ComplaintsforAmeritex Apt. Movers

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There movers moved my belongings from the storage to an apartment. I have a 65 inch glass led tv that was damaged. I didnt notice until they were gone and it was removed from the box. ***** is cracked on the left corner and will not come on. I reached out to the company several times. I was advised to put a claim in witht *************************************** and this was 04/03/23 I was told it could take up to *********************************

  Business response

  10/20/2023

  The above statement is not true. This customer moved with us on 08/25/2023 and not 04/03/23. We received her claim on 8/25/23 and we have already mailed a check and been in contact with her via email. By ***** laws and regulations (TX-DMV) for movers we have up to 90 days to process a (11/25/23 deadline) claim and we have already completed this claim and mailed a check based on our mutual liability agreement signed on the contract. Please let us know if we can be of further assistance. Thank you.
  Ameritex Movers
  Customer Care

  Business response

  10/24/2023

  The above statement is not true. This customer moved with us on 08/25/2023 and not 04/03/23. We received her claim on 8/25/23 and we have already mailed a check and been in contact with her via email. By ***** laws and regulations (TX-DMV) for movers we have up to 90 days to process a (11/25/23 deadline) claim and we have already completed this claim and mailed a check based on our mutual liability agreement signed on the contract. Please let us know if we can be of further assistance. Thank you.
  Ameritex Movers
  Customer Care

  Customer response

  10/24/2023

  I am rejecting this response because:   I did not move on August, and I have attached my contract of the move. No one has contacted me or mailed a check. My Tv is still damaged and does not work. 

  Business response

  11/02/2023

  We will stop the check # ***** that was mailed on 9/12/23 and re send another one to this address again. Please confirm the address is correct. 

  ******************************************************************

  Customer response

  11/02/2023

  I am rejecting this response because:   I would like them to contact me about my claim. This must be for someone else claim of property. My issue needs to be addressed I would like compensation for my property not someone else. My phone number is **************. ****************************** **************************************************************************

  Business response

  01/02/2024

  Hello and thank you for your email. If this customer has not received her check we can stop it and reissue another one. Also we can not open the attached pictures in Jpeg for accuracy of this claim could please  email them to us at **************************************** As soon as we get the 2 pictures we will mail another check. Thank you for your cooperation regarding this matter. . 

  Business response

  01/08/2024

  Hello,

  We are under new management and the new management take over was official last week on Wednesday 01/03/2024. We're so sorry this wasn't handled correctly. It looks like they had you confused with another customer. Your claim check and settlement letter were mailed today on 01/08/2024. Thank you so much for your patience in this matter. 

  Customer response

  01/10/2024

  I have forwarded the pictures from the original email. I emailed 04/04, is there anyway the email can be acknowledged as received?

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a move with Ameritex for Monday September 25, 2023. The service was terrible. I don't even have enough characters to explain all that went wrong. However, first I was lied to. I was told at the time I booked this move that specific things could be done. Like the removal of items from my walls such as curtains, curtain rods and floating shelves. All were left for me to do. I also paid for packing AND moving services, I had to request that MULTIPLE things be packed. I also went behind them and had to open drawers and cabinets to show them what they missed. And I still ended up packing multiple cabinets myself because they never bothered to open them. They also did not open 2 closets. That is completely unacceptable. They were 7 hours in on a one bedroom apartment move and never opened TWO whole closets. I too, packed those myself. I opened one closet for them and they were obviously irritated at that point. Mumbling things under their breath about me packing and moving all in one day. Granted I scheduled this all for one day because I was reassured by the booking agent it was more than doable in one day. I also pointed out things that were out in the open and not packed in my restroom; he proceeded to throw it all in a garbage bag as if it were trash and take it to the moving truck. This is why I told him not to worry about the closet I showed him. Keep in mind, there was another one he NEVER opened. This entire process/move from beginning to end was terrible. I tried to call and report them and seek some kind of compensation for all of what they DID NOT do and the woman who sold me on this move and essentially lied to me about what the movers could do, hung up on me. Then conveniently no one answered when I called back multiple times. They also have not responded to my email. Even if some things couldn't be transported, they should have been packed because thats what I paid for. Deplorable customer service.

  Business response

  10/03/2023

  Dear Better Business Bureau,
  We are writing to address this customer complaint filed against our company, Ameritex Apt. Movers. We take every customer concern seriously and appreciate the opportunity to clarify the situation and outline the steps we have taken to resolve the matter.
  First and foremost, we apologize for any inconvenience or frustration the customer experienced during their recent interaction with our services. We understand that moving can be a stressful time, and we strive to provide a smooth and professional experience to all our customers.
  As we all know each move is different and we go by what customers tell us on the phone without being able to see the actual contents.In some situations, removing items attached to walls such as pictures or curtains can lead to a liability of damaging the walls therefore it is the movers discretion to assess the situation on the day of the move and make their decisions. Initially they did not feel comfortable however, after the movers talked to our office they decided to perform this service and it was done.
  Also, each customer is responsible to walk the ********************** through each room, each closet, each dresser drawers and let them know what exactly needs to be removed or packed at the beginning of each move which in this case the customer did not.
  Our ********************** stated that this customer had a strong attitude and language toward them since they arrived and kept asking them to rush and made them feel very uncomfortable. Still, they stayed there, working hard to complete this move. We left when the customer asked us to leave.
  This move was for a crew of 3 men but at the end for unloading this customer got a discount of $69 for an extra man. Free extra shrink wraps for $45.00, Free 3 quilted pads each valued at $20 equals $60.
  Based on our good faith we also went above and beyond this customer received a discount of $174.00 to ensure her satisfaction with our services.
  We hope this clarifies the situation and demonstrates our commitment to addressing customer concerns professionally and promptly. We take pride in our work and strive to continuously improve our services to provide the best possible moving experience for all our clients.
  Please do not hesitate to reach out if you require any further information or assistance in resolving this matter.
  Sincerely,
  Customer Care Team
  

