Stefano Francescut, CFP

Complaint: ***
I am rejecting this response because:We have attached, copies of the estimate that was given to us We understand it was an estimate, what we are upset about is the $dollar overage, The slow movers did not have to pack anything that they are saying they had to pack, which in their words said they had to pack "clothes, dishes, glassware, pictures, artwork, etc." Also, there is no mention in the estimate about a 13% fuel surcharge, which amounted to $ I checked the price of fuel on April 12th, it was $per gallon We are very disappointed in the service we receivedIt was a very expensive lesson to learn
Regards,
*** ***

ALL SUPPORTING DOCUMENTS ARE PROVIDED AT THE TIME OF SIGNING DELIVERY RECEIPT AND OR COMPLETION OF JOB. THE JOB HAS NO BEARING ON THE MOST RECENT MOVE AND ALL DOCUMENTS WERE ALREADY PROVIDED AT THAT TIME.THE RECENT MOVE BILL OF LADING WITH ALL SIGNITURES AND PROOF OF AGREEMENT TO ALL RATES AND TERMS AND CONDITIONS WERE ELECTRONICALLY SIGNED AND EXECUTED AND WOULD AUTOMATICALLY BE EMAILED TO ADDRESS OF RECORD AS DESCRIBED TO MR *** SEVERAL TIMES HOWEVER, WHEN MR *** STATED HIS WIFE DELIBERATELEY REFUSED TO SIGN DELIVERY RECEIPT THE DOCUMENTS WERE NOT AUTOAMTICALLY SENTUNTIL SUCH SIGNITURE IS ACTUALLY SIGNED THE DETAILED BOL WOULD NOT BE SENT AUTOMATICALLY DUE TO THE PROGRAMMING OF SUCH SOFTWARESINCE IT WASNT SENT VIA AUTOSEND A SCANNED COPY OF THE CURRENT BOL WAS SENT TO THE ADDRESS OF RECORD WEEKS AGO.AMS HAS PROVIDED AND COMPLETED THE ORDER FOR SERVICE THAT WAS SUCCESSFULLY EXECUTED ON MOVING DAY AND ANY AND ALL DOCUMENTS WERE PROPERLY FURNISHED AT THE TIME REQUESTEDANOTHER COPY OF THE BOL IS AVAILABLE UPON REQUEST ANYTIME VIA EMAIL AMS HAS SATISFIED THOIUSANDS OF CLIENTS BOTH WHEN ALL WENT PERFECT AND EVEN THOSE FEW THAT WERE NOT SO PERFECT AS WE RECOGNIZE WHEN THERE MAY BE MISTAKES MADE HOWEVER, IN THIS CASE WE WERE ALL DOING SO WELL AND PRODUCING THE RESULTS WANTED UNTIL IT WAS TIME TO COLLECT. AS IS WITH EVERY MOVE ALL ARE UNIQULEY SPECIAL WITH CHALLENGES, OBSTACLES AND CIRCUMSTANCES THAT MAKES THEM ALL UNIQUE AND NO ONE MOVE COULD POSSIBLY BE COMPARED TO ANOTHER THAT OCCURED YEARS AGOMR *** HAD IT ALL PLANNED THAT HE WOULD DECIDE HOW MUCH HE WAS GOING TO PAY AND WHEN WE PRESENTED THE CHARGES AS AGREED HE BEGAN TO STALL, MANIPUALTE AND DO EVERYTHING HE CPOULD TO AVOID PAYING FOR THE TIME SERVICES AT THE TIME THEY WERE PRESENTEDTHE MEN WORKED DILIGENTLY IN THE HEAT OF THE SUMMER WITH PRIDE AND TO SUGGEST THEY WERE DOING SOMETHING WRONG BY HELPING EACHOTHER STRETCH THIER BACKS SHOULD TELL YOU WHERE MR *** IS COMING FROMWHEN MR *** REALIZED HE WAS WHAT WAS HOLDING UP THE DELIVERY PROCESS BY ANOT BEING PREPAIRED AT DELIVERY WHICH IS WHAT EVERYONE IS MADE AWARE OF INCLUDING MR *** AS WE DID THE SAME PROCEDURE EVERY MOVE BEFORE, REPETEDLY SAYING HE DIDNT HAVE THE MONEY TO PAY AND WAS ATTEMPTING TO NEGOTIAOTE HOW AND WHEN HE COULD PAY FOR HIS SERVIVES PROVIDEDALYTHOUGHH I ENCOUNTER MANY FAMILIES STRUGGLING WITH FINACES AND USUSALKLY WHEN THAT MAY CONFLICT WITH HIRING A SERVICE PROVIDE IS DISCUSSED LONG BEFORE TH SERVICES ARE PROVIDEDIN THIS CASE MR *** WAITED UNTIL MY MEN WERE UNLOADING HIS BELONGINGS TO BEGIN TO EXPLAIN HIS SITUATION AS A TOOL TO I GUESS NOT COLLECT 100% OF PAYMENT???? MR *** SAYS WE SHOULD HAVE WORKED WITHHIM SINCE HE WAS A TRUSTED CLIENT.....THIS IS EXACTLY WHAT MR *** USED AGAINST AMS TO ATTEMPT TO CONTROL HOW MUCH HE WAS GOING TO PAY INSTEAD OF WHAT WAS ACTUALLY DUE AS A RESULT OF MANY WORKING HOURS ON THIS UNIQUE RELOCATION TO A WHOLE NEW ADDREES. IRONICALLY AFETR MR *** RELAIZED NEGOTIATING CHARGES OR REFUSAL TO PAY WAS NOT WORKING SUDDENBLY THE MONEY APPREAREDAFTER WAISTING CRUCIAL TIME ATTEMPTING EVERY WAY TO COMPLETE THE MOVE WITHOUT FULL PAYMENT DID PAYMENT FIANLLY APPEAR.AS STATED PRIOR AMS COMPLETED THE WORK ORDER AS REQUESTED AND ACCORDING TO THE TERMS AND CONDITIONS OF THE BOL AND SEE NO REASON TO AWARD A REFUND AT THIS TIME

