ASAP Movers LLC

Initial Business Response /* (1000, 6, 2015/12/09) */
I would like to break this complaint down as best as possible, as there are many claimsTo begin with, I would like to note that the client's belongings were in fact in default, by two full monthsIn addition to this default, there was an
outstanding balance owed to ASAP Movers for a fine received from the client's vehicle being stored at ASAP MoversThough the client states that she was charged interest plus the initial fees assessed by the city to ASAP Movers, I would like to mention that this is incorrectShe knows this because I sent her a photo copy of the fine for her reviewAlso, notifications were emailed, and mailed to the clients last known address despite her claiming otherwiseI spoke to *** personally the final decline for payment, at which time she informed me she would resolve the payment, but needed further information sent to herThese items were picked up by *** ** *** not ***Though the client mentions a charge for $for storage, this fee was charged for the clients pick up and removal of their vehicle from our facility, and not a payment for storageAs the forms which I sent *** clearly show, her storage payment was declined on three separate occasions before being permanently removed from our auto pay systemDuring this time I was in contact with ***Though *** did contact me regarding missing items after her move out date, this has been a very confusing complaint, as one client stated two items, a dresser and a washing machine were missing, and this complaint lists several additional itemsThis clients belongs were defaulted and removed from our facility after a day periodThe items were placed in a 52' semi trailer to be transported to auction after the client was notified several times by phone and email of the defaultAgain, I would like to note that I spoke specifically to Sami Jo to inform her that there were issues with payment, and she stated she would be resolving those issues, but never didThese items were then placed at a separate facility until the auction dateI informed *** that though this occurred I would work with her to have these items redelivered to our facility for their pickup dateThis is all verifiable, as this semi is being rented by the transfer company who has transported this truck to and from our facility and their facility despite the customers claimsThese items were placed in a truck with several additional defaulted units in our facility, and therefor that is why the client claims that it was "mixed" with other clients belongingTypically, once a storage unit has defaulted the client does not have the ability to retain their storage unit and we wouldn't have a concern of worrying about where a clients items are located on a truck being delivered to auctionHowever, I was compassionate for the client and didn't want to see her losing her items if avoidable and worked with her*** is correct when stating that I contacted the authorities during the move out, as my movers called to inform me that a lady on site with *** was attempting to take the lock off of the Semi located at our facilityAny time a mover feels there is a safety concern I am required to make this callAt this point I also traveled to the facility to make sure that the peace was kept during the wait timeI called and spoke to *** during my drive down to the facilityAfter arriving, the situation seemed to be easily defused and I requested that law enforcement cancel my request for assistanceI never stated that I was onsite for the whole move....I am unsure where this information is coming fromHowever, I was there with the movers during the entire load of the Uhaul, and did not leave until after *** ** and her companion left***, though you were not present during this transfer load, as I explained to you, I was present the whole time and in my vehicle waiting for the load to be completed
Now for the most important part of my response I would like to mention that ASAP Movers was subcontracted by *** *** *** *** to remove the client from her apartment, as *** and I have discussed several timesIt is very important to note that the owner of these belongings *** *** was evicted from her apartment, and the items were removed by the complex prior to ASAP Movers obtaining themThese belongings were packed by the complex, and additional boxes were provided by ASAP Movers to collect the items which were still scattered around and unboxedThis would be the explanation of another persons name written on a box*** ** did not provide any boxes for her move, and was not present for our loadShe was in UtahWe would never sort through a clients belongingsASAP Movers did not remove any items from *** dresser, this was done by the apartment complex who evicted her, with her permissionNo items were mentioned as "stolen" during the offload*** ** did later mention that a dresser and washing machine was not on her load after she had left; by text messageAt this point I informed her I would search for these items and give her the opportunity to pick them up prior to her return to UtahHowever these items were not located at our facility upon inspectionAlso, I believe I personally witnessed these items being put on *** UhaulI am unaware of any items located in the vehicle, and if they were located inside of the truck when *** came to pick them up that's because they were in storageThese items would have been removed by the apartment complex and not ASAP MoversWe simply towed the vehicle and placed it in our lot as requestedAt no point would we ever remove any items from a vehicle stored at our facilityThough *** has been very adamant that she requested with her original reservation for the vehicle to be stored indoors at a locked facility with ***, she did not discuss this with ASAP Movers, as we were subcontracted by alliance who took the original reservation, and there was never a request placed with ASAP to have this car placed in our locked facility*** and I discussed this one month after her move in date and was fully aware of this the whole duration of her stay (almost a year) and never requested to have the car transferredThe information included in this complaint regarding ASAP Movers and All Alliance Apartment movers being one in the same company is incorrect and ASAP Movers is in no litigations with themWe are unsure where the client got this misinformationAll Alliance Apartment Movers is located in Houston Texas and owned by *** *** who can be reached at XXX-XXX-XXXX for verificationI would like to notify *** that these accusations will be mentioned to our attorney today, and we will pursue legally in court if the slander continues on the Revdex.com website, or any other website which ASAP Movers may use in order to obtain business