  Customer response

  10/03/2023

  I am rejecting this response because: most of it is a lie. Let me also point out that they chose to apologize via the BBB's website but NEVER returned my call nor replied to my email. They also conveniently didn't address all the closets, cabinets and drawers that were NEVER opened long before that 7th hour.  And did I mention I was hung up on the last time I spoke with someone? They are full of it. No one ever said when I booked the move that it would be the movers discretion as to whether things could be removed from the walls or not. I was simply told it could be done. They lied. They did remove ONE curtain and rod from the wall after speaking with the office but they left the brackets on the wall and didn't even bother to take down the curtain nor the rods in the other room, as is evidenced in the photos. The first thing I did was walk the lead mover through the apartment and tell him what needed to be done. If he told you I didn't, he lied. Because then he proceeded to tell me about all of the things that he couldn't do. Like pack my computer monitor. I did not have an attitude or strong language towards any of them. They lied. I also did not rush anyone. They lied again. After hour 7, when I realized closets had not been opened and full drawers and cabinets had not been packed, AND my things were being thrown into trash bags as a means of packing as if it were garbage, THEN and only then did I tell them it was time to go. Also, please note, at this 7th hour, the truck was still NOT packed. I never asked for a 4th man. He was sent by the office after you all realized how slow the move was going. So saying I was given a discount for someone I didn't ask for is misleading. No one informed me about extra shrink wrap and the quilted pads were provided because the booking agent did a **** poor job of telling me what could be done and what couldn't and what was included and what wasn't. And if anyone says otherwise, it's a lie. Also, not sure where the $174 discount was or is but it's not on my invoice. That too, sounds like a lie. I hope this clarifies the book of lies Ameritex has told. I'll never use them again and will discourage others from using them as well.

  Business response

  10/04/2023

  Attached you will find our crew notes from our software for the $174 discount that they provided to this customer for no reason except for being nice. They did not do anything wrong except lost money and  They worked hard under the precure of this customers' negative energy and disrespectful language. We are a respectful company and apologize even if we are not wrong and nor are we liars. please see the credit this customer received based on our good will. Thank you!

  Ameritex Customer care

  Business response

  10/06/2023

  Please see attached business response.

  Customer response

  10/06/2023

  The screenshot provided literally shows $0 in the discount column. But I'm not here to go back and forth with a company that can't even get my name correct. I said what I said. Ameritex is a bunch of liars and their customer service is deplorable. 0 Stars. DO NOT RECOMMEND. The end. 

  Customer response

  10/09/2023

  I am rejecting this response because:   there was no response. But that's fine. I don't need one at this point. I said what I said.

  Customer response

  12/08/2023

  I'm not sure who reviewed this at the BBB but apparently you missed something. I dont wish to contact the company anymore but for you to say they addressed all of my concerns is not accurate. If you carefully read EVERYTHING I wrote and their replies, you'll see they conveniently did NOT address all of my concerns. They addressed what was convenient for them. And then they lied about a "discount" when the screenshot they provided clearly does NOT have one listed.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told when I had initially called that the cost for moving my items that were already boxed, and furniture from a one bedroom apartment to a different location a ONE bedroom apartment would cost me $309.00 plus an $85.00 labor cost that would be paid up front. I expected to pay $309.00 at the end of the move and was not the cost at all as promised.1) The movers were 1/2 hour late in arriving. They were suppose to be at my apartment at 9:00am, they stated after the fact there was a 3 hour window, and was neverr told anything about a 3 hour window.2) The pricing caught me off guard I was quoted $303.00 for the move and ended up paying $490.00 which was a problem. I'm on Social Security benefits with only one check a month.3) My dresser had clothes in the drawers and at the new apartment all 8 drawers were jammed as the contents of clothes shifted . Took alot of my time to get the clothes unjamed so I could open the drawers to my dresser. I asked the movers if I should take everything out of the dresser and box the items and was told by the movers that it was not necessary.

  Business response

  05/23/2023

  We have already talked on the phone and answered this customer's concerns on 05/15/23 at 2:58 pm via email. Our answers will be the same Please see below the conversation: 
  

  "1-Customer: The ********************** were 1/2 hour late in arriving.  Was never told anything about a 3 hour window.
  
  1-Ameritex: Your move was to arrive anytime between **** and the movers arrived at 9:30 with the time limit. We mention that to our customers 2 times when we book and plus in writing says ****. it does not say we start at 9 and finish at 12 since we do not know how long your move will take.  
  
