Arizona Discount Movers

This is the best experience I have had with a moving company. The customer service was great and the movers Justin and Pedro were amazing.

I was weary of hiring movers because of a bad experience with another company. [redacted] assured me this would go smoothly and that his guys would take care of me. Yoseff and [redacted] K arrived on time and went straight to work. They were personable and took care to answer any questions I had. My belongings arrived intact without any incident. I truly appreciate their professionalism and dedication to their craft. I would definitely recommend them to anyone else looking for a reliable moving company that can be trusted.

Amazing service! I have used them 3 times & will be using them on the 4th moving go around! Call them!!

I want to let you and everyone looking for a moving company to know the level of my satisfaction with Arizona Discount Movers and the 2 drivers Victor and Jessie on my move is rated a 100% satisfied.

They were so very good, kind and handled of my belongings with extreme care.. I can not tell you enough how wonderful they were and I will always recommend your company and recommend that they request Victor and Jessie to use for their move.

I had a great experience with Arizona Discount Movers from the first time I spoke with a nice lady name Stephanie, she was very professional and courteous and helped me to setup my move. Arizona Discount Movers did a great job in moving me into a storage unit. I want to Thank Josh & Ricardo for being really careful, professional and fast in moving my things. I would highly recommend this moving company to any of my Family, Friends and neighbors. I will definitely use them again when I have to move my things out of my storange unit.

Thank you!

Review: Hired company to move our home, damage occurred to property by movers and they did not disclose the damages. Upon re-arrangement of items in garage, we attempted to move toolbox and noted damage to corner and wheel, appeared the toolbox was dropped. Obvious damage occurred and nothing was disclosed by the movers. When we attempted to reach out to the moving company to explain the situation the "General Manager" [redacted], said he was sorry and he would take care of us. He stated he would send claim information to us via email. 10 days later and 2 follow up phone calls we finally received the documentation we needed to file a claim. We completed the information requested: items damaged, size, cost, thoughts of what happened and a general letter explaining the scenario. This information was submitted 2 weeks to the day of our move. The paper work noted approximate 2-4 week response time. After 5 weeks, I reached out to the moving company and had several non returned phone calls and emails. When I did finally get intouch with [redacted], he said "I am so sorry for the inconvenience, my the paper work is on my bosses desk and I will follow up with you by the end of the day. Did not get a returned call, again a week later we reached out to [redacted], no response. Finally a week later I was able to contact him and he gave me the same excuse that the file was on his bosses desk but he promised to get back to me that day. [redacted] called at 4:58 that afternoon letting us know they would give us 30 dollars to replace the 800.00 dollar toolbox that their company damaged in the move and did not notify us of the damage. He stated this was industry standard and that was all he could do. He could have told us this when we reached out to him 6 weeks earlier, obviously 30 dollars is not going to fix the damages. What is upsetting about this lack of transparency of this company is also the total lack of customer respect. [redacted] made me chase him down for an answer that was totally insulting. I wish he would have been honest up front and I hate to say that I tipped his moving men more money than [redacted] was going to give me to replace my damaged property.Desired Settlement: Replacement of damaged roll away tool box.

Business

Response:

Hello,I am apologetic to the lack of response [redacted] has received from the staff her at AZDM. Its never our intentions to have someone dissatisfied with our services or to have damage. Unfortunately, damage does occur sometimes, when you move up to 500 people every month its just something unavoidable. I am disturbed to know the damage wasn't brought to the customers attention, this fact wasn't made known to me until now. We do not promote that type of decievement and the mover will be reprimanded regarding that. Moving forward to the damage that had happened, on our bill of lading (contract) we offer 2 policies, first being the industry standard valuation which is 60 cents per pound per article and the second offered is $0- $10,000 of coverage with a deductible of $500. Both these policies are free. The coverage can go higher than 10,000 if the customer request more coverage than that. According to the signed bill of lading the customer chose 60 cents per pound per article. Im not sure where the 30 dollars came from, to my knowledge we offered $80-$120. If Im incorrect then please tell me. According to the picture sent to us, the research & knowledge of the tool box was not an 800 dollar tool box. We are always reasonable when working differences out with our customers however we need them to work with us as well. They desire a new tool box but they only signed for an insurance that doesn't cover that. We feel the amount offered was sufficient to repair/ compensate for the loss. The box is still functional. We are always open to a reasonable settlement in order to have a customer somewhat satisfied at very least. We do take great measure when serving the customers of our community. We are not a fly by night company and our customers are very important to us. I would like to personal apologize to [redacted] if we have in anyway made her to believe anything other than that. We value our customers & we always step up and do what is fair, moral an just under any circumstance. Please let me know of anything within reason to correct this situation.Sincerely,[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.

It is very apparent to me after reading this email that in your company there are one of two things going on here, first you are lying to my about the total lack of knowledge in this incident or you don't have an understanding of what actually happens in your company. From day one, I gave you the information needed to fix this matter, documentation on the toolbox (size and weight), I composed a letter to your company describing the incident and what we wanted from your company, with a total lack of response. It took me calling multiple times and sending multiple emails to get the final response from [redacted] about compensation, again it is obvious in this response that someone is lying. What we wanted done at the time was two things, first, acknowledgement of the incident. At this point, my disappointment is not in the movers themselves (although your response made it very apparent you are wanting to place blame there), they were kind and nice through out the move, I do wish they would have let us know this happened, my guess is they were worried about keeping their job. My total disgust is with how I was treated afterwards. This email reponse is just another way for your company to brush off what is ultimately your responsibility.The toolbox comes in 2 pieces, we bought it as a complete set probably 5 years ago (a gift to my husband for his birthday as I explained to [redacted], something I saved money for a year to purchase), you cannot buy this toolbox anymore. To replace it and have a matching top and bottom piece you would obviously have to buy both sets. Offering the 30 dollars based on the weight to replace is obviously not going to replace it. I sent you pictures, you can figure out for yourself what it would cost to replace the damaged item. Ultimately replacing what your company damage is the correct compensation.Regards,

Business

Response:

Thank you for the Opportunity to respond to the concerns of

[redacted]. We do regret and apologize for any delays that were experienced by

the [redacted]s. At the time of the delay we were displaced from our offices due

to ongoing repairs to flood damage in our building.