***, I'm sorry to see that you believe I mislead you in any way, as I felt we had a great relationship during the course of your stayI went above and beyond my processes with you in order to help you obtain your defaulted unitASAP Movers will be unable to meet your request for resolution as we do not have your belongingsAs I stated previously, ASAP Movers did not remove the items from the Sami's home, and is not responsible for items that were lost, stolen, or damaged by the complex
In regards to *** mentioning that she has read many reviews online for theft of property, it is important to mention that ASAP Movers had our name stolen for a period of years by a separate entityThis has resulted in ASAP Movers receiving various complaints online which are no reflection of our companyWe have fought this legally in court for over two years and won a lawsuit for damages made to our company as a direct result of these complaintsPlease note that the Revdex.com has added specific text to our page informing our clients that we are not to be confused with this other illegal entityThe Revdex.com is fully aware of these legal actions if you would prefer to request proof from them
ASAP Movers has an A- rating with the Revdex.com for a great reason! We have been in business since 2009, serving several thousand clients with virtually less then complaints in the course of the full time of operation with the Revdex.comWe are very friendly, & we work with our customers when they don't pay their bills on timeYou would know this as aside from the final two defaulted payments, we worked with you and waived late fees on several other occasions when payments were not received on time
I would be happy to provide copies of the bill, and signed contract where *** ** states she was happy with our services, the fines assessed, and my receipt for paying these fines if requestedWe would request removal of this complaint, as it is fraudulant and false

Initial Business Response /* (1000, 6, 2015/06/26) */
For the Revdex.com's review I will be providing a copy of the email confirmation sent to the customer, copies of our contract and consumer advisement, and emails exchanged by the customer and myself which contradict many of the statements made in this...

complaint. On June 19, 2015 this customer reserved our movers for a full-service move on June 20, 2015 at 9:00 AM. He requested packing services,loading services, unloading services, and unpacking services. ASAP Movers provides free boxes and supplies for all customers who purchase this service. However after the customers move took longer than expected by him, he decided he no longer wanted the movers to unpack. At this point he was given the option to purchase the boxes and supplies as the rate of $250. This is provided on the contract as an additional charge and is not a deposit. Full details on our packing service and box rules and regulations are listed on our website and in our brochure for his review. At no point in time was this customer offered an option for ASAP movers to purchase the boxes back from him.
Mr. [redacted] resided in a building with a walk to the truck appx. a football fields length. Also, on the date of the move the customer did not reserve his elevator at his complex. Due to two additional families moving in to the building at the same time as our customer, there were major delays between trips to and from his apartment. At no point has ASAP movers cheated this customer, lied to this customer, or threatened this customer in any way. ASAP Movers collects before unload as you will see on the spot noting so on our contract. This spot has its own signature line he agreed to. This was not to bully him in any way.
The customer states in an email to me that it is written on his contract that his box fee was refundable. Please review the contract for verification that this is incorrect. I would also like to mention that this customer contacted law enforcement regarding this matter on the date which he sent his mover a request to return his boxes. After the mover informed the customer that he was unable to return these boxes he sent him threatening text messages on two separate occasions. Law enforcement agreed we were within our legal obligations.
ASAP Movers does offer a 5% student discount to seniors, students, and military with proper ID. We would have gladly offered this service to the client had he requested it while going over the bill. However, if a customer does not mention that they are a student at that time our movers will not know!
I would like the emails included on our Revdex.com page if this review is to be viewed by our potential clients. ASAP Movers takes great pride in our company and our no hidden fee guarantee. The client is responsible for the unnecessary delays at his apartment complex and though we are sympathetic to his budget, we cannot be held responsible for delays and long carries which may take longer for a mover to complete the customers job. This is also on the website and brochure for his review.
As for the customers resolution, ASAP movers charges hourly with no minimums plus a one time dispatch fee to your location. This was explained during the reservation, provided on our website, and included on our contracts and confirmation emails. We will not offer the client a refund or purchase his boxes. We do our very best to make everything simple. We provide an all inclusive service and offer a 100% no hidden fee guarantee.