Complaint: ***
I am rejecting this response because: No document with that information was ever signed,as I stated I called in to schedule the move over the phone because of the the quote. When I called in for the quote itself I called with the intent to pack prior to move all along, which is why we asked for a two day move. We are not having malicious intent to slander anyone in this case. We simply want what we were told, to be what we received. Plus that quote stated movers and we only received which prolonged the time to complete the work
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:  The owner claims that my massage table and equipment was "possibly put onto another outgoing shipment".  How is it that my massage table which was inventoried into the vaults that we paid for and locked up and secured, as stated in our contract, made it's way out of that vault onto some random outgoing shipment?  That seems baffling to me.  Also, the owner states that he purchased a table of equal professional grade and value, but I never received any documentation of that when it was said to have been ordered, or even after he claims he cancelled the purchase.  Since it was MY massage table and equipment that was lost/stolen, I would sincerely hope that I would have a say in what was going to replace my items.  The fact that I was not involved in any of that decision, is not okay, not professional on any level, and still a mystery to me.  I only said that I would not accept this supposed table, because no one told me what I would be receiving.  It seemed rather interesting that I was kept in the dark about what had been ordered to replace my belongings.  The Customer Care Team never contacted me.  I took it upon myself to contact them, but was no satisfied with how they wanted to proceed.  There was no talk of if I ever would be reimbursed for my lost/stolen belongings or if they would replace them, properly, as should be done.  They wanted me to sign a document and have it notarized that said that I could never dispute the matter in the future if I wasn't to even receive a settlement.  That did NOT sit well with me, as it wouldn't with most people who have had their belongings taken from them.  I am willing to move forward to resolve this matter, ONLY if I am offered a reimbursement of the cost of my lost/stolen belongings, with which I have provided documentation of exact product and cost, showing that my items were brand new.  If reimbursement is not an option, I am willing to accept a replacement, but ONLY if the replacement is for what was lost/stolen. This isn't rocket science for pete's sake...something was lost/stolen, receipts were given with exact description of items with pictures!  Those items can be replaced, exactly.  Being professional, means taking a loss sometimes when you, your employees, or company failed to provide a quality of service. 
Regards,
[redacted]

[redacted] entered into an agreement based solely at an hourly rated move for 4 movers & 1 van at $179.99 per hour plus 13% fuel and materials used as with any hourly rated job an estimated cost was given based on the plan discussed with [redacted] which was to include her to be...