In regards to the damages not being disclosed by our movers,

it was conveyed to us by the movers that they were unaware of any damage to one

of the wheels on the bottom of the tool box. They speculated that it may have

happened during transfer on or off of the trucks heavy duty lift gate. They

also said they did not notice any abnormality in the way it rolled the short

distance from the truck into the garage.

ADM was notified by the [redacted]’s and we did honor our

contractual obligations by offering $90.00 to settle the claim. As noted on the

attached Bill of Lading the [redacted]s willfully signed the valuation of 30 cents

per/pound per/article, and willfully signed to decline any additional

insurance. As noted on the Damage Claim form, completed by the [redacted]’s and

returned to ADM, the declared weight of the tool box was listed as 300 pounds.

(300 x .30 cents = $90.00). Even though this was refused by the [redacted]’s, we

will in good faith uphold our obligation and offer a settlement based on a more

realistic weight for the toolbox. 500 pounds (500 x .30 cents = $150.00). It is

our hope that the [redacted]’s will accept our offer of $150.00 in agreement with

the valuation they willfully chose and signed for on the Bill of Lading. Thank

you for your consideration,

Please find attached copies of the Bill of Lading and Damage

Claim Form.

General Manager

Arizona Discount Movers

9-26-13

Review: There are two separate complaints, and I am not sure you can handle them but I am hoping for all the help I can get.

1. The first is AZ Discount movers sent a truck that was to small and it required two trips in order to move us within the city of Phoenix. We followed up with the moving company prior to the move to confirm the volume of the items we had to move and the assured us that they had a truck to fulfill the move As such the move took an additional 4 hours. The three moving men who were sent stated that this is common practice for AZ discount movers. Considering there horrible reputation in the Gov't agency Weights and Measures (which I found out later) as 1 of the top five rogue movers in the State. I have included the news piece on their practices, what I am surprised about is that they have an A+ rating with the Revdex.com. [redacted]. My second complaint is that my golf clubs went missing in the move and they will acknowledge the complaint or replace the clubs. They have a warranty to cover such things and I have been told it can take 2-4 weeks to resolve these issues and it is now 4 weeks. They have stated they are not going to replace my clubs. While the Revdex.com does not handle criminal matters its clear there is a discrepancy between the A+ rating you provided them (which I relied heavily upon by the way) and the quality of the service they provide. Hopefully with pressure from the Revdex.com they will resolve my issue.Desired Settlement: I want them to replace my clubs first and foremost, but I want the over billing to be addressed as well.

Business

Response:

Thank you allowing us the opportunity to respond to the allegations brought forth by Mr. [redacted]. Regarding the two separate complaints: 1) Mr.[redacted] claims we had provided a truck that was too small. Even though our biggest trucks are 28’ we provided a 26’ truck based on the information he provided over the phone. In addition, our Sales staff does not give guaranteed flat rate price quotes over phone. Mr. [redacted] clearly had enough furniture and items that would have required two trips with a 28’ truck. The accusation that the three ADM movers all said ADM deliberately sends small trucks to lengthen jobs is simply not true. The idea that all 3 movers would fabricate something like that, at the risk of reprimand, seems far-fetched at best. Mr. [redacted] referenced our “horrible reputation” with the Gov’t agency Weights and Measures, who lists us one of the top five rogue movers in the state. Likewise, he mentions a negative piece that channel 12 news aired. This is misinformation at its worst. We are currently investigating, with our attorney and the help of Channel 12 news, the incorrect “rogue mover” label. The culprit, “Discount Movers”, who poses as ADM and fraudulently uses our name is being brought to light soon via a follow up retraction piece by channel 12. 2) In regards to the golf clubs and time frames. The move was on 7/2/14, the following attorney’s letter was received on 7/15/14 and our following reply was on 7/21/14. (2 weeks and 5 days)Arizona Discount Movers,I am an attorney, who has been consulted by Drs. [redacted] and [redacted] regarding events that transpired during their recent move on July 2, 2014. It is my understanding that they have already tried to address these concerns directly with the company and Arizona Discount Movers has denied and refused to remedy the situation. As a result, the [redacted]’s have sought legal counsel.As you may recall, Arizona Discount Movers was hired to move the [redacted]’s personal belongings from their residence on [redacted] to their new home on [redacted]. In the days after the move it was discovered that a set of golf clubs was missing and their dining room table was significantly damaged, and no longer usable. The [redacted]’s immediately contacted Arizona Discount Movers regarding these issues, and were initially advised that the Company would ‘make things right’ and ‘take care of it’. That has not happened, and it seems that now Arizona Discount Movers is denying responsibility for these issues.Dr. [redacted] had two sets of golf clubs. Arizona Discount Movers was contacted when one set was missing. Apparently the moving crew was interviewed about the situation. For your information, the missing set had been kept in the storage unit at the front of the [redacted] house. The crew was advised that everything in that storage unit was to be loaded into the truck. After the interview with the crew apparently one of the crew members said that Dr. [redacted] had told the crew not to move the golf clubs. This was not true. Yet another member of the crew apparently said that the golf clubs were moved to the [redacted] residence and that they were placed in a storage room in the garage. After a diligent search of the house and storage room, the golf clubs have not been found. I highlight the discrepancy between the two crew members stories as it lends credence to the possibility that the golf clubs were lost, or stolen by a crew member, and demonstrates that the crew members may not have gotten their ‘stories right.’ Apparently, they hadhoped that Dr. [redacted] would not notice the missing golf clubs. Dr. [redacted] is an avid golfer, and has spent years building this set of golf clubs, which included the clubs, bag and shoes. He most certainly noticed it was missing, and demands the return of the clubs—or in the alternative the replacement cost.Apparently, Arizona Discount Movers has claimed that the crew did not steal the clubs as there are cameras at the loading dock at the company’s headquarters. Regardless, and perhaps unbeknownst to the company, this crew took a break at approximately 3:00 p.m. on June 2, at which time they advised Dr. [redacted] that they were going to [redacted] for lunch. They were gone in excess of an hour (an inordinately long time for a [redacted] lunch). The company likely did not know of this “break” as the [redacted]’s were charged for the time that the movers were on this “break”. Although this billing discrepancy is concerning, the [redacted]’s primary objective is to remedy the golf club and dining room table damage (addressed more fully below). This “break” provided the crew with an opportunity to take the golf clubs to another location while unmonitored by Dr. [redacted], or the company. In addition to the missing golf clubs, the dining room table was severely damaged during the move. The crew removed the legs of the table at the [redacted] residence to transport it to the [redacted] residence. Dr. [redacted] later discovered that there was a large hunk of the dining room table missing from the underside near the leg. At no time did any crew member advise Dr. [redacted] that the table was damaged. In fact, the table was deliberately positioned to conceal the damage. It was not until days later when the [redacted]’s were moving the table where they wanted it that the damage was discovered. The events that transpired during the [redacted]’s move are directly contrary to the strict code of ethics that are posted on your website, which proclaims that the Company is a member of the American Moving & Storage Association. For instance, the company claims “[t]o consistently offer and provide the most efficient and reliable moving and storage services available, while adhering strictly to a policy of truth, honesty, integrity and fairness in all business transactions.” The AMSA will “promote the elimination of fraud, deceit, misrepresentation and unethical practices within the industry and to engage in formal disciplinary review of any and all members involved in such practices.”The [redacted]’s are hopeful that these issues can be resolved without the necessity of a disciplinary review, complaint to the Revdex.com or legal action. As a result they are seeking the following: return of the complete golf club set, including bag and shoes. In the event this is not possible, the replacement cost is $1,848, and is detailed below. With regard to the dining room table the replacement cost is $1,000.In the event the [redacted]’s do not receive reimbursement in the amount of $2,848 on or before July 30, 2014, they will consider all of their legal and equitable remedies, which will include a request for their attorney’s fees and costs.Sincerely,[redacted]AttorneyGolf clubs replacement costIrons - Taylor made graphite $799Driver nike covert 169Taylor made 3 wood 140Taylor made hybrid 16 deg 100Adams v3 hybrid $80Cleveland 60 degree wedge $110Cleveland 52degree wedge110Odyssey metal x putter $90Shoes foot joy Sport $140Golf bag roughly $110Total replacement cost $1848.00[redacted],Thank you for your providing us with your informative and thorough letter, although premature and unwarranted. As you mentioned, we did speak with the [redacted]’s regarding specific damage to a table and the speculative missing golf clubs. Already we have had our reputable and experienced repair man completely restore the damaged table. Regarding the golf clubs, Mr. [redacted] insisted on immediate compensation for the said clubs, to which we responded by letting him know we simply do not pull the checkbook out and compensate someone for a speculative loss. With any claim we must send a damage claim form to the Customer (emailed to the [redacted]’s on 7/8/14) and upon its return to ADM we then process the claim. The claim form clearly states to allow (2) two to (4) four weeks for processing. This time is necessary to perform a thorough investigation and PROPERLY address each item on a claim. We admit that we prematurely shared statements from the crew, with the [redacted]’s, that were hastily compiled in reference to the move performed days prior. Keep in mind that each Mover performs 12 to 15 moves per week, and some confusion was experienced when the specific crew responded to our inquiries over the phone. They were hastily asked to recall seeing a speculative item on one of many moves completed that week. Mr. [redacted], when asked what he thought had happened to his clubs responded with “I don’t know”. [redacted], in your letter you unabashedly create a scenario yourself, using words such as “possibility”, “apparently” and “may not have”, which clearly shows speculation on your part. The point we are trying to make is that a solid, black and white conclusion as to where the clubs are, if they even where there at all, has not been established. And it is not logical, fair or ethical to assume that the moving company is at fault here. You pointed out that ADM adheres to “a policy of truth, honesty, integrity and fairness in all business transactions”, which is true. We have not maintained an A+ rating, approximately 4000 moves per year, by doing otherwise. We also understand that you are paid by Mr. [redacted]’s to draw a line in the sand and threaten us with an impending deadline. At this time we recommend that Mr. [redacted], or you, contact the corresponding PD and file a report accordingly. Upon their investigation it would then be prudent to discuss any deadlines with us so that we may respond in a timely manner according to our truthful and contractual obligations. [redacted]AZ Discount Movers[redacted]Mr. [redacted] failed to mention that we went above and beyond and had a professional furniture restorer promptly do an in-depth, in-house repair of his kitchen table that was damaged. Also, we have yet to hear from the corresponding PD as to an investigation of any kind being performed. Again, as stated above; Upon their investigation it would then be prudent to discuss any deadlines with us so that we may respond in a timely manner according to our truthful and contractual obligations. [redacted]AZ Discount Movers

Review: I chose AZ Discount Movers based on the recommendation of my realtor because my house sold to the first person who viewed it and I knew that with a short escrow period time was of the essence. Because my realtor knew of several people in my community ([redacted] in south Chandler), who had used the movers without any incidents, I did not read the reviews for AZ Discount Movers on [redacted]; I took the word of my realtor instead.

I scheduled my move without difficulty and paid my deposit. The company called prior to the move to reconfirm the date and time.

The movers were approximately 1/2 hour late but had called me at the expected time of arrival to tell me they were on their way to the [redacted] house.

[redacted], the team lead and his co-worker came into the house and [redacted] and I walked through the entire house and garage to make clear what they were moving. I had some boxes of fragile items that I moved in my vehicle. They did no packing since I had all the boxes ready to load.

[redacted] was so hyper that I was concerned; did he just have too much caffeine or was he just naturally hyper? His movements were frenetic and he literally was like a jumping bean. Because I did not think he would pay particular attention if I just talked to him, I asked [redacted] to walk to my office with me and at that time I pointed out to him that my office furniture was new, never used and asked him to take whatever measures necessary to ensure that the desk, 2 file cabinets and double door glass bookcase arrived at the new residence without a mark on them.

I reiterated this a number of times as they began to take furniture out of the house. I did not watch them pack the truck but based on the amount of damage to the desk, both file cabinets and the bookcase I think it's safe to assume they were not wrapped properly. To think that all 4 pieces suffered damage that will require a furniture restoration expert boggled my mind considering how I made it a point to ask that those pieces be handled very carefully.

Once the office furniture was in place at the new residence I saw the damage on the desk and called [redacted]'s attention to it. He then wet his index finger and rubbed it over one of the damaged areas and stated that sometimes a person could find markers the same color as the furniture and that should cover up the damage. I replied that markers don't fill in indentations in real wood and that didn't seem like a feasible course of action to me.

