Appalachian Lawn Care & Snow Removal

In response to *** *** complaint ID: ***The customer obtained a moving estimate and reserved the move with a $deposit.The customer cancelled the move and was been given a full refund on 8/**/2015Below is the transaction detail for the refundAuthorization
InformationAuthorization Amount: USD (400.00)Submit Date /Time: **-Aug-09:33:EDTAuthorization Code: Reference Transaction ID: ***Transaction Type: RefundMarket Type: ***Payment InformationCard Type: ***Card Number: ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because
when I spoke with the sales associate he said the use of the credit card was fine and never said anything about the surcharge. These fees should be made clear and not hidden from the consumer and not a surprise when the movers show up and tell us about them.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
This has not been resolved for numerous reasons: The shipment was not picked up on time during hours given to me as they were 2-4pm Sunday 8/**/15. They came at 845pmThe man who told us the shipment would arrive 8/** or 8/** because there was a truck headed that way to Sarasota ,FL was Robert Schulze (senior moving consultant) at Alliance moving services###-###-####email (***)He said if my mom booked the service right then and there they would have it to me 8/** or 8/** and if she hesitated then maybe we wouldn't get the truck. She booked on the spot that instanceFurthermore we were led to believe that Alliance was the company. This guy told us to call him ANYTIME, we never get responses from anyone. We were NEVER told that that budget would be hired, that they would drive my stuff to storage and dump/lock it up in North Carolina (hours away). When the guys showed up to get my stuff at night they smelled of Pot, this compromised my safety living as a single woman with a roommate who was not home at the timeWe have called budget moving over and over and have been told everything form there was never a truck coming to Florida, to "we are not physhic" "we are unsure when your stuff will come" to "we are loading a truck and you will hear form us in days" (that was almost weeks ago.This is unacceptable. The statement they provided states 1-** business days and then they break down the mileage that fall between mileage to ( it is roughly miles from Newport RI to Clearwater Florida) to business day estimated time of arrival would have been between 8/** and 9/*. We were not told of any "acts of god" that have happened to take the estimated time of arrival all the way tot he *** business dayFurthermore. We called budget last Tuesday again (as they never respond to emails or to most voice mail messages) and we told them ** biz days are up this Friday the ***They said "well maybe we would have it this week". When the ** business days expire this Friday 9/**/15 then so does the contract and we will call the policeWe expect a phone call ASAP this week with date and time of delivery for Friday (the *** business day from 8/**/15) I need to give my Condo ** hours notice a $damage deposit in case these guys damage anything and they need to pad the elevator for the moversWE CAN NOT ACCEPT DELIVERY ON A WEEKEND it is NOT allowed by the HOA as there are elevators and over units/ residents can not be locked out of the elevator to live their life on the weekendThis has been made known since day one. Because of the advertising I came with one suitcase. I have had to buy work clothes for my corporate environment weekly along with household effects to sustain me until this truck comes. I have lost money on this move I have some docs attached and many more attachments which are multiple emails to budget and alliance with no responses Please send me another link so that I may upload more docs for you. this email has cut me off form adding any further attachments. Please need them to respond ASAP that we will have delivery on Friday. I need to take off of work This has caused money issues for me, loss of weight, sleep, panic attacks and I am surprised I have been able to keep me job.Please advise ASAP. thanks for the assistance it is very much appreciated at this very stressful time in my life.Thanks,*** *** ###-###-####?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

In Response to [redacted] complaint ID: [redacted] The move was picked up on time. The FADD (First Available Delivery date) that the customer chose was 8/**/2015. "Based on the load size and mileage of your move, delivery may take anywhere from 1-21 business days. Estimated time of delivery is...

determined by many factors beyond the control of any carrier and Alliance Moving Services Inc. such as traffic delays, weather delays, mechanical issues, other customers on the route and/or any acts of God. Estimated delivery spreads: 0-500 miles: 0-4 days. 501-1000 miles: 1-6 days. 1001-1500 miles: 2-8 days. 1501-2000 miles: 3-10 days. 2001-2500 miles: 4-12 days. 2501-3000 miles: 5-14 days. These estimated windows begin on the shipper’s first available delivery date. " The carrier has up to 21 business days from 8/**/2015 to deliver the household goods. The Agent carrier will notify the customer in advance when the items will be arriving to their final destination. At no time did a guarantee delivery date was established. These are only estimates and average delivery times.