prepared before movers arrived on moving day with all packing of clothes, dishes, glassware, pictures, artwork etc. etc. to be completed as agreed. Upon arrival these things were not accomplished as promised which then becomes the responsibility of the movers to complete more work that was described on estimators initial visit. "Time" is what all moving companies charge for and no matter who is hired to relocate ones household goods if the shipper promises to do one thing before the movers arrive and for whatever reason does not do it prior to movers arrival changes the entire scope of work every time! therefore changing the amount of time to complete work scope as in this case it was clear that's what happened hear. AMS doe not have any reason to prolong jobs or take extra time to complete a move is why we do not give binding prices so if the customer isn't sure what she will have time for will reflect in the amount of time to complete all services and materials used to complete the relocation needs. [redacted] was made aware of the estimated time was merely a minimum amount of time and based on how much she was able to complete prior to arrival will directly determine how much time movers were needed to complete relocation. In addition, [redacted] has stated she hasn't heard from anyone regarding damages? in fact [redacted] is aware there is a claims process and my claims department will make sure she is assisted throughout the entire process as promised and she is. It is the goal of AMS to reply to any shipper concerns right away and adhere to our agreement with [redacted] and will continue to do so with her and all our clients moving forward

Complaint: [redacted]
I am rejecting this response because:  The initial complaint was made regarding my bed the day of the move to my destination of Jackson, MS.  In fact, the guy who was dictating to the movers and said he was the Operations Rep ([redacted]) even received a picture of some of the damage.  He is the one who asked one of the movers to take a picture and send it to him!  He is the one who was so unprofessional!  Speak to your movers about his behavior!  I also spoke with your rep, [redacted], regarding issues on that day (May 30, 2016), phoned and texted him with pictures!  I placed all of this info with dates in my complaint with Revdex.com!  I even texted Mr. [redacted] with photos of the bed damage in July 2016, along with a request for status!  He said he forwarded everything to you all!  I was trying to be as patient as possible.  However, I completed the complaint to Revdex.com on May 30, 2017, which does meet requirements.  I even asked Mr. [redacted] if there was someone else I needed to contact within your company and there was no response.  He often reminded me from the beginning that if I had any problem to contact him.  All of these facts are just a repeat practically of my initial complaint to Revdex.com which obviously, you have already received.  I am very disappointed with your response.   
Regards,
[redacted]

The Revdex.com is not a branch of AMS and cannot provide a solution to the claim. please call my customer care team as instructed for further details about filing a formal claim for property damage. Thanks

You are correct, The original "estimate" was for $2340 without any packing services, I personally confirmed that afterthis was produced I was instructed by [redacted] that they would like to have everything packed by AMS now.... AMS always structuresits estimated in a very simoplifiued transparent way...

so if the shipper decides lat minute they need additional services it is easily accommodated. All my trucks are equipped with additional packing materials to accomodiate this type of issue which is not unusual that the shipper overstates what they will have complete prior to movers arrival and we are there to help however, origin and destination charges are billed by the hutr plus materiuals used. Yopu will clearly see in my attached document that was part of Miss [redacted] estimate order for services that we bill by the hour and that the original; estimate was when the shipper would have all packing done prior to movere sarrivbal. Obviously that did not happen and AMS did a compl;ete pack job that included mayterials and packing labor to complete the packing services. As fgar as "fine print" Miss [redacted] suggestes we deliberately used fine print..... The print used as you will clearly see is twice as large as the print used in this email...It is vclear and obviopus what AMS intented to do and how AMS would be billing for its services rendered and that is all AMS did ...performed according to the agreement. There will not be any refund for services rendered as the attempt to slander my family business in an attempt to get money back that was paid for servicers provided and to twist the facts around to support the story is inexcusable. Please read the 12 point font document for yourself and you will see that Miss [redacted] is frankly mistaken and will say anything to make what is clear to appear as something else... its simple AMS charged for time to pack/load/deliver/unload/install/ fuel/materials used to complete the relocation at $160 per hour which she agreed to throughout the entire process and signed at every checkpoint in this process time started/stopped and over again... see attached proof of order for services and description of what services were actually agreed upon and estimated charges at that time.... [redacted]

As is the thousands of satisfied clients serviced by AMS all begin with an agreed and confirmed rate all done by the hour and this was too. This is merely an attempt to misconstrue facts that occurred and its simple. AMS was contracted to relocate at an agreed rate and to completion. Long carries, stairs, delays by shipper, stalling to pay by shipper etc. etc. and an ongoing campaign to defame my business as well as the work performed the day of the move. As stated once before all the facts of this relocation have ben taken under advisement and does not qualify nor meet any cause for a refund at this time.