In addition to my office furniture they damaged the following:

1.) My bedframe.

2.) One of my nightstands.

3.) The pulls on all of my bedroom furniture (I believe the metal pulls reacted to the shrink wrap which was applied first instead of after a moving blanket was covering the bedroom furniture. The pulls were brushed silver and after I looked at them they had striations and rough spots on them which I could not remove. They need to be replaced on all pieces of the bedroom suite.

4.) My coffee table.

5.) The console table that matches my living room furniture.

6.) My ironing board ended up in two pieces since they compressed it so much that it snapped the rod that allows you to raise and lower the board.

7.) The base of my 42" plasma television has two pieces broken out of it. They loaded the television in the back seat of the moving truck without any covering and it ended up scuffed. The pieces broken out of the base must have happened when they were bringing it into the new residence since I found the pieces on the living room floor.

8.) My portable Singer sewing machine was dropped and one corner of the base of the case is shattered. The cover still fits over the machine but the latch on that side is no longer useable which means someone would need to be strong enough to put their hands under the base of the machine to lift it. It is quite heavy and unless someone has a place where it can be left out all the time, it is not practical to keep.

I then called the company and spoke with the man who handles claims. He sent me a claim form and let me know that pictures would be very helpful. I took several pictures and used Certified Mail to send the claim form, the photos and a sheet of paper showing the other pieces of wood that I had found in the house but couldn't tell where they came from. AZ Discount Movers signed for the package on October 7, 2013.

I waited for about 10 days and heard nothing from them. Then I had a voicemail message stating that the needed additional information on the make/model of the television so they could order a replacement base, more information on the drawer pulls for my bedroom furniture, and more information about the sewing machine.

I sent him an email with all the information he asked for plus a picture of the drawer pulls and a picture of my complete office furniture set. I found those photos on the Macy's web site since that was where the furniture was purchased.

Then I didn’t hear from him again. I called and asked if there was anything else they needed. He said that his boss was on vacation and he would have the final say on the issue. I was very unsettled by this because it was delaying resolution of the issue and they hadn't bothered to send an email or leave a voicemail to inform me that his bosses' absence was causing the delay. He didn't tell me when he expected his boss to return to the office and could provide no timeline for working out the claim.

I informed him that I was anxious to get the process moving since I could not settle into the new residence because he had mentioned that it was possible his furniture restoration vendor might need to remove some of the furniture from the house to make the repairs. I told him that I would prefer to use my own furniture restorer because I trusted him. He let me know that they had a person they used and said they would have him, Tim, call me. I never heard from him and had no way to contact him. This has just been such a frustrating experience. I wrote [redacted] an email on November 15, 2013 (see below) and explained that I wanted a full refund for the move so that I could have my furniture repaired, I would like the base of my television shipped to my house and a few other things. I gave them a time frame to the end the following week and I never heard a word from them. I informed them that I would involve a third party negotiator if necessary. I stated in my email that we weren't talking about used or second hand furniture but in fact, the damage was to pieces of furniture that overall cost thousands of dollars.

I feel that I have more than accommodated the requests for information on the claim. When I asked about the movers he said that the workers come and go very quickly, which to me implied that they didn’t have much training. I am very upset about this whole ordeal. I don’t understand how a company with such outstanding reviews would do such a terrible job. I would not recommend their services under any circumstances.

This is the email I sent to Arizona Discount Movers. I have received no response of any kind from the company and particularly from the man working on my damage claim.

November 15, 2013

Dear [redacted],

I've reached the end of my patience and expect to see my claim finalized by the end of next week. If you can't see your way clear to meet that deadline, we can bring in a 3rd party negotiator. Your office has had my paperwork for 5+ weeks and even with a heavy workload I can't imagine it taking this long to assess the claimed damage ~ it's not complicated.

Because of the damage to the office furniture I have not been able to arrange the office to accommodate working in here. Basically, I have not been able to settle into my new residence and have had to live with this disarray since July ~ much too much time has passed and I don't understand why this claim is being handled so slowly.

We aren't discussing inexpensive, particle board furniture but in fact, between the damaged living room, bedroom and office pieces there are thousands of dollars involved. I have all receipts if you need to see them.

Here is what I expect from AZ Discount Movers:

1.) A full refund of my moving charges to pay for the furniture restoration.

2.) Replacement of my television base which should be shipped to my home address.

3.) Reimbursement of the cost of a new ironing board; I have the receipt if you need it.

4.) Funds to replace the drawer pulls on all my bedroom furniture (why didn't they put a clean moving blanket over the wood and then shrink wrap the piece? That's the correct method; how did they not know this?).

They treated each piece of wood furniture the same way; shrink wrap and then either attach a strap or in some cases they may have thrown a blanket over the piece.

I will use the refund from Arizona Discount Movers to bring in my own furniture restoration expert. Besides, I have not heard from your restoration person and he has had more than enough time to touch base with me.

I am also aware that you must assume responsibility for the moving team I had on that date. The team lead was clearly not quite right based on his erratic behavior and his non-stop talking along with his frenetic movements.

I would like to know what your plan of action is right away so that I can get my house in order.

Thank you and regards,

[redacted] Share on Band of Neighbors:

Yes

Company Response:

[Member name and information removed]

Dear [member name removed],

Thank you for the opportunity to respond to your concerns. We do regret and apologize for any delays that were experienced during the course of your damage claim.

In regards to our driver [redacted] is indeed high energy, and always moves quickly. Our best lead men are probably all type ‘A’ personalities, like [redacted], and all are subject to mandatory, as well as random drug testing. He has been with ADM for years and has an exemplary work record.

The issue at hand is our admittedly slow response to addressing the damages incurred during your move, and for this we wholeheartedly apologize. It was not our intent to purposely delay our response to your claim. We wish we could say that we maintain our A+ rating, represented by 4000 moves per year, because we are perfect. But this would not be reality. We maintain our A+ rating because we do take care of our customers and follow through with our contractual obligations.

The damages described in your review, thou seemingly numerous, are actually quite small and easily restored. The TV base is replaceable and the other listed damages appear minor as well. We will inspect the furniture knobs first hand, as we have never experienced shrink wrap causing any reactions to metal… even when placed in storage for great lengths of time. However, it is our desire to address your damages and listed expectations accordingly and promptly with hopes of restoring your furniture and confidence in Arizona Discount Movers.