We request that the customer provides proof of an $890 estimate from ASAP Movers, and proof of any mention that ASAP offered to buy back the boxes. You will see it noted on our website that we state specifically that we do not. We also request he keeps contact with the office only and does not contact our movers. We are at XXX-XXX-XXXX and [redacted]@gmail.com
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 8, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1.I have the property map and the leasing office on my behalf, they can provide the exactly distance to both elevator. Which is obviously not a football field length.
2.I have the contract that I signed (Which your employee didn't tell me there is a contract in the back.). Because your employee said that is a deposit, I see they put in the additional charge line. So I had ask your employee to write down the word "deposit" next to the $250. You can take a look at the original copy. Or I can provide it to you for sure.
3.I have the student ID too, so the discount must be applied to me. I can provide it too, and it will be verifiable.
4.I have take the pictures of the things that left in the old apartment. The most ridiculous one is they left it in the corner of the hall way to elevator.
Final Business Response /* (4000, 17, 2015/07/24) */
[redacted] After reading your rebuttal I have taken the time to meet with your movers for about an hour this afternoon to discuss how to properly inform a customer of our box policies for the future. Though I apologize for any inconvenience I will be unable to reimburse you for the purchase of your boxes do to this policy being clearly listed on our website. I am however prepared to offer you a reimbursement for your 5% student discount which was not applied to your move on your move date and I do apologize for this oversight. I would also like to offer you discount card for a future move with ASAP Movers. This card will entitle you to moving services at a $59 per hour rate for your next move and does not expire. Please let me know if you are interested in my offer, and if so where I may send you mail. Thank you for your consideration
[redacted]
Final Consumer Response /* (2000, 19, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is the way to do the business. As very beginning of the complaint. I felt really disappointed at you. But now I change my mind. You actually want your business to going well. So Since you admit your employee have the fault and apologize for that. I totally feeling better now. So I can accept your offer and apology. I will be happy to doing the business with you again. Just for the future preference, training is very important to eliminate any further trouble in the business. When the things happened, as a boss of the business, we have to investigate before auguring with the customers. I will give you a chance in the future to see how you improve your services. I will still use your company in the future. Please send the mail to Revdex.com and let Revdex.com to transfer the mail to me if it is possible. [redacted] XXXXX [redacted] XXXXX)

Initial Business Response /* (1000, 5, 2015/07/16) */
ASAP Movers denies that the extensive list of damages that was emailed by [redacted] per our request were caused by our movers. ASAP movers denies misleading the customer to signing our additional waiver of damage due to prior damages on said...

furniture. Despite [redacted]'s claims that the movers accepted responsibility, they deny such claims and state that they requested the additional damage waiver after the move had began in order to protect themselves from [redacted] who they believed would be filing a damage claim for many nicks, scratches, and dents found throughout his home. This waiver was signed by the credit card holder, who paid for the reservation and move. Despite [redacted] claims that I refused to call him back over damages, that is also incorrect information. I received a phone call from [redacted] on the day we spoke while I was on the other line with another customer. He sent in a very threatening text message during this phone call and I called him back right after completion of that call. In no way did I try to avoid him, and he should understand that I am the only one in the office to accept phone calls, and July is a very busy moving month. I apologize if this inconvenienced [redacted] is correct when he states that the movers had ran out of stretch wrap the morning they arrived for his move. When I received a call from the movers to explain they had missed this during morning truck inspections, I sent stretch wrap to the customers location right away. Again, I apologize for this oversight. However, I felt that I had remedied the situation right away. Though [redacted] claims that he heard his movers state that "since the furniture was not brand new in the box..." from our movers, he is actually mentioning our first signature line which explains our insurance policy. This is irrelevant as this policy was later waived by the paying customer during the move due to damages found throughout the home and furniture which was specifically mentioned during reservation. The paying customer was very satisfied with the job completed on the move date, and left a great review written on the contract for the movers. We are sorry that ** felt they were incompetent. As I mentioned to him, all ASAP Movers professionals are trained by onsite staff and come from other companies with outstanding references. I spoke to both movers extensively regarding this move and they both reported that they had thought the move had went very smoothly. Both movers have worked with ASAP Movers for approx. 3 months, and neither have a complaint record.