Complaint: [redacted]
I am rejecting this response because:I never was I set up for an afternoon appointment! Your men weee suppose to show up at my house between 7:30-9:30. When it was almost 9:30 am I called the office because no one had called us yet. They said they weee waiting on. 3 man crew because someone on our original crew called in so they only had 2 men available. I was nice and waited patiently calling in every few hours to see what the status was. No one called that they were on their way till 5:25 pm. And then to show up way past the scheduled time and show up unprepared without tools. To take apart the furniture with the tools I provided and then cut us short and not out anything back together at the new location because it was "late". That should not have been our fault. We requested a morning appointment to make sure we got everything taken care of. They wouldn't stay to put things together even if we would pay for the time because again they said it was "too late". Lack of professionalism, less than par customer service, lies about what services they provide. 
Regards,
[redacted]

Every job is covered under a standard level of valuation coverage of .60 cents per pound per article at no additional charge and its sole purpose is to cover minor damage that may occur during the moving process as it is not uncommon in the moving industry. Before every move date we...

contact customers to discuss any possible changes they may have or questions regarding billing and the collection process at the destination  which we call a confirmation call. During that call "valuation coverage"  is clearly described and additional coverage "Moving Insurance" is offered in addition to the basic coverage and available to purchase prior to the move date. The description is that you the "customer" have the opportunity to consider purchasing "FVP" full value replacement protection in the event of any significant damage occurring during the moving process over and above the basic coverage of valuation described prior. The benefits of this policy and coverage is clear and it is the responsibility of the shipper to decide whether to purchase "FVP" or decline "FVP" . Mr. [redacted] declined the "FVP" . AMS relocates hundreds of customers across the [redacted] area and surrounding areas every month with great success and occasionally there are hiccups along the way. AMS customer care department is in place to ensure every customer concerns are addressed and dealt with in accordance to the agreement made with each customer. It is AMS goal to satisfy all our customers and to work through any issues with respect and without prejudice and I have the most confidence that my customer care department is doing just that and has been doing so.

Complaint: [redacted]I am rejecting this response because:I am not distorting facts.  He has not spent more than 5 minutes with me in person (day after move); I am not sure how he has spent hours.  He has never returned phone calls.  He refuses to provide my 2014 detailed bill for comparison.  He doesn't even have the final signature he needs from us to generate a complete bill for this last move.  As I have explained to him (which he distorted in his response to you), my wife would not sign something that claimed delivery until they were finished delivering.  They left without coming back for a signature from my wife.  No one told her not to sign it, she decided that all on her own when she read what signing meant.  My wife and I are his customer, not just my wife.  I am not sure the point of his comments insinuating I "claim" to be her husband.  I can provide the marriage license if he likes.  Not everyone changes their last name.  I never agreed to that time on Saturday.  I asked for Friday afternoon, he couldn't make that day.  I was so frustrated that he couldn't even make himself available at my convenience, after all that has gone on, I didn't respond until today when I saw this ridiculous response of his.  I did not threaten anyone (exaggeration), I did not deny payment, I asked tough questions about how much I could pay... it was very obvious I was trying to figure out how to get them paid and how to keep myself from being extorted.  I am working on finding time, apparently at his convenience, to meet with him but I have work and a life too.  This matter will not go away just because he decides send inaccurate responses to you in hopes I do not reply.  [redacted]s response worries me.  If this is how he responds to you, I know a conversation with him is pointless.  Still, I will meet with him anyway so we can move this process forward and you can give his company the rating it truly deserves.  He is not interested in truth, he is only attempting to discredit my statements with lies and misinformation.  Sad really...  I am attaching all my correspondence with him so you can read for yourself how these emails played out.Regards,
[redacted] (husband of [redacted])