2nd response to Thomas Duff Complaint ID [redacted] The customer was aware of the payment terms. It is twice on the contract. see below. The terms for payment are explicit. Postal money order or cash. The carrier requires the payment to be in postal money order or cash. The contract was signed and the customer agreed to all terms and conditions. The form of payment is a condition that has to be met. The agent carrier could have refused any form of payment that was not postal money order or cash. The agent carrier allowed the credit card payment but it carried a small surcharge. If the customer was prepared and had the correct form of payment this would not have been an issue.[redacted]below term #10 statesAll final balance due’s are to be paid in money order or cash to the carrier prior to the truck being unloaded. If customer fails or refuses to pay balance due, carrier holds the right to warehouse or storage the household goods at shipper’s expense. For re-delivery of the warehoused or stored household goods, the balance due must be paid in full, including storage and re-delivery fees, prior to the truck loading goods from warehouse or storage and sent out for delivery[redacted]

In response to [redacted] Complaint ID [redacted] On the signed agreement it states the payment terms. Payment Terms: Deposits: minimum 25% of move. Minimum deposit: $400 50% of balance will be collected at pick up by carrier in Postal Money Order, or Cash. (carrier may hold the right to...

collect up to 70% of balance at pick up) Remaining balance is due at delivery to carrier in full by Postal Money Order, or cash prior to unloading household goods. If payment is not made in full at delivery prior to unloading, the carrier holds the right to place goods in storage until payment is made in full including storage and re-delivery fees. The carrier is expecting to get paid cash or money order. It was the discretion of the carrier to include a 3% surcharge. The carrier will accept credit cards. We advise all customers to pay cash or money order.

In response [redacted] to complaint ID # [redacted] On August **, 2014 the customer signed an agreement to be moved from Canton, MI to Ramona,...

CA. The pick up dates were 9/**/2014 or 9/**/2014.   On September **, 2014 the Customer changed the pick up dates to 11/**/2014 or 11/**/2014. The customer contacted us on 11/*/2014 to cancel the move. The move cannot be canceled because the cancellation time applied to the original first loading dates of 9/**/2014 and 9/**/2014. This means the customer can ONLY cancel (7) seven business days before the first pick up date. On the Signed agreement it states: Company Refund /Cancellation Policy:            
[redacted] [redacted] [redacted] [redacted] [redacted]

In response to [redacted] Complaint ID: [redacted] On the contract the cardholder goes by [redacted]. The customer signed an agreement on 9/**/2015. The customer gave us an inventory of the items to be moved. The customer must be honest and accurately describe all of the items that are to...

be moved. When the agent carrier went to render services the customer had bigger items than how they were described. The agent carrier provided a written estimate of what the price would be to move the items. The customer refused services. Term # 4 states: Upon carrier arriving within the two (2) day pick up window ready to render services agreed on original order, if customer has more items or more services than what was on the original estimate and customer does not allow carrier to perform services, or refuses carrier’s services that was originally signed and agreed upon by customer, customer understands that he or she is forfeiting the deposit made for the services and that refunds under these circumstances will not be made. If customer attempts to or agrees to make a deal directly with carrier, and the customer does not advise Alliance Moving Services Inc. of such actions, he or she will forfeit deposit and no refunds will be issued.

Revdex.com:At this time, I have not been contacted by Alliance Moving Services Inc. regarding complaint ID [redacted].Sincerely,[redacted]

2nd  response to [redacted] complaint ID # [redacted] On the signed agreement it states that the move may take up to 21 business days. These estimated windows begin on the shipper’s first available delivery date. "Based on the load size and mileage of your move, delivery may take anywhere from 1-21 business days. Estimated time of delivery is determined by many factors beyond the control of any carrier and Alliance Moving Services Inc. such as traffic delays, weather delays, mechanical issues, other customers on the route and/or any acts of God. Estimated delivery spreads: 0-500 miles: 0-4 days. 501-1000 miles: 1-6 days. 1001-1500 miles: 2-8 days. 1501-2000 miles: 3-10 days. 2001-2500 miles: 4-12 days. 2501-3000 miles: 5-14 days. These estimated windows begin on the shipper’s first available delivery date. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated delivery dates and estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup & delivery locations. Moves that are picked up outside of their respected pick up dates, due to delays, are eligible for compensation of up to $50 per day depending on the number of days late the customer was serviced. Customer is not eligible for a refund of the deposit for moves picked up outside of their respected pick up dates."    Alliance Moving Services is not liable for any delays or expenses resulting from the carrier. We can provide assistance to help resolve any issues between the customer and carrier.  "Alliance Moving Services Inc. MC: 817950 is authorized by the Federal Motor Carrier Safety Administration (FMCSA) to be a household goods moving broker. Alliance Moving Services Inc. assumes no responsibility or liability for any property damage, bodily injury, or public liability as the outcome of the transportation of household goods transported by an authorized carrier. At shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claims. Alliance Moving Service Inc. is not responsible for any omissions or acts of the carrier, its agents, or employees. Alliance Moving Services Inc. is not liable, responsible, or to be held accountable for any damage, delay, loss, or expenses resulting from any Carrier or caused by any act of God."