Thank you for your consideration and patience [member name removed], and we look forward to speaking with you immediately.

Arizona Discount Movers

11-29-13

Review Photos:

Office Furniture

How the drawer pulls on my bedroom...

Buffet hardware

Chip from base of television

Full view of television

Bottom of office bookcase

One view of bottom shelf of coffee...

Bottom shelf of coffee table

Antique Buffet - hardware to right...

Buffet hardware

I will use the refund from Arizona Discount Movers to bring in my own furniture restoration expert. Besides, I have not heard from your restoration person and he has had more than enough time to touch base with me.

I am also aware that you must assume responsibility for the moving team I had on that date. The team lead was clearly not quite right based on his erratic behavior and his non-stop talking along with his frenetic movements.

I would like to know what your plan of action is right away so that I can get my house in order.

Thank you and regards,

[redacted] Share on Band of Neighbors:

Yes

Company Response:

[Member name and information removed]

Dear [member name removed],

Thank you for the opportunity to respond to your concerns. We do regret and apologize for any delays that were experienced during the course of your damage claim.

In regards to our driver [redacted] is indeed high energy, and always moves quickly. Our best lead men are probably all type ‘A’ personalities, like [redacted], and all are subject to mandatory, as well as random drug testing. He has been with ADM for years and has an exemplary work record.

The issue at hand is our admittedly slow response to addressing the damages incurred during your move, and for this we wholeheartedly apologize. It was not our intent to purposely delay our response to your claim. We wish we could say that we maintain our A+ rating, represented by 4000 moves per year, because we are perfect. But this would not be reality. We maintain our A+ rating because we do take care of our customers and follow through with our contractual obligations.

The damages described in your review, thou seemingly numerous, are actually quite small and easily restored. The TV base is replaceable and the other listed damages appear minor as well. We will inspect the furniture knobs first hand, as we have never experienced shrink wrap causing any reactions to metal… even when placed in storage for great lengths of time. However, it is our desire to address your damages and listed expectations accordingly and promptly with hopes of restoring your furniture and confidence in Arizona Discount Movers.

Thank you for your consideration and patience [member name removed], and we look forward to speaking with you immediately.

Arizona Discount Movers

11-29-13

Review Photos:

Office Furniture

How the drawer pulls on my bedroom...

Buffet hardware

Chip from base of television

Full view of television

Bottom of office bookcase

One view of bottom shelf of coffee...

Bottom shelf of coffee table

Antique Buffet - hardware to right...

Buffet hardwareDesired Settlement: Full refund of my moving costs so that I may have my furniture repaired.

Business

Response:

However, your demands for a full refund of the move are unreasonable at best. As you very well know, you opted to NOT purchase any additional (full coverage) insurance on the original [redacted] of lading and signed for the industry standard valuation of 60 cents per/lb per/article. Again, we are willing to go above and beyond our contractual obligations and follow through as indicated below. Please allow us to address your damages accordingly and move forward to resolve the issues at hand. We will have have our restoration professional call you to set up a time, at your convenience, for him to come out to your residence and appropriately address your furniture damages. He is an outside professional restorer who is extremely talented, experienced and reputable. Also, we will reimburse you for the ironing board and send you a new base for the TV. However, if you so desire to have your own repair man address the repairs we will adhere to the signed [redacted] of lading and pay the valuation, which you opted for, of 60 cents per/lb per/article for the damages. The said evaluation would be as follows:Office desk, 110lb Footboard, 35lb Sewing machine, 5lb Consule table, 15lb, Ironing board, 5lb Bookcase, 140lb TV base, 5lb Night stand, 20lb File, 30lb Coffee table, 20lb File cab, 30lb Buffet, 110lb - Total 525lb X .60 = $315.00The issue at hand is in regards to addressing the said damages according to the valuation chosen by [redacted]. She had the option to purchase additional full coverage insurance, but did not. The signed [redacted] of lading attests to exactly that. In good faith ADM informed her that we will go above and beyond to repair the damages… yet she refused. We also informed her that we would pay the 60 cents per/lb per/article, as stipulated in the signed [redacted] of lading… and again she refused. Steadfastly and unreasonably she insists we must reimburse her the full amount of the move ($945.00) so that she can fix the damages herself. (The realistic cost to repair all of the damages would not exceed $315.00) Even so, the services rendered for the move are a separate issue/transaction from the damage claim altogether. If [redacted] refuses to be reasonable we will resort to sending her a check for the $315.00 valuation.