  
  2-Customer: The pricing caught me off guard I was quoted $303.00 for the move and ended up paying $490.00 which was a problem.
  
  2-Ameritex:Our minimum is 2 hours (2 x $109 plus $85 trip fee which comes to $303) and your move took 4 hours and a half, which came to that amount for labor and trip fee.
  
  3-Custome: My dresser had clothes in the drawers and at the new apartment all 8 drawers were jammed as the contents of clothes shifted .  Took alot of my time to get the clothes unjamed so I could open the drawers to my dresser
  
  3-AmeritexThe clothing should be removed and packed by customers prior to the move; however, for your convenience and to save you time and money, they just helped you move the clothing in the drawer." 
  

  Besides the estimate and proposal we send to customers with time and price information in writing we also explain them 2 time on the phone:

  1-When we book the move.
  

  2-When we reconfirm the move a day before the actual move. 

  After 23 years in business we understand that the communication and being transparent is the number one key to a successful in any business and that's why we have everything in black or white and no grey area. We just do not understand why only this customer is misunderstood after repeated explanations on the phone and in paper. Please let us know if you need further information. Thank you! 
  

   

  Customer response

  05/23/2023

  I am rejecting this response because:   I was never told there was a window when the movers would show up to move me.

  I was told that it was okay to leave my clothes in the dresser by the movers, and that it was ok.  I had boxes to quickly move my belongings to boxes, but instead they told me it was okay to leave them in the dresser drawers.

  I was quoted over the phone that it was going to cost me $303.00 for the move.  It caught my by surprise that it was more that what was quoted. of $490.00.  I feel as though this was wrong to charge more money that what was quoted.

  After the move I sent an email to "Sky ****** about the issues, and was told to expect a phone call from management, and never received a phone call.

  I think I should be issued a refund of $181.00 from this company.

  Business response

  05/25/2023

  Please see the 2 attachments we emailed to this customer prior to his move explaining arrival time **** and pricing. The clothing had to be emptied from dresser prior to move. When he movers arrived agreed to move it per customer's request to save him time and money, otherwise the customer had to empty the drawers and pack them in boxes that he did not have during the move. Again besides the paperwork ****** who was this customer's move consultant explained everything on the phone twice. One on the day of booking and next a day before move when confirming . We believe this customer just assuming in his opinion what  the arrival time and the pricing should be. We Please let us know if you have additional questions. Thank you.

  Business response

  05/25/2023

  Please see the 2 attachments we emailed to this customer prior to his move explaining arrival time **** and pricing. The clothing had to be emptied from dresser prior to move. When he movers arrived agreed to move it per customer's request to save him time and money, otherwise the customer had to empty the drawers and pack them in boxes that he did not have during the move. Again besides the paperwork ****** who was this customer's move consultant explained everything on the phone twice. One on the day of booking and next a day before move when confirming . We believe this customer just assuming in his opinion what  the arrival time and the pricing should be. We Please let us know if you have additional questions. Thank you.

  Customer response

  05/26/2023

  I am rejecting this response because:   

  I was told by "Sky" the moving advisor that for the move the total cost would be $303.00

  The movers were 1/2 hour late, was told by "Sky" the movers would be at my apartment at 9:00am, but showed up 1/2 hour late.  Was told later after the move in which there were some issues that there was a 3 hour window, something that was NOT TOLD.

  I asked the movers if I needed to move my clothes from the dresser, and was told that it eas not necessary, and all my drawers were jammed.

  I should get a refund of $181.00.  This is very poor customer services for what took place.  I was also told that I would be contacted by management, and that never happened.  I'm also a Senior Citizen on Social Security benefits.  This is totally wrong what happened.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/08/2022, I paid $357 to have Ameritex Apt. Movers to move my personal property from my apartment to a storage pod. During the move, their laborers damaged multiple items and were very unprofessional. I notified the company during my after-move survey of the damages and requested a physical inspection of the damages by a company supervisor. I also sent date-stamped pictures and video on 09/12/2022. On 09/19/2022, their dispatch informed me that she sent the pictures of the damages to the customer care team and that she was no longer the liaison for my open claim. The company sent me a claim number and a request for additional information (original receipts, weights, measurements). Once I was able to send additional information, the company is stating I am not within the 90-day period to file a claim for damages. There was no communication or indication that there was a statute of limitations AFTER sending evidence of damages and receiving an ************** number for an open claim. I was told by their dispatchers that they would inform their claims department of my inquiries, but the company refuses to speak with me or address my open claim. I resent the original pictures and additional property information on 01/11/2023. I received a claim disposition email on 01/12/2023 that they closed my claim. I was told by the Texas DMV to try to contact a supervisor directly, but I have been continually blocked by Ameritex Apt Movers dispatchers. I received an email from Ameritex Apt Movers on 01/27/2023 encouraging me try contact the people that moved my property out of the pod and not to call their company dispatchers anymore.

