ComplaintsforAAA Movers, LLC

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the 28th of June, the AAA Movers were in the process of moving in my furniture to my new apartment. I was moving apartments within *******. I attempted to reach out to the company's contacts several times as the movers broke my dining room table, the shelf of my crystal display cabinet, they chipped my glass coffee table, and ripped my Waterford lamp shades because they did not wrap them. There were also several other pieces of furniture they had caused damage to. The movers also left without giving me an itemized receipt of the costs and they charged my Mastercard without my authorization. There were two separate charges that I had not approved. When I complained to the moving company they asked for photos and videos, which I sent. After I sent them all the information they asked for, they have been unresponsive. I tried reaching out via phone calls and emails to their customer service line.

  

  Business response

  09/10/2024

  *****,
  You were scheduled for a 4 man, 1 truck move on 6/28/2024 with a 9am arrival. We estimated it would take 8 hours based on the weight and constraints stated pre -move survey that was conducted with our moving coordinator. Our crew of 4 men arrived at 9:30am due to traffic in the area. The job lasted until 8:15pm. In regards to the damaged table- the crew identified its unstableness and advised that it should not be moved in its condition. This warning was ignored, and they were instructed to move it. We are willing to cover the damages to the table per the valuation coverage selected of .30 cent/lb. per article. In regard to the additional time needed.-According to multiple sources, an elevator reservation was needed at the destination location, required by the building. This task was not accomplished. After interviewing, it was found that this conversation took nearly an hour before the building allowed AAA Movers to perform our services. AAA movers informed the customer that storage and waiting until the next day would be an option at no extra costs. This would help with labor fatigue and to ensure elevators were reserved. This option offered by AAA Movers was denied. AAA movers pushed through and completed the move while using an unreserved elevator which caused delays. We have your claim with your dining table and are prepared to offer reimbursement for it. Our ************* team has been in contact. Please advise on how you would like to proceed with the table with regards to settlement based on the valuation or having a repair tech come out to make repairs as needed.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired AAA movers LLC located in ************ IL to move my furniture 4 blocks away on June 12th 2024..The contract stated : 1 Sofa 1 ************* center 1 china cabinet 1 dining table 6 chairs 1 cabinet 1 bed 1 armoire made of 3 parts to be dis assembled and reassembled after transportation They came on 12th picked up a few items and told me they would come the next day to complete the job. They coerced me into paying them $1900 the full amount calculated by them for 7 hrs ,to remove a few pieces of furniture ,the next day, on the 13th I called the company and to my dismay , was told the account is closed they are not coming back,,they would not even talk to me ,I COULD NOT EVEN FILE A CLAIM concerning the damaged of my expensive furniture ,I had to hire another company to transport the china cabinet the rest of the armoire and the other cabinet which cost me another $900 .The authorities should close that business scam, because reading the reviews , what happened to me happened to others also. I am not their first victim .Please advise me ,thanks,*********************************

  

  Business response

  07/30/2024

  Our team called in when the arrived at the site and let us know that there were more items than what were mentioned when we gathered the inventory from her move. She kept insisting that what she told us was correct and continued to repeat the furniture items, but her place was completely packed with stuff and there was more furniture then what was stated during estimate. This was not just a few furniture pieces and we let her know that the estimate was only accurate to the information that she provided and the move was going to take longer than the estimated time. There were tall wardrobes in there that we would not be able to move. She had been living at this place for a very long time and while she lived there, the place had put in some banisters. The wardrobes were too big for us to take downstairs because they would not fit with the banisters. She kept telling our team to break the ******** to move the items, but this is not something that we would do. For the wardrobes, she then wanted us to break them down and dispose of them, but that is not something we do. She also had told us that the rest of the items that were there she wanted to dispose of, but we are not a disposal services, so we wouldn't have been able to help with those items.

  We told her multiple times that if she wanted us to move the items after they are disassembled to a new location that we could do that, but that we are not a disposal service. After she had talked to multiple members of our team and was rude to them, we decided that we were not going to do any future business with her and that she would need to find someone else for future services. The amount that she paid our team was for the time that our team was out there to move the items. We are an hourly business, we did not coerce her into paying $1900. We moved her items for 8.5 hours and the amount that she paid was the final amount for the total time of services rendered. If she would have been prepared for movers and been honest about the amount of stuff we would have been moving, we would have given her a higher estimate. We had also sent out additional people to to help with the move that we did not charge her for in the final billing. 

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired this business for move out (6/1/23) storage, and move in to a new address (7/17/23).The day they moved our items out of the house they had one guy show up who wasn't supposed to be there, and one who was deathly allergic to cats, and was not told we had cats (covered at intake.) They helped to pack up our remaining items that we didn't get to, but they threw everything into wardrobe boxes, including already packed totes. What was initially supposed to be a 6 hour job ended up being 9 hours and they appeared to be intentionally dragging their feet. This cost us considerably more money than originally quoted.We had to store our items for about 6 weeks while we updated our new home. Once we were ready to move in, the move went much quicker. Unfortunately, even though they started loading up all our items from the warehouse at 8:24AM, they did not get to our property until after 11AM. we were given an ****AM arrival window. They were not at all careful with boxes CLEARLY marked "FRAGILE" and one guy even slammed a box full of glass items down on the driveway. Once we started unpacking we found several items that had been damaged. We are still in the process of unpacking and continue to find damaged items. We also seem to be missing some items and boxes that we know we packed. The movers also caused damage to our brand-new flooring in a few places.We have kept track of what is missing or damaged and reported that to customer care. We can provide this to you as well. Customer care was communicative until 9/11/23 and has since only responded to attempts to reach out once, even after warning them I would file complaints with BBB and the Attorney General.