Review: I was told about AZ Discount Movers through a coworker and called them up to inquire about their services. [redacted], who seemed to a be a manager of some sort, provided me with a price quote, and were able to meet my move in timeframe, or at least I thought. They stated that after reviewing all of my items, my fees would be $95/initial fee which would also be my deposit, as well as, $95/hour. Based upon the furniture and my moving needs, they stated that if I have everything prepared and ready it should take about 3 hours. I agreed to everything and my credit card was charged the deposit. A few days later, as my move approached, I called back as I was just a bit nervous and had been hearing that I was overpaying for these services. I spoke quickly again with [redacted] who assured me of my all my worries. He said that as long as I have everything ready it shouldn't take more than 3 hours. He also said to keep all items in the drawers as they will wrap everything very carefully. He said his job was to put me at easy during a stressful time, and that they handle everything with care and professionalism. He stated that they handle 4000 moves/year and they were A+ Revdex.com rated so to rest assure everything would be handled seamlessly. In addition, he offered me $85/initial fee and $85/hour because he wanted to better put me at ease. He couldn't have been far from the truth. A day later I received a call from [redacted], the scheduler, to again confirm my move and the time. He also assured me he would put experienced movers on the job and they would handle everything efficiently and professionally. I was feeling much better about things. He confirmed the window again of 12-3, but asked if they could come even earlier. I said that would be great, I just need to know that night so I could have everything ready. He stated he would call me that night if they were coming earlier. So I got everything ready, boxed and completely moveable to be as quick as possible when they arrived. I did not hear back that night so I just assumed they would come the next day 12-3. Well 12 comes and goes, 1, 2, and 3, and no one shows up. I decide to start moving things on my own as to not waste the day and this way it was less for them. 4 comes and goes and finally 5 I receive a call. It was from [redacted] the mover who said they were running late and would be there in 45 minutes. Mind you, I had called the home office several times to inquire about the status and no one was there as they do not have office hours on Sundays. Funny you would think they would should there be problems with the person who has hired them or their workers out in the field. Well 545 and 6 come and go, finally 7 (as its officially getting dark) comes up, and the movers show up. They look completely beat! Please also keep in mind that I had called [redacted] back a few times once he was beyond the time frame that he told me inquiring about where they were. His phone was dead and no one could pick up. They informed me of their awful day and how they had more work than anticipated because the other truck had broke down. Please also keep in mind that my initial fee was to cover a 24 foot truck, all the paddings and wrapping for my furniture and at least 2 workers. I had also initially inquired and told them I needed 3 movers for that rate but they assured me they were the best in the business and my one bedroom condo move would be a piece of cake for them. So the men finally came up and looked at my items and were simply exhausted. I had plenty of Gatorade, monsters, and water for them and we were helping them all the time to get things going as quickly as possible since they were now 7 hours behind schedule. They stated they had began work at 6, in 108 degree weather and just had double the work their boss had told them. I felt extremely empathetic but needed the move down since I had to be out of my place completed by the next day. So they proceeded with my items and did not treat them with care at all, throwing things over their shoulder, putting it upside down, etc. I just felt bad though because I knew they wanted to be done and I wanted them to be done too. Anyways, as they proceeded with the move they took their shirts off to their bare bellys and proceeded to move things. I was appalled but again it was so late and I needed things to be out. They additionally continue to vomit all over the grass in front of my building, I'm assuming from extreme dehydration after the long day in extreme heat they had. Again, I just needed to proceed. So they fill the truck and move half the items, leaving my larger furniture behind. Mind you they had a 24 foot truck and could have fit it all, but I think they just couldn't imagine to begin to tackle the larger items They moved the things into the new place, not making any note of all the labels I had put on the boxes and items, again to make for a smooth move. As they went to go get the rest of the items, a phone call was made to their supervisor, which must have been on his cell, because they were able to get ahold of someone. Anyways, I overhead their conversation and they were telling the supervisor that they were completely done and couldn't finish. It was 10 pm, they had been working ALL day, and all he could say was you need to finish and to take a small break. This of course would be at my expense since they were being paid hourly. I of course, should have not heard this conversation, but I did, and was appalled. Again, I had to overlook it we just needed to get this done. Please keep in mind through every trip in and out of my condo, they continue to vomit in the grass. I felt awful for them! So they go back to get the rest of my furniture and come back and start unloading at 1130! They start to bring up my dresser and as they were lifting it up with one guy holding one end and the other guy holding the other end, they get about half way up the stairs and the bottom guy falls backwards down 7 cement steps, onto his back, and the dresser falls down the steps onto him. I couldn't believe it! We ran over to see if he was okay and he just got up, like he escaped death, which is what literally happened. He didn't have time to brace himself as he fell backwards unexpectedly and the large dress, that I would guess weighs 300-400 lbs fell right on him. He walked away and the other guy ran down the steps and said F this, I'm done. I couldn't blame him! After a few minutes, they came back and said they couldn't finish. I felt for them so badly but was concerned on what would happen with my items still in their truck and me having to be out of my place. So at 1130 they left and we made note of the items still in the truck. I finally went to bed at 1, when my nerves had calmed down and FINALLY I get a call from the home office on Monday at 630 AM asking if they can drop off the rest of my things. I said of course. So at 8, two different guys came with the items. They asked about what had happened the day before and when I explained the story they didn't think much of it as that was the kind of company they worked for. They were quick delivery my things as there was not much left and they had just started work for the day. I asked about a claim form and they said their boss told them to leave my dresser in the truck to fix it. I said no way, the process is to fill out a claim and report it, as in what my paperwork stated. Then as they went to accept payment they had to call it in. They didn't have any mobile processors to process the payment and had to use their own cell phones to make calls. They didn't have any walkie talkies or anything either in their trucks which would have helped tremendously the day prior. So when they called it in, I finally got to talk to [redacted] again. I told him how deceived I was and what had happened and all of sudden he wasn't consoling me or telling me not to worry, he could care less. The movers wanted to get out of there, I could tell, and I needed to get stuff in order since I had several appointments to finish up the moving process so I agreed to [redacted]'s price of $80/hour for three hours. Honestly, this was a horrendous deal as he had told me originally that the move wouldn't take longer than 3 hours and had offered me $85/hour. Again, as the consumer, I was put in a terrible place as these two guys needed to get going and I was holding them back trying to voice to [redacted] my displeasure. It was a terrible moment and I was caught between a rock and a hard place. I told [redacted] I would agree to it, only because I wanted those guys, who were just doing their job, to be on their way, but I expected a call from [redacted], who I was told was the owner to further discuss and work out my claim on my damaged furniture. [redacted] said not a problem as he could not get off the phone quick enough. Again, I felt so deceived considering the great conversations we had earlier that week and his constant assurance that they were a great business, the price was reflected of their stellar work, and everything would run so smoothly! Well as I expected [redacted] did not call me back on Monday. Tuesday I did not hear from anyone. I called back on Wednesday and talked to the operator and told her briefly of my story and requested [redacted] again. She assured me he would get the message and call me back. No call back happened Wednesday or Thursday. I called them back again on Friday and let them know I was giving them one last chance to make things right. I talked to [redacted], and he treated me like he had never talked to me before. Funny, during our previous conversations he told me that he had daughters my age and was there to help to put me at ease. He also told me that he had a dog that recently passed away that is the same breed I had, so he was really going above and beyond to make me comfortable and make that personal connection. He appalled me even more the actions that had transpired as a result. I felt betrayed. Well [redacted] assured me that [redacted] would call me Friday and if he didn't, [redacted] would call me back. He asked for my number, like putting salt in the wound, as it was the same number, I had been calling them from for the last week continuously. In addition, when asking about my claim forms, he said well I can email you those, no problem. Again, he asked for my email which was the same as always, and said he would send that off. I told [redacted] that was my last ditch effort to try to handle things directly with the company as I knew all about the Revdex.com complaint process, as well as, the credit card dispute process since that's what I did for a living. I tried to make amends as best I could and give them every opportunity to make things right. Well its now Monday night, I have received no call, no credit, no explanation, no apology, and no claim form.Desired Settlement: 1. Refund for the entire move.