  Business response

  02/04/2023

  Attached are all the documents that was sent to the customer prior to her move signed and agreed by her for a crew of 2 men as well as the binding contract that was signed on the move date. Again we don't see a reason to refund this customer as evidenced by we had all the proper supplies and equipment and did a great job that shows by this customers tip of $224.00 to the movers.
  
  Warm Regards,
  
  Ameritex Team
  See Attachment/File: BBB.pdf

  Customer response

  02/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response by Ameritex is a lie. I DID NOT tip the two laborers that moved my belongings. Ameritex was not willing to negotiate or even speak to me about my complaint. On reviewing the attachments to their response, I see that it is the wrong customer. This is a prime example of the miscommunication that I have been dealing with this company.

  Business response

  02/09/2023

  We moved this customer's items to a pod in their original condition on 09/08/22 and they were never moved out of the pod by our company. We received the initial claim on 09/19/22 and on the same day we emailed her with our "Claim Instruction Form" to be completed by the customer so we can start processing this claim. We never heard anything back from this customer until 01/11/23 after 114 days passed her initial claim date. We sent her a disposition on 01/12/23 stating that her claim came after 90 days and therefore it can not be processed. Based on TX-DMV rules and regulations and ***** laws, those documents must be filed before 90 days and in this case it passed the deadline. This customer also called **-DMV to complain about ** and they gave her the same answer. If you need more information please let us know and we will be happy to provide them to you.

  Customer response

  02/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ameritiex's responses are unacceptable. Immediately after the property damage occurred. I was assigned a case number in which it was understood that my case was open. There were no clear instructions given that if I did not transfer my evidence (pictures and original email request) to a different form that my case was not acceptable. The instructions that I was given only stated that they needed additional information. There was no "form" on the examples; only, example pictures of how to show damages and original receipts. It was my understanding that because I had a claim form that I could take my time to research original receipts etc. IMMEDIATELY after the labor was performed, I requested a supervisor visit to see the damages. There was no answer to that request. Upon calling Ameritex several times, the only answer that was I was given was that my messages would be given to their ************* team. I am really disappointed that Ameritex is trying to defer my damages to another company because my damages were clearly seen immediately after the job and BEFORE my property was removed from the pod. If they would be satisfied in seeing the dates and receipt of the company that moved my items from the pod. They witnessed all the damages and were surprised that Ameritex did not respond to my request for a supervisor to view damages. Unfortunately, I was referred to Ameritex by a customer that has used them numerous times for the last 6 years every time she has moved. She now tells EVERYONE to avoid them at all cost and is looking for a new company to use for future services. I contacted TX-DMV and was told that I have a case. However, because my property was not physically moved to a different location that my case is not in their jurisdiction and they suggested that I contact BBB and try mediation to resolve my complaint. My filing process started when I gave them evidence of the damages not 119 days when I submitted additional evidence to go along with my original pictures and correct within the 90-day timeframe and received my case number.

  Business response

  03/10/2023

  Dear customer, Thank you for your feedback. Our response will be in details and pointing out to each concern, combing through and answer to each concern separately by numbers:
  
  1-Ameritiex's responses are unacceptable. Immediately after the property damage occurred. I was assigned a case number in which it was understood that my case was open.
  
  Answer: From the beginning when our customers receive a quote number that automatically becomes a case number for any reason going forward and yes, we did open a ************ when she contacted us on 09/19/22 under quote #*****. We also emailed her our "Claim Filing Instructions" to follow the steps and unfortunately, this customer never followed up or replied to that until 119 days after when this case was closed.
  
  2-There were no clear instructions given that if I did not transfer my evidence (pictures and original email request) to a different form that my case was not acceptable. The instructions that I was given only stated that they needed additional information. There was no "form" on the examples; only, example pictures of how to show damages and original receipts. It was my understanding that because I had a claim form that I could take my time to research original receipts etc.
  
  Answer: Our email records show the we got an email from this customer asking us what to do next on September 19th 2022 at 11:41 am and we emailed her the "Claim Filing Instructions" on the same day at 1:04 pm.
  
  
  Claim Filing Instructions #*****
  
  
  Ameritex Movers ************* <***************************************>
  
  Attachments Sep 19, 2022, 1:04PM
  
  
  to ******.******
  
  ****************************,
  
  We regret to hear that you had an issue with Ameritex Movers. We pride ourselves in having a claim rate of less than 1% a year. So, with your patience and cooperation we will work diligently to resolve your claim in a timely manner. Please follow the claim filing instructions attached to begin your claim process. A sample claim is attached as well for your reference.
  
  Make sure that all pictures are taken close up of any damage as well as far away from the entire item so that we have a perspective.
  
  **Please be advised, to avoid miscommunication between both parties all correspondence regarding the claim must be done in writing. So, for your protection we are not able to discuss this matter over the phone. If you have any questions please email them to us at: *************************************** The dispatch office does not have access to your file once you receive this email so they would not be able to answer any questions for you.
  
  We appreciate your understanding and patience during this process.
  
  Please see below the "Claim Filing Instructions" that was attached to this email we sent on 09/19/22 when she contacted us and we opened a case #*****. Please see where it says what to expect and the time limit to be completed by us before 90 days.
  