-I was contacted by [redacted] during reservation and he specifically mentioned a china hutch to me that would need to be moved. He expressed that it was fragile and additional precautions would need to be taken to have this piece moved correctly. Prior to dispatch on the morning of his move I discussed the piece with the movers and we went over additional precautions they should take to handle the piece safely. After dispatch I received a call from the movers who were now on site at the location. They stated that during morning checks they had overlooked the fact that their roll of stretchwrap on the truck was basically exhausted. I explained that I would send out another roll and ended our conversation. Right after, I received a phone call from [redacted] expressing that my movers had forgotten the wrap and he was very upset. I explained that I had already received a call and had stretchwrap in route to his home and it should arrive in 15-30 mins. After additional movers had called to inform me that they had delivered the wrap, I again touched base with the movers. They informed me that the paying customers boyfriend was being very difficult, demanding that they handle things outside of protocol "due to his experience as a mover in the past", and pointing out nicks, scratches, etc. on pieces of furniture that they had not in fact moved yet. Due to our conversation about the china hutch and additional precautions that were to be taken that morning they were calling to inform me that the Hutch had been taped with blue painters tape in two seperate locations and was broken. He stated that he had requested an additional damage waiver from the customer, before moving this piece due to the visible damages, because he was very concerned with [redacted]'s claims that they had scratched and damaged items within the home that had not yet been moved. I was satisfied with this request and the movers continued their day. I received a voicemail the following day from the prior evening stating the movers did a terrible job, were not capable of moving, and had caused extensive damages. I called [redacted] and got a description of his events and let him know I would speak to the movers ASAP and get back to him. During this call the customer stated that the movers would agree they had caused the damages. This was not the case. The movers both expressed that at no point did either mention they were a "newbie" or were incapable of handling the furniture. They expressed that [redacted] was difficult, and pointing out damages they did not cause. They stated that he was trying to tell them how to carry and wrap things "quicker" because of his past experience as a mover. They stated that they began to get nervous when they seen the hutches condition, and recalled my specific instructions to prepare for this piece. They then collected the additional damage waiver stating that ASAP Movers was waived from any and all damages.
I spoke to [redacted] on two seperate events regarding this matter and have received additional text messages to our office phone number with insults to myself and my staff as well as threats with the Revdex.com, etc. I listened very carefully to [redacted] and explained thoroughly the movers version of events. He seemed very, very upset over the china cabinet, despite the movers claims that there was prior damages.
I do work very hard to keep all ASAP Customers, customers for life and because of this I offered to have the glass repaired by a professional. I refused to repair the 10+ Items of furniture which I was sent photos of by [redacted], his door frame, and his banister. After I expressed that I would not cover this extensive list of damages because I had never received a complaint phone call from [redacted] or the paying customer during the appointment, and the movers had requested a damage waiver to protect their self and the company he began making insults, cursing at me, and sending me text messages with threats to damage my company.
I want to point out that the Revdex.com has received many copies of our contracts throughout the year, and it should be apparent from those contracts that we very rarely request that a customer fills out our additional damage waiver waiving all liability. This was necessary for the clients home due to the damages already present. In no way did ASAP Movers try and cover for damages that we caused.
As to the desired resolution, ASAP Movers would not have repaired the glass. ASAP Movers, are movers. We would have gladly provided a professional to repair the glass. [redacted] declined my desired resolution. He also denied a positive review left by the client and expressed that the movers did a terrible job. Due to the events that have occurred with this case, we will not be offering any damage replacement as the customer waived ASAP Movers of all damages due to preexisting damage to her furniture.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from ASAP movers is unacceptable. There are very many untruths in their response. I want my original complaint to remain on record at Revdex.com.
First, the only positive feedback that was made was "These guys worked their butts off!!" See attached photo. It is on the form and it is my writing, not the paying client. It is true the guys worked hard. It is however, also the case that they were unskilled at the job.
It is false that there was previous damage to the china hutch with the class doors. The movers did point out some peeling veneer on a different old hutch, and we accepted that fact. This had nothing to do with signing of the damage waiver. It is an outright lie that there was blue tape on the fine china hutch indicating damage. It is also an outright lie that the one guy did not state he was a "newbie". The majority of the pictures were of damage done to my house, not to furniture moved. That is the bulk of the complaint, not problems with the furniture. It was the extreme lack of skill of the movers that resulted in so much damage to the house, doors, walls and railing systems.
I would invite the management of ASAP movers to come visit the property WITH the two movers. I would like to have the movers look me in the eye, with their managers present, and personally make to me the statements they supposedly made to management and to deny the statements they made to us.
I will freely admit that I got very agitated on the phone with ASAP movers phone person, because she failed to call back for two days after she promised to. It was only after my threatening text that she called back.
I am not going to address every untruth in the companies response. But there are many.
Once again, if this company has any sense of customer service they will personally come visit the home, with the movers, see the damage for themselves and respond accordingly. The movers were very nice (but incompetent) young men and I don't think they will lie to my face.
Final Business Response /* (4000, 9, 2015/08/11) */
Im afraid my prior resolution option will be the only one I am able to offer due to the customers signed agreement. At no point did I ever avoid you by phone Mr. [redacted].