2. Reimbursement for my damaged furniture.

3. Apology from the owner. It sounds like he was not even made aware of the situation.

4. Out of office phone number available to employees and consumers to reach someone when people are showing up or need to be made aware of a situation.

5. Better employee working conditions. Work cell phones, walkie talkies, mobile processing for payments, work shirts, more workers on call to help with tough jobs. (I manage people and was completely appalled how they treated their work force. I was never blaming the employees as everything that happens, starts at the top.)

Business

Response:

[redacted]

RevDex.com

4428 North 12th

Street

Phoenix, AZ 85014-4585

To Whom it May Concern,

The information

shared at the beginning of the Customers Statement holds true. We routinely try

to put our customers at ease by informing them of our A+ rating and sharing

with them our outstanding professional track record that we have worked so hard

to maintain. We wish we could say that our 4000 plus moves a year have all been

perfect, resulting in our A+ rating. But we cannot. The A+ rating is a direct

result of exemplary performance AS WELL AS taking care of our customers

regardless of the circumstances or outcome. The performance of AZ Discount

Movers, experienced by [redacted], was far less than stellar and quite

frankly… embarrassing. To say that the move snowballed into something

unbecoming of our reputation holds true.

We have taken strides

to remedy the discomfort and inconvenience experienced by [redacted]. The total

hours logged at the job site was six plus a one hour trip fee (6+1). We

discounted the hours to a (2+1) which was less than ½. Full reimbursement of

the valuation (agreed to on the bill of lading) for all of [redacted]’s damaged

pieces of furniture.

Upon a close

evaluation of the move, it was determined that many operational changes would also

be necessitated to insure that these specific issues would not have the

opportunity to repeat. First,

we have discontinued booking any moves on Sunday and the office will be closed.

Since we do not have our full staff of personnel available to assist our crews

on a Sunday move, we will refrain from sending any crews out altogether.

Second, mandatory limitation of the total hours worked per/day, by all of our crew

members will be enforced. Third,

hydration and nutrition requirements for crews in the field will be implemented,

which prevents the possibility of fatigue nausea and/or sickness.

[redacted]">[redacted]

Date:

Review: Movers were ill prepared with promised/advertised packing supplies- no enough garment boxes and NO tape. The truck was loaded very poorly so all the belongings did not fit. The mover admitted this to us over and over that it was his fault that he loaded the truck "wrong" but he couldn't call the office and tell them that but he would "make it right" by coming back another day and picking up the remaining items with a buddies truck. Even after he did go back a day later he was still unable to deliver all of our belongings. The response from the company was less than helpful their only response was we had too much stuff. We moved a 3 bedroom 1450 ft sq home and we explained what things we were moving when we booked the service so it was not like we had a choice on size of moving truck.Desired Settlement: I would like the remaining items from our home to be delivered and I would also like a reasonable adjustment to the cost for all of the inconvenience of this entire experience.

Business

Response:

Thank you for the opportunity to respond and clarify the details of our valued Customers move on 6-19-15. I am not clear with the accusation that we did not have enough wardrobe boxes or tape. Each truck has a minimum of 6 wardrobe boxes and ample tape. Customer [redacted] did not request additional wardrobes when booking the move. If the crew was low on tape they would use shrink wrap as a substitute. Lack of a single damage is evidence that items were protected and secured accordingly. We did send one of our largest vehicles, a 28' truck, as the over the phone inventory from [redacted] indicated her 1450 sq/ft home was well appointed. Based on the said conversation we had no reason to believe it would not all fit on one load. As it turned out there was considerably more furniture and items at the residence than indicated, specifically in the garage, and it was evident that two trips may be necessary. One crew member, who realized he could have packed the truck a little tighter, took it upon himself to offer to return the following day with his own vehicle and transport the remaining items at no charge. At no time did the Customer insist that a second trip be done or attempt to call our office. The crew member, as promised, did arrive the following day, loaded his vehicle full and unloaded all at the Customers new residence. Upon return for the second load the Customer told him "don't worry about it" and sent him home. On 6-21-15 [redacted]'s fiance [redacted] called ADM and voiced his concern about her move. Following conversations with the crew, our Sales Manager explained to [redacted] that all indications showed that even if truck had been jammed tight, two trips would still be necessary. Keep in mind that there were two full pick up truck loads remaining. Again it must be noted that [redacted] did not request a second trip to finish the job on move day. Also, he cut our crew member loose after he completed one pick up truck full and returned for the second. These decisions were made solely by [redacted] and he did not deny making them. Even though he made the decisions to call it a wrap on his move, we still sent him a gift card for him and his fiance to have a nice dinner.Upon seeing the negative review, which was quite to our surprise, we made numerous attempts to call him and left messages for him to return our calls. All for naught. He has yet to return our calls. This is extremely frustrating for us when a Customer makes his own decisions, regarding completion of his move, and then proceeds to throw us under the bus to cover the willful choices he made.

Review: We hired this company to help us move in June 2015. Despite them being a little higher in price, we felt good about them because of the great customer service on the phone. We were told they wrap furniture and provide NEW mattress covers for all the beds. It was a completely different story when the movers arrived. 2 men showed up, pretty polite and they worked hard. But they dropped one of my dining room chairs off the truck- didn't even tell me about it. I saw the damage later after the left and my kids told me that they saw the guy drop the chair and he said "uhoh". I know accidents happen, but be honest!!!! They also threw our white linen sofa on the truck- no covers on it. The cushions were filthy. And same with our mattresses. No covers or bags. Nothing. Just threw them on the dirty truck. Our dining room table also arrived with new Knicks and scratches. I called and left 2 messages with the company and no response. I emailed and got a response from someone who had me fill out the damage report and send pictures. I did all that. And No response back, even after emailing the business again. The proper response time has been allowed on my part and I am so disappointed in this company and their customer service.Desired Settlement: I would like to be contacted and would like them to follow up with me on the damages report.