  _________________________________________________
  
  "CLAIM FILING INSTRUCTIONS":
  
  We regret to hear of your claim and will work diligently to resolve this matter in a timely manner. Please follow the
  
  claim filing instructions below to begin your claim process.
  
  All Claims must be submitted in writing, no more than 90 days from the date of the move. Please be advised that
  
  the office does not have any information regarding your claim and all correspondence regarding the claim must be
  
  done in writing to: ***************************************
  
  When submitting your claim, you must include all of the following information below:
  
  1. Customer's Name, Mailing Address, Telephone Number
  
  2. Move Date
  
  3. Reference #/Quote Number
  
  4. Mover's Name (If known)
  
  5. Incident Report (Specific details regarding the move)
  
  6. For each damaged item include the following:
  
  Brand/Make/Model # or Serial #
  
  Approximate Size/Dimensions
  
  Approximate Weight
  
  ***********************
  
  Pictures of complete damaged item from far away as well as a close up of any damages
  
  Original Receipt of Purchase that includes date and place of purchase
  
  WHAT TO EXPECT:
  
  Once a claim is received, we will review the information you sent and you will be notified if additional information,
  
  pictures, videos, etc. are required to begin the claim filing process. After everything required is received you will
  
  receive an Acknowledgement Letter from our claims department acknowledging receipt of the claim within no
  
  later than 20 days from the date the claim was received excluding Sundays and nationally recognized holidays.
  
  The claim will be investigated, processed and a Disposition Letter will be mailed no later than 90 days from the
  
  date we received all of the information requested regarding damaged items (listed after #6 above) of the original
  
  claim excluding Sundays and nationally recognized holidays.
  
  The timeline is mandated through ************** of ***** Vehicles. However, since our damage claim ratio is
  
  less than 1% our response time is generally faster.
  
  You may also review Your Rights and Responsibilities When You Move in ***** at the following link:
  
  *****************************************************************
  
  Thank you,
  
  *************
  
  ***********************************************************************************
  
  Ameritex Movers, Inc.
  
  _______________________________________________
  
  3-IMMEDIATELY after the labor was performed, I requested a supervisor visit to see the damages. There was no answer to that request. Upon calling Ameritex several times, the only answer that I was given was that my messages would be given to their ************* team.
  
  Answer: By Texas DMV rules and regulations all our claim communications should be in writing between customers and our "customer care team" so, there is no "He said", "She said" Everything must be documented in writing and no phone calls are allowed to discuss claims.
  
  4-I am really disappointed that Ameritex is trying to defer my damages to another company because my damages were clearly seen immediately after the job and BEFORE my property was removed from the pod. If they would be satisfied in seeing the dates and receipt of the company that moved my items from the pod. They witnessed all the damages and were surprised that Ameritex did not respond to my request for a supervisor to view damages.
  
  Answer: We did not defer and just questioned since another company handled the household goods after our loading to the pod. In spite of that we still opened a case #*****, sent the "Claim filing instructions" to proceed on the same day of this complaint to complete the form and return it to us before 90 days deadline. Our email records indicate that we got an email from this customer asking us what to do next on September 19th 2022 at 11:41 and we emailed her the instructions on 1:04 pm the same day and never heard back.
  
  5- Unfortunately, I was referred to Ameritex by a customer that has used them numerous times for the last 6 years every time she has moved. She now tells EVERYONE to avoid them at all cost and is looking for a new company to use for future services. I contacted TX-DMV and was told that I have a case. However, because my property was not physically moved to a different location that my case is not in their jurisdiction and they suggested that I contact BBB and try mediation to resolve my complaint. My filing process started when I gave them evidence of the damages, not 119 days when I submitted additional evidence to go along with my original pictures and correct within the 90-day timeframe and received my case number.
  
  Answer: We appreciate the person who referred us to this customer and used us 6 times and that talks about why we have so many 5-star reviews on ******* We encouraged this customer to contact the Texas DMV who are regulating us because we did not have anything to hide. They reviewed all our documents and we got cleared. Also, we work very closely with BBB for any concerns and always respond in detail . In conclusion, we did everything correctly on our part however, this customer did not take responsibility on her part to make this procedure happen in a timely manner.
  
  In addition, we will upload the form from Tx-DMV we attached to this customer's proposal when she booked her move. "The Rights and Responsibilities when you move in *****" that completely explains to consumers what to do before move, during move and after move and claim process in case of any damages. . We provide this information to all our customers before moving so in case of any damages they need to know the time limit of 90 days for the claim process.
  See Attachment/File: **-rightsandresponsibilities.pdf

  Customer response

  03/15/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The original email that I received DID NOT state that I needed to complete all additional evidence within 90 days. It said that "it needed to be completed by "us" (Ameritex) within 90 days. In addition, I was NOT notified that my original pictures were not sufficient evidence to support my **************. I did not hear back from Ameritex until after I supplied guestimates of model names to support my pictures. It is VERY INAPPROPRIATE for Ameritex to ACT IN BAD FATH and not process my request as part of the claim number that they assigned me within 90 days.

