First Available Delivery Date (FAD), excluding weekends andholidays:East Coast delivery up to Business days.Midwest up to Business days.West Coast up to Business days.Certain factors that can affect delivery time frames are weather andthe size of your shipmentLarge loads that are ready for deliverytypically receive their goods quicker.• Client was picked up on November 8, and delivered on November 25, 2017, whichwas business days.Client states that she wants our company to be shutdown for fraudulent activityWhat partof her move was fraudulent? I believe I have addressed every issue the client hadWe arenot pretending to a company that we are notWe are American Eagle Moving and haven’tclaimed to be anything different.In client’s desired outcome, she states that we are scammers and we continue to openbusiness after business, this is a completely fraudulent statement made by the customer. Andrea W***

The client’s e-Signed Binding Moving Estimate states the following, regarding delivery dates: Delivery Time frames: The following are the delivery time frames for the designated areas, from the First Available Delivery Date (FAD), excluding weekends and holidays: East Coast delivery up to 14...

Business days. Midwest up to 14 Business days. West Coast up to 21 Business days. Certain factors that can affect delivery time frames are weather and the size of your shipment. Large loads that are ready for delivery typically receive their goods quicker. As customer stated, we delivered within one week of the First Available Delivery Date (FAD). Customer submitted initiated a claim with our claims department, which has now been concluded: The claim included a blue suede dining room chair, metal desk, and chest of drawers. Please see attached claims form. Based on weight, the claim was for $237.00. Per the e-Signed Moving Estimate, Standard insurance up to $50,000.00 in cargo coverage based on 60 cents per lb. (additional full valuation insurance is also available at the stated rates. Please notify your driver if you elect this option prior to loading commencing.) Customer did not purchase Full Valuation Insurance. When our claims department tried to settle the claim, the customer became irate and belligerent.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:This NEW claims process that [redacted] has sent to me is about the damage in transport to the 7 foot couch. My stepmother, [redacted] has given American Eagle movers her email address, so they can send her the claims report. I am involved in the claim for poor customer service, no communication, delayed shipping of transport with no reason given for why or where it was for 3 weeks. And on 2 different occasions raising the transport charge with no significant change to the estimated transport items, other than a decrease in items. I am confused. I received the last email from American Eagle stating someone had talked to my stepmother about the refund and had arrived at a settlement. American Eagle movers can get verbal or written permission from my stepmother, [redacted] on speak on her behalf, simply by calling her or sending her an email. She has left 5 messages with their company. I am very, very, very disappointed in this business transaction. I negotiated all of this transport for my stepmother, who is 82, and very distraught about losing her husband of 40 years. This poor service and poor treatment from everyone involved with American Eagle has been very frustrating and stressful, no one seems to know who said what within their own business family. I am very disappointed that all 5 different people I have talked with from American Eagle movers, I had to start from the beginning all over. I am very disappointed and so is my stepmother. She blames me for booking transport for her move with such a disappointing company. I would appreciate some help with this matter. My number is [redacted]. Thank you. 
Regards,
[redacted]

[redacted],I see notes in our communication log for your account that you've been working with Sasha, made a payment via wire transfer, given a claim's form to report any "overages", and that your items were loaded this past weekend. You should receive delivery the middle of this week.Thank you!

[redacted],As long as she gives us verbal or written authorization, that is not a problem. With that being said, in order to "negotiate a refund", you...

must initiate the claims process. I have, again, attached the claims form to this response for your convenience. Please complete and return to [email protected].,Thank you for your understanding and cooperation. Sincerely,Andrea W[redacted]Customer Relations Manager

[redacted]I have attached our claims form for any missing and/or damaged items and any overcharges you think you may have incurred. Please print the form twice: Fill out one form for missing/damaged items and the other form for any "overcharges". Once completed, please send to...

[email protected] you!

[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 satisfactory to me.  Please view all attached files.
Regards,
[redacted]

Customer's items were delivered. I have attached a claim's form to any missing/damaged items and for any overcharges the customer thinks he incurred. Please fill out the form twice: Fill one of for missing/damaged items and one for the "overcharges". Once completed, please return to...

[email protected] you!

Ma'am,  I would like to apologize for any miscommunication or poor customer service that you experienced with our company. With that being said, yes, Isaac is the owner of the company. He typically doesn't perform moves; however, that day there was issues with the truck that was supposed to...

arrive at your pick-up location, so he filled in.We would be more than happy to resolve any issues with missing and/or damaged furniture.I have attached a claims form for you to complete. Please return to [redacted], along with pictures of the damages.

We've spoken with client several times over the past few weeks. When David spoke with her today, Monday, February 19, 2018, he informed her that her goods are in transit. David (Customer Service) or Robert (Dispatch) will be giving her a call soon to let her know exactly where her goods are on the...

route.