In response to [redacted]  Complaint ID: [redacted]
[redacted]

[redacted]...

[redacted]
The customer paid for 728 cubic feet of space for the move. If the customer knew he had a fully packed 16x8x8 POD. He should have paid for 1,024 cubic ft of space. Above are the details of what the customer ordered. The customer had more items and were charged accordingly. We are an authorized moving broker. It is stated on our website and on the signed contract. Term #2 of contract "Alliance Moving Services Inc. **: [redacted] is authorized by the Federal Motor Carrier Safety Administration (FMCSA) to be a household goods moving broker. Alliance Moving Services Inc. assumes no responsibility or liability for any property damage, bodily injury, or public liability as the outcome of the transportation of household goods transported by an authorized carrier. At shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claims. Alliance Moving Service Inc. is not responsible for any omissions or acts of the carrier, its agents, or employees." Alliance Moving Services Inc. is not liable, responsible, or to be held accountable for any damage, delay, loss, or expenses resulting from any Carrier or caused by any act of God.

2nd response to [redacted]  Complaint ID: [redacted]
[redacted]    
ff. The agreement also states the weight and volume of the move that was reserved. The customer reserved 5,097 lbs / 728 cubic feet.

Second response [redacted] to complaint ID # [redacted] The customer signed an agreement and the pick up window was May * – May *, 2015.  The agent carrier was there on time and completed the pick up as it was stated in the contract. We apologize for any inconvenience but with big interstate moves there are variables that we cannot control. The truck had issues while driving to the pick up destination but we were still able to service the move within the time specified in the contract. The agent carrier did the correct packing. They were at the customer’s house longer than usual however they were getting the job done on time. According to term #6 of the contract the delivery must be made within 21 business days of the shipper’s first available delivery date. The goods were moved within the guidelines of the contract. The customer may file a claim through the agent carrier’s insurance. The move came with standard cargo protection which covers up to $10,000 based on $0.60/lb. per article

In response to Aleta Clardy complaint ID # [redacted] Term #2 of the signed agreement states: “Alliance Moving Services Inc. MC: 817950 is authorized by the Federal Motor Carrier Safety Administration (FMCSA) to be a household goods moving broker. Alliance Moving Services Inc. assumes no responsibility or liability for any property damage, bodily injury, or public liability as the outcome of the transportation of household goods transported by an authorized carrier. At shippers request we will assist you in the process to submit a claim to the assigned carrier for settlement of the claims. Alliance Moving Service Inc. is not responsible for any omissions or acts of the carrier, its agents, or employees. Alliance Moving Services Inc. is not liable, responsible, or to be held accountable for any damage, delay, loss, or expenses resulting from any Carrier or caused by any act of God.” The carrier assumes all responsibility for shipping of the household goods. The carrier will pay the customer $30.00 fo r every day after the 21 business days of the FADD (First Available Date of Delivery). The FADD was set to 08/**/2015. This means that the carrier has 21 business days from 08/**/2015 to deliver the goods. If it is later than the 21 business days the customer will be compensated $30.00 per day for late delivery. Term #6 of agreement states: Based on the load size and mileage of your move, delivery may take anywhere from 1-21 business days. Estimated time of delivery is determined by many factors beyond the control of any carrier and Alliance Moving Services Inc. such as traffic delays, weather delays, mechanical issues, other customers on the route and/or any acts of God. Estimated delivery spreads: 0-500 miles: 0-4 days. 501-1000 miles: 1-6 days. 1001-1500 miles: 2-8 days. 1501-2000 miles: 3-10 days. 2001-2500 miles: 4-12 days. 2501-3000 miles: 5-14 days. These estimated windows begin on the shipper's first available delivery date. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated delivery dates and estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup & delivery locations. Moves that are picked up outside of their respected pick up dates, due to delays, are eligible for compensation of up to $50 per day depending on the number of days late the customer was serviced. Customer is not eligible for a refund of the deposit for moves picked up outside of their respected pick up dates.