  Business response

  03/20/2023

  Initially this customer sent her photos to the dispatch (Wrong place) and our CRS ****** sent her the email below and directed her to the right place. below email:
  
  "sent a tracked email to
  (********************************)
  Status: Delivered
  Sep 19, 2022 at 11:32 AM
  
  Actions
  Re: RE: EXTERNAL Request from your Feedback
  All of your photos are being forwarded to **************************************** I am no longer a liaison for this claim. Please reach out to them but let me know if I can help.
  
  Thank you. ******"
  Then we received this email from this customer:
  
  ---------- Forwarded message ---------
  From: ***************************** <********************************>
  Date: Mon, Sep 19, 2022 at 11:41AM
  Subject: Formal Claim Inquiry
  To: *************************************** <***************************************>
  Cc: ***************************** <********************************>
  
  Good Morning,
  
  I am reaching out to you regarding the processing of an ************** for damages made to my furniture. I had been working with ******, but she has informed me that she is no longer the liaison for my claim. She informed me that she has forwarded my photos of damages to your team. Please provide further instructions needed to process my claim.
  
  Thank you
  --------------------------------------------
  Then this customer asked us to provide further instructions which we did. We forwarded her the link to this customer to complete her claim and did not get that in 90 days per Tx-DMV Rules and Regulations. Please see the attachment sent to her on the same day she requested.
  
  Also information regarding 90 days period to submit calis:
  
  The below document was emailed to this customer 2 times in 2 seperate days prior to her move on September the 8th.
  
  
  1- On September 1 at 9:19 am
  2- On September 7 at 3;37 pm
  
  Please see the underlined statement regarding claims being denied after being received after 90 days.
  
  Documents from TX-DMV
  AFTER YOUR MOVE Claims If you have any dispute about charges, loss or damage to your goods, you need to file a written claim with the mover within 90 days of the delivery date and must include enough information for the mover to investigate your claim along with any specific monetary amounts requested or other solutions you are seeking. Your mover has 20 days to respond acknowledging your claim and has 90 days to pay, deny or make a settlement offer. If your claim involves damaged goods, you should preserve the containers and the damaged goods. The mover has the right to inspect any containers or damaged goods within 30 days of receiving your claim. Important: If your mover does not receive the claim within 90 days of the delivery, your claim can be denied.
  
  Also please see the original attachment and look for 'AFTER YOUR MOVE" we upload containing this statement.
  
  We hope this resolves to complete this case. Thank you.

  Customer response

  03/22/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As stated in the following instructions: My immediate request for a supervisor to visit my home and see all of the damage to my property along with original pictures did "include enough information for the mover to investigate your claim". The follow-up instructions are MISLEADING and DID NOT state that I could send a guestimate of monetary amount or any additional solutions that I am seeking. My damages are OVERWHELMING because almost every piece of furniture that the movers handles were bruised and scratched because they DID NOT use the protective covering on their truck when moving my items, which is OBVIOUS from the pictures that I IMMEDIATELY SENT to Ameritex movers

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ameritex Movers - December 02, 2022 Pickup already packed items from apartment, stop at large storage unit/pick-up more items, deliver to final stop. Warned company my furniture was big, heavy and required dismantling. Have very large insured artwork requiring special packaging. Always needed 3 man crew and requires very large truck. Last move - 12hours but required packing. They believed I needed only a 2 man crew and move could be accomplished within 4 hours. I was skeptical and emphasized I had to clean and turn my apartment key in by 530pm that evening. Discussed written estimate which stated each truck would have the following items: 3 size dollies, shrink wrap, quilted pads and tape, 3 wardrobe boxes to transfer hanging clothes, one big speed box for loose, unbreakable items, as well as an expanding TV box for a Flat screen tv up to 70". I stated I definitely needed those wardrobe boxes for my remaining clothes. Crew showed up with only dollies, one large roll of shrink wrap, some pads and a very well-worn speed box. I asked about the items each truck was supposed to have available ...the crew basically said, 'they should but they don't'. Luckily I had many boxes, packing paper, more shrink wrap and pads. All which I had intended to save for my next move in 16 months. They tried their best but my artwork was not as protected as I wished. When we arrived to storage unit we were so far behind schedule that we just dropped off one lampshade. I left all my storage items behind. The crew left before 6pm. I did not finish until midnight. Could not turn in my key. The 2 man crew were great. They worked hard, never took breaks and we all didn't eat until we finished. The moving time was over 8 hours instead of the 4 hours promised. Plus I was not able to move all my items. The manager has never returned my phone calls or my emails. I've been trying to reach him since the day of my move - December 02.