Business

Response:

Thank you for the opportunity to reply. As indicated by our valued Customer an excessive amount of response time was experienced. However, as shared with our Customer, she actually did not send in the damage claim form. We received photos but no claim form as clearly indicated in the email chain I personally shared with the Customer. It was explained to her that a damage claim folder and file is not created until we receive said form. As of this week we did settle the damages according to the valuation claimed on the Bill of Lading with Customer. In addition, we sent her a dinner gift card to compensate her for her time cleaning the sofa and mattress. She was very understanding and appreciative of the final outcome. FYI, the crew leader (driver) who oversaw the move and did not follow strict ADM procedures is no longer employed with us, due to repeated offenses. We do take this and every issue seriously and strive to maintain happy and satisfied Customers. Again, thank you for your time and consideration.[redacted]General ManagerArizona Discount Movers

Review: Company was employed to move. During the move tv ((40in) was cracked. Did not realize this until 2 weeks later when [redacted] came to install [redacted] and etc. Their ludicrous first offer was $49.00. I asked if this was a joke. I paid approx. $750.00 5 yrs ago. They said it had depreciated. They then sent a check in the amt of $100.00 and a [redacted] gift card and $25.00 gift card. I called and stated this was not an acceptable payment and would not cash the check and return the gift cards. I want to purchase a tv. Also, during the move my antique desk was damaged. They said the gouging and fresh scratches on the legs were pre-existing. I insisted that they document the damage when signing the invoice and take it to the furniture repair shop associated with the company. The desk was returned and had been repaired. I have several pictures of both the cracked tv, desk,. I am surprised at their business practices, as I chose them because of some good reviews on [redacted]Desired Settlement: I want a check for at least $400. I want to purchase a tv of the same size. The $400.00 is half of what I paid, but I do understand depreciation

Business

Response:

Thank you for the opportunity to respond accordingly. We perform approximately 3500 moves per year and maintain an A rating. This is not to say we are perfect, but we do take responsibility for our valued Customers and always fulfill our contractual obligations and quite often, in good faith, go above and beyond our obligations as indicated in the following narrative.

The Customer did mention that her antique desk was damaged, but she failed to mention that it only had very minor scratches. She also failed to mention that we delivered it to our furniture restoration expert, had it repaired, (this include marks and scratches that were pre-existing) and delivered it back to her. In regards to her TV, she contacted ADM ten (10) days after the move to let us know that, upon plugging it in, a break in the screen was revealed. Even though the time lapsed was excessive, and opened speculation as to how the damage may have occurred, we moved forward with the claim. We promptly calculated the inherent value of the TV using multiple web-based electronics depreciation calculators, based on the age (almost 6 years old) and model of the TV. We reimbursed the customer $100, which was actually almost double the current value of the TV, and provided her a $50 gift card as well. Please keep in mind that we are only contractually obligated to the valuation chosen by the Customer on the Bill of Lading, which is the industry standard of 30 cents per/lb per article. Based on said valuation we are only contractually obligated to reimburse her less than $40 for the two items. Yet in good faith we have provide almost $250 (45% of the total move) towards her claim.

Finally, the Customer did mention that her move was a disaster, yet failed to mention that she completed a post move survey form indicating the exact opposite. (all positive answers) She also failed to mention that she called immediately after the move to say “the guys did a great job”. It is evident that the Customer is unhappy about receiving a reimbursement amount for the TV that is consistent with realistic market values. We do regret that damages happen at all… and we regret that the Customer has resolved to mislabel the entire move as a “disaster”, which is clearly undeserved.

Arizona Discount Movers

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 am writing to refuting facts AZ Movers made in their last response First, the antique desk had some surface scratches on the top, which was never an issue, I never expected to have anything done with those. The front and back legs of the desk were not scratched, but actually gouged down to new wood. The movers did not attempt to deny the damage. As I stated the legs were repaired as they should have been by moving co.

Secondly, the issue of the TV. I did not know the TV was damaged, until it was turned on to connect to cable and the [redacted] tech found the cracks immediately upon connecting the TV. He states such on his work order. You can only see the cracks within the TV upon connection. So the issue of waiting 10 to report this, is ludicrous. How would I know it was cracked within, if it were not connected?

This TV was a 40 in Samsung, and was 5 yrs old in pristine condition. I have checked with ebay and Best Buy and the value of this tv is not $49.00 as they originally proposed. They knew it to be a ridiculous offer and so they changed the payment to $100.00. They sent a gift card for $25.00 and a Starbucks card which I never asked for and would not use.

I was emphatic and remain so that I want a $400.00 reimbursement for the TV. I will not cash the check or use the cards, I want to replace the TV.

As stated the individual movers worked hard in the heat, and were polite. it was a matter of not stacking and padding completely.You expect your furniture to arrive in the condition that it left the home. It did not!!

See attachments of damage: I will send actual photos to your office.

Regards,

Business

Response:

Thank you for the opportunity to respond accordingly. We perform approximately 4000 moves per year and maintain an A rating. This is not to say we are perfect, but we do take responsibility for our valued Customers and always fulfill our contractual obligations and quite often, in good faith, go above and beyond our obligations as indicated in the following narrative.

The Customer did mention that her antique desk was damaged, but she failed to mention that it only had very minor scratches. She also failed to mention that we delivered it to our furniture restoration expert, had it repaired, (this include marks and scratches that were pre-existing) and delivered it back to her. In regards to her TV, she contacted ADM ten (10) days after the move to let us know that, upon plugging it in, a break in the screen was revealed. Even though the time lapsed was excessive, and opened speculation as to how the damage may have occurred, we moved forward with the claim. We promptly calculated the inherent value of the TV using our multiple electronics depreciation calculators, based on the age (almost 6 years old) and model of the TV. We reimbursed the customer $100, which was actually almost double the current value of the TV, and provided her a $50 gift card as well. Please keep in mind that we are only contractually obligated to the valuation chosen by the Customer on the Bill of Lading, which is the industry standard of 30 cents per/lb per article. Based on said valuation we are only contractually obligated to reimburse her less than $40 for the two items. Yet in good faith we have provide almost $250 (45% of the total move) towards her claim.

We feel that the settlement presented to Ms. [redacted] is fair and we hope that she will stand by the conscious decisions she made on the day of the move regarding replacement valuation... she opted for no additional insurance.