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They continue to fail to address the root of the complaint which is the "inappropriate behavior of the customer service representative" and have not made an apology for the behavior of said representative which was the requested resolution. So far they have only admitted to the service quality being horrible which was frustrating but I think what really caused me to file the complaint is how I was treated by the customer service representative. The company can keep talking around the terms of the contract but the fact that they won't apologize for the behavior of the customer service representative shows that they are not a good company. What kind of service oriented business allows a customer service representative to insult a customer and hang up on them? This is not professional behavior. I will continue to reject the response until they address the behavior of the customer service representative. Please do not waste my time again if it's just another canned response about contract terms.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There are a couple of components to this particular delivery and complaint.  They include the delivery of the armoire that was left behind as well as determining a delivery date for the items that were picked up on July *, 2015.  After speaking with a representative of the moving broker, I understand that my sister signed the mover's inventory list with the armoire crossed off the list, making this the official list of items to be delivered.  Yes, I am upset the movers did not attempt to call me to alert me to this and that they did not attempt to contact someone at their business who could have guided them through disassembly of the armoire.  I was shocked that it was just left behind.  I have arranged delivery of the armoire through another moving broker.  Alliance refused to help defray that cost.  I will pay the balance of the binding estimate that I agreed to upon arrival of the items that were picked up on July *, 2015.  It has been 25 business days since the goods were picked up.  I was told by someone at Alliance the goods would arrive Tuesday, July **.  When I didn't hear from the driver I called Alliance who then told me the goods should arrive Tuesday, August *, which would have been 21 business days since pick up.  I still have heard nothing from the driver or from [redacted] or Alliance as to when I can expect my goods.  The 21 business day deadline has expired.  I would like to know if I will get my delivery by the 30 business day count?
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to [redacted] complaint ID: [redacted] Customer was picked up on June **, 2015. The customer states that the First Available Date of Delivery was October **, 2015. The agent carrier has up to 21 business days from Oct. ** to perform the delivery on time. Term #6 of the agreement...

states: "Based on the load size and mileage of your move, delivery may take anywhere from 1-21 business days. Estimated time of delivery is determined by many factors beyond the control of any carrier and Alliance Moving Services Inc. such as traffic delays, weather delays, mechanical issues, other customers on the route and/or any acts of God. Estimated delivery spreads: 0-500 miles: 0-4 days. 501-1000 miles: 1-6 days. 1001-1500 miles: 2-8 days. 1501-2000 miles: 3-10 days. 2001-2500 miles: 4-12 days. 2501-3000 miles: 5-14 days.These estimated windows begin on the shipper’s first available delivery date. Goods may be warehoused before delivery. Any situations on delivery such as, no delivery before or after a certain time, or no weekend delivery may cause your delivery schedule to go past the estimated time and may incur additional fees. In the event of any conflict between the Bill of Lading and the terms of any estimate, the terms of the Bill of Lading shall control. The estimated delivery dates and estimated price listed on this agreement is based on a flexible schedule as well as accessible conditions at both pickup & delivery locations. Moves that are picked up outside of their respected pick up dates, due to delays, are eligible for compensation of up to $50 per day depending on the number of days late the customer was serviced. Customer is not eligible for a refund of the deposit for moves picked up outside of their respected pick up dates."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Alliance never disclosed in their conversations that they are brokers and not the carriers.  Their customer service agents were rude in each interaction after my first payment. Their statement mentions they are not responsible for their agents, I am not certain how can they not be responsible for their own agents and services provided . The conversations are not recorded therefore their agents take liberty to misbehave . Also if they give a binding estimate then how did the price change once the carrier picked the furniture. There has to be a more transparent way to provide binding estimate which does not change at time of pick up. I don think customers would have an objections if they would stop by ,look at the furniture to give a more realistic binding estimate. Secondly they are moving company/brokers therefore even though the contract's fine line says that there are variables including weather ,distance and other pick ups during the journey ,it should be verbally conveyed to customers at the time of pick up . Cost and time of move are the two most important factors for customers . Alliance, [redacted] or the third carrier locally in MAryland were very vague about delivery right from the beginning. If a customer is informed that it may take up to 28 days for delivery then they would make arrangements accordingly. Everyone does not move everyday therefore grievances arise from lack of communications.My frustrations is due to mismanagement. Moving companies nationwide have to make it more smooth for consumers esp because they are the experts and deal with multiple consumers .
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Alliance Moving Services Inc. regarding complaint ID [redacted].Sincerely,[redacted]