  Business response

  03/10/2023

  Business Response /* (1000, 5, 2023/01/12) */ Ms. ******** ****** called our office to book a move after she received our post card in mail. Sky in our office was her move consultant and gave her the choice of 2 men at $119 an hour or 3 men at $149 an hour. Her move was scheduled on 12/2/22 for a crew of 2 men at $119.00 an hour per her request. Because in Ameritex Movers we want to be transparent and not leave any grey area we have everything in writing. Our records show we sent documents to this customer and the dates she opened them. 12/1/ 22 at 9:47 am Estimate opened and signed by this customer for a crew of 2 men at $119 an hour 12/1/22 made credit card payment of $109 for trip fee with documents stating 2 men at $119 an hour Also on the day of the move when the 2 movers arrived for the move we never heard anything from Ms. Murry for any concerns. A day after she moved she called our office and stated that the movers did a great job as evidenced by tipping them but we should have sent her 3 men. Ms. Murry had many chances after opening,reviewing and signing her estimate to change that. Please let us know if we need to clear up anything else. Warm Regards, Ameritex Team Consumer Response /* (3000, 7, 2023/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've saved all my emails and attachments and cannot find nor remember reading an estimate for 3 movers. I did call their office that very evening while the 2 crew members were still at my apartment. He did not respond to why their truck did not contain the packing materials as stated on their estimate and having to use all my own materials nor the cancellation of unloading the storage unit. Business Response /* (4000, 9, 2023/01/23) */ OUR DETAILED ANSWERS: "I've saved all my emails and attachments and cannot find nor remember reading an estimate for 3 movers." OUR ANSWER: Pert Sky, Ms. Murry's move consultant and reading her notes in the computer, they discussed 2 or 3 men pricing on the phone. We only sent an estimate for what our customers chose, and In this case she asked for 2 men.We sent the estimates to make sure customers review and let us know if there is any discrepancy. Ms. ****** got the estimate for 2 men as she requested, she opened and signed the estimate for 2 men. She was confirmed a day before her move for 2 men. 2 men arrived at her door on the day of the move. No concerns or complaints until the move was done! "I did call their office that very evening while the 2 crew members were still at my apartment." OUR ANSWER: We believe Ms. ****** should take some responsibility for her actions and not reviewing her email proposal prior to her move. She had the opportunity to inform us if she wanted 3 men versus 2 men when she received her email, opened and signed it, for 2 men, had the opportunity to let us know a day before her move during confirmation, she allowed 2 men to start her job without notifying us until the end of her move. "He did not respond to why their truck did not contain the packing materials as stated on their estimate and having to use all my own materials nor the cancellation of unloading the storage unit." OUR ANSWER: In our proposal it says clearly what the customers get with their pricing: Crew of 2 men or 3 men depends on the pricing, in a 20' or 24' Enclosed Trailer or Truck, 3 size dollies, shrink wrap and quilted pads and tape, 3 wardrobe boxes to transfer hanging clothes, One big speed box for loose, unbreakable items, as well as a expanding TV box for a Flat screen up to 70". We provide packing material if requested by customers and at $7.00 each and at no point this customer asked for packing material otherwise, it would have be noted by Sky in the computer, picked up by movers on the same date and charged to her account. She was only charged for move time. Please let us know if you need any more responses or documentation from us. Warm Regards, Ameritex Movers Consumer Response /* (4200, 11, 2023/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not contact your office after receiving a postcard in the mail. The District Manager of ZRS Management referred your company to me as one of their preferred movers in the Dallas area. I had planned on using Element Moving Company since they had moved me before and they were excellent but Mary Jane Jacinto talked me into trying Ameritex. I am keeping them informed of my experience with Ameritex Movers as I feel they need to forewarn their employees and clients of my situation. I had sent Sky an email requesting she forward any email correspondence containing the higher quote for the 3 man crew and higher rate that I had supposedly declined. No response. Please refer to the downloaded documents I included in my original complaint in which it clearly states "Our proposal incudes: Moving crew (2 or more dependent on your pricing) in a 20' or 24' Enclosed Trailer or Truck (Our Move Coordinator will determine which is sent to your move based on date booked, availability and schedule) Every truck and trailer have the following items to use during your move: 3 size dollies, shrink wrap and quilted pads and tape, 3 wardrobe boxes to transfer hanging clothes. One big speed box for loose, unbreakable items as well as a expanding TV box for a Flat screen up to 70"" Well, their truck did not have all these items which meant their crew had to use my packing materials. PLUS, I had specifically stated I needed special packing for my fine art objects. I had at least 2 conversations with Sky regarding my artwork. They are insured with USAA and I had also downloaded a copy of my insurance policy with my original complaint. (I also stated I needed the wardrobe boxes from their trucks) So as evidenced by the downloaded proposal and the quotation above each of Ameritex trucks are supposed to contain specific packing materials. Considering they used my packing materials I want to be reimbursed based on the rates they listed on their estimate. They used at least 2 wardrobe boxes $35.00 each, Large roll of packing paper $29.00, Bubble wrap $20.00, Packing tape $9.00. Other boxes were broken down and used with my padded mats to wrap my very large hanging art work. I won't charge for those. Ameritex Movers seems had repeatedly stated they feel I should take responsibility for my actions and not reviewing my emails prior to my move. I believe I should have pushed for the 3 man crew and I will concede that point BUT Ameritex needs to take responsibility for not fulfilling their stated obligations as outlined on their proposal and by conversations with myself and Sky Brown their moving coordinator. I cannot help that Sky did not document every word of our conversation. Business Response /* (4000, 13, 2023/02/07) */ Attached are all the documents that was sent to the customer prior to her move signed and agreed by her for a crew of 2 men as well as the binding contract that was signed on the move date. Again we don't see a reason to refund this customer as evidenced by we had all the proper supplies and equipment and did a great job that shows by this customers tip of $224.00 to the movers. Warm Regards, Ameritex Team Consumer Response /* (4200, 15, 2023/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did not 'have all the proper supplies and equipment'. They did not even have what their written estimate stated EACH truck was supposed to contain. When I pointed this out to Carlos and Z they laughed and said 'Yeah they're supposed to but they don't'. Even your response indicates that each customer is supposed to receive certain items but additional items can be requested for a charge. What is Sky's response as to why packing materials were not provided for my very large and expensive artwork? These would be the additional items I had requested and did not receive. I was prepared to pay for the additional packing material for my artwork. Your company is at fault for not supplying what is clearly stated on your proposal. In one of the phone calls with Sky she asked me where I read that each truck had certain packing materials. I had to point it out to her so she could let you know. Pretty sad. I tipped Carlos and Z for their hard work. I was not going to penalize them for Ameritex's incompetence. Besides the credit card tip I supplemented with cash. It's deplorable how your employees were made to work without the supplies as stated on the proposal. The positive rating was all about those two employees and not Ameritex. You've made a number of misstatements and do not have all your facts in order. All you're doing is focusing on when emails were sent, opened and the tip and rating I gave to Carlos and Z. When I've requested proof of an email offer I apparently declined I was ignored. Phone calls to your office asking to speak with the manager starting the very evening I moved were never returned. Only feedback prior to contacting the BBB was Sky's question as to where I had read about the packing materials. Can't believe a customer had to help your company become aware of your own business statements.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ameritex movers broke my furniture and issued a refund check. Unfortunately, the check expired and they requested I send it back before issuing a new check. I had sent the check back but they claim to have never received it. In order to issue a new check they said they need to cancel the check and deduct that amount from the amount they owe me. I told them that's find and they can proceed but never heard back. I've emailed and called 15+ times since 11/2021 with no reply or update. The person I spoke with at Ameritex said they use a 3rd party for claims and I can only email the Ameritex email that I've been emailing. She (Julisa) emailed them again on 8/16 and CC'd me but I've still not received any reply. ****@ameritexmovers.com ************@ameritexmovers.com