  

  Business response

  11/29/2023

  Hello. Firstly, thank you for choosing AAA Movers for your move! We empathize and hear your concerns. It is not our intention to ever drag our feet or to appear to be doing so. It is our mission to move all of our clients safely and comfortably. We acknowledge we could have done better. Our customer care team shows in their system they sent a follow up request on 10/13 with no response. If you could kindly respond we would be more than happy to continue your claim. We also originally estimated a job time of **** hours and the job ended up taking 5.5 hours which we billed for. Attached is the original estimate with what was exactly billed. We are not sure where the 9 hours comes into play, so if you could graciously clarify, that would help on our end. Please reach out to our customer care team at ************. Thank you, have a great day!

• Initial Complaint

  06/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hired company for move 6/12. ******* normally sends a group of three. I requested a fourth mover to increase speed of job and reduce chance of damages. ******* overcharged from quote hundreds of dollars. Created damages at old apartment and new home, refused to reassemble all the furniture they themselves disassembled. The fourth man did no work for an hour and a half. But they still billed me for him. No resolution or contact from company after complaint made. ******* had negative review removed from ******* ******* should refund past of fee for services not rendered. *** was not completed as promised and no remedy had been offered.

  

  Business response

  06/22/2023

  Hello ****,

  I apologize for your poor move experience with our team.  I also see that there is a claim ticket that has been started to address your issues.  I hope our team will be able to get your sentiment of us back to a satisfactory level.  

• Initial Complaint

  04/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  March 26, 2022 They destroyed my $6k Daiwa massage chair. Then offered $75. I paid $1,037.73 Job Number 56219-1

  

  Business response

  04/13/2022

  The customer had called in on 03/14/22 to inquire about moving services for his upcoming move on 03/26/22. As our moving coordinator gathered the move details and advised of the moving estimate- the coordinator explained the valuation provided at no additional charge which is as follows:

  $.30 cents per lb. per article. The customer agreed with the moving estimate and terms and provided a deposit of $50.00 to hold the moving reservation for 03/26/22 on 03/14/22.

  The movers arrived as scheduled on 03/26/22 and prior to the move commencing, the customer was required to review the valuation terms and complete the following (this is noted and signed for on the attached **** of Lading)

  MOVERS LIABILITY: The shipper signing this contract must insert in the space below in (his/her) own hand writing, either declaration of the actual value of the shipment or the words "30 cents per pound" 

  The customer completed this and agreed to the terms of the $.30 cents per lb. Please see attached **** of Lading. 

   

  On 03/28/22- our customer care department received notification that there was a damaged massage chair. Attached please find the pictures provided by the customer. 

  During our review process of the claim, our customer care department informed the customer that the max ********* on the chair is based on the valuation selected prior to the move commencing at $.30 cents per lb. The customer stated he wanted to be reimbursed for $3,000.

  Our customer care department spoke with the team lead on the move and showed the driver pictures the customer provided. Immediately the driver stated that the location the chair is located at in the picture is not where he and his crew member has placed it. 

  He also stated that there was no external damage to the chair.

  We scheduled for a representative from our company to go and review the damages and location of the chair. We sent out our Team Lead as he was involved with the move in its entirety.

  When our Team Lead arrived the customer wouldn't let him plug the chair in, was very rude to our employee stating why would they send you out, and didn't respond to him when questioned about moving the chair- as our employee explained where he and his crew had originally placed it. 

  As you can see from the pictures, the customer is stating that the back of the plastic is broken, we can find no broken pieces to it- nor do we know if this was in the same condition prior to moving as there was no declared value placed on the chair- at which time an inventory would have been completed.

  The chair is noted as MCU- mechanical condition unknown. 

  Our company offered settlement of the weight of the chair x $.30 cents per lb. - which was denied by the customer.

  We would request a copy of the repair invoice the customer is stating in the amount of $700.00 - this is the first time we are being made aware of this.

  Please provide a copy of the repair invoice. 

   

  Customer response

  04/18/2022

   
  Complaint: 17008867
  
  I am rejecting this response because: Attached is the invoice to repair damages. I tried to settle this matter directly with the company but was given a round around. AAA Movers should be held responsible for damages their employees cause. Sending the same individuals to inspect the damage they caused is like sending a criminal to investigate their own crime. I am very dissatisfied with this business practices.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/25/2022

  The customer provided an invoice for the following:

  $225.00 Component Housing

  $90.00 Remote

  $350.00 Labor

   

  The remote was not damaged during the move. We also want to reiterate the fact of the valuation coverage selected prior to the move commencing. 

  Prior to the move commencing, the customer selected $.30 cents per lb. per article. The coverage selected and the invoice provided by the customer are not comparing apples to apples. 

  As a good faith gesture, AAA Movers will pay for the replacement cost of the part in the amount of $225.00 

  The settlement based on the valuation selected should have been (weight of chair x $.30 cents) which would equate to approximately $90.00-$100.00

  Based on ******* lbs.

   

  We will issue a refund to the credit card paid for moving services rendered. 

  Customer response

  04/29/2022

   
  Complaint: 17008867
  
  I am rejecting this response because:

  An invoice was sent from the manufacturer (DAIWA) with cost, including parts and labor, to repair damages to my chair. AAA Movers credited $225 which only covers the part. The part has to be replaced by a certified technician. DAIWA included in the invoice labor cost to replace the part. I expect my chair to be fully restored back to the original condition before it was destroyed beyond use. AAA Movers destroyed my property and is 100% responsibile for damages. If the movers were not capable of handling the job they should not have attempted to move my chair.

  
  Sincerely,
  
  ***********************

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