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/08/22) */ Last year on 6/27/2021 we completed a move for Mr. ******* and a day after his move, on 06/28/2021 he filed a claim for minor damage. On 08/24/2021 we completed the process of this claim and based on our liability we mailed him a check, # **** for the amount of $37.30, to his address. In November of 2021, Mr. ******* reached out to us and asked for another check to be reissued because he waited too long to cash it and let us know that the check was expired. We asked Mr. ******* to mail us the check so we could cancel it and reissue another one which we still have not received as of today. This request was ignored until this year on May 31,2022 when he contacted us again and asked for a new check. Going forward the only option is to put a stop on this check and our bank will charge us $30 to do it. To fairly address this, Mr. ******* should absorb the fee ($30.00) incurred for stop payment on a year-old check from our bank to our business account. We are happy to send him a check for the remaining $7.30 to close this matter. We did anything and everything on our side in a timely manner and will not pay additional $30 for Mr. Halston's delay of 3 months for cashing his check. If agreed we will send a check for $7.30 when we get a reply back . Consumer Response /* (3000, 7, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My last name is ******* not ******* and they did not do everything in a timely manner. I agree to the check for $7.30 out of principle. Please reissue it ASAP but I also want to provide additional context as it's not as black and white as you are making it seem. I disputed the amount of claim and opened a case against Ameritex Movers because $37.30 didn't nearly come close to the amount of the $300 desk which your company broke. I didn't cash the check because it stated somewhere by cashing the check I'm agreeing to the settlement which took awhile to resolve and ate into the 90 day period to cash the check. Full coverage was never discussed when I spoke with you but it is listed in your contract that you have only have to pay pennies on the pound allowing you to pay dollars for hundreds or thousand dollar items, such as a TV. When the case manager finally got back to me it took me awhile to find and try to cash the check but it had expired. I'd sent the check back but you never received it. I also agreed to eat the $30 and take the $7.30 out of principal but you never replied after after multiple attempts to have a new check reissued. I initially accepted the $7.30 on June, 13th 2022 and have been trying to get you to reissue the check since then with no reply. I've emailed you multiple other times with no reply. June 29th, July 1st, July 14th, July 18th and then you emailed on my behalf and included me on August 9th claiming a 3rd party manages claims checks and I still never heard back to this day. Business Response /* (4000, 9, 2022/08/25) */ In response to the statement Mr. ******* made on the claim value, he was given choices of coverage for his things form the initial estimate. When he booked, he agreed upon basic liability of $.60 per pound, limitations set by the Texas DMV. Fortunately, because of our longstanding relationship with our bank and good faith regarding this extraordinary issue, we are allowed to issue the same check number, ***** with a today's date, 08/25/2022. This will avoid a bank fee so we are happy send Mr. ******* a check for $37.30 to him today. Please contact us with any questions of concern. Consumer Response /* (2000, 11, 2022/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the agreed upon amount. Coverage options were never offered, mentioned or discussed in our conversations. I'm sure it was listed in the fine print of the contract. Good learning experience going forward to make sure you get full coverage when hiring movers.

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