I was directed to your site by Call 12 for Action with Channel 12 news. We moved on September 19 and I have been fighting with Allways Moving since the 20th of September. They moved my parents and I to our new home.
We contacted them prior to our move to ask about moving a 2 bedroom apartment and a small storage unit and was told that it would be a 4-5 hour move into a 3 bedroom house. However, that move ended up being almost 8.5 hours! The movers were not able to communicate clearly with eachother, which caused one mover to do most of the work to explain to the other what was actually needed in order to get done.
The move at the storage unit was the worst. Dolly's and carts were available to use, the company also had their own dolly. However, the movers carried items one at a time to the truck. A small 8 X 5 storage unit took at least 2 hours to move! Once that nighmare was over, the saga continued. My mother called once to complain to the manager, who in turn asked to speak to the driver's on our cell phone. Once the driver was off, he confronted my mom about calling to complain. She said that she wanted to let the manager know that there was a language barrier between both movers, and that it was taking longer than it should to get the truck loaded. The driver's also told her that they weren't even movers they were diesel mechanics!
Of course, this only caused the movers to work slower. The same two bedroom apartment and storage shed that had been moved one year before, by the same company, and only took 4 hours, this time around took 8.5.By the end of the day she was frustrated and only wanted items left in the garage so that move would be finished.
In the middle of the move one driver even asked to use her cell phone to call in to a second job to tell them that he wouldn't be in that day.
The move started in the morning and the driver's didn't leave my house until 6:00 P.M. She was asked to sign the invoice that the driver's had so that they could get back. She asked if she would get a copy of the invoice that they wanted her to sign, they said that she couldn't have any paperwork, everything had to be returned to the office. She again refused to sign, but again was told that she had to sign the document. She wrote on the paperwork that she wanted a copy of the invoice mailed to the house.
An hour and a half later, she recieved a call from one mover who told her that their moving dolly had been left at the apartment and they would need her to meet them so that they could pick it up that night. I advised her against it, stating that they could pick it up the next day. But they told her that it had to be returned to the shop that night.
The next day as my mom was putting her new house together she started to find damages left and right. The headboard to the master bed was completely damaged and couldn't be attached to the bed rails. Both sofa's had tears in the back as well as the matching chair to one sofa. Also, a prized piece of art work from my alma matter is ruined. She called Allways Moving and was told by Sonia, who answered the phone that she would have to get an estimate. We continued to find damages that we documented with our camera.
Of course, that really got my goat and I called Allways Moving. I asked to speak to the manager and of course my call was screened. After I persisted I was told that I would be speaking with Andrew. Andrew was not a very pleasant individual. He offered no customer assistance initially to help resolve my issues with damaged items, or the fact that our move took as much additional time as it did. He also adamantly denied his movers being diesel mechanics, even though the mechanics made that statement themselves.
Andrew stated that we would have to fill out a damage claim form and he would file a claim for the reimbursement of additional charges for the extra hours. A week and a half went by and I still did not recieve any mail. I called continuously and was either told Andrew was busy or out of the office. If I left messages they were not returned.
Andrew continued to claim that the documentation I needed to fill out had been sent. It arrived almost two weeks later. The damage claim form was all that was there, no copy of the invoice, no copy of a claim form for overcharges. I asked if I could fax back the copy of the damage claim form, but was told the fax machine was out of order, how convienent!
I had enough and contacted the BBB and Call 12 for Action. They have not gotten much further than I have. Andrew must be one busy fellow running that business because somehow, he's never around. Last week he finally faxed a copy of the invoice to the Call 12 for Action rep that I had been speaking with. There's no initials next to any check marks made on their unprofessional and pathetic invoice. There was an additional handling charge of $25.00. But no explanation of what it was for.
When I called Andrew after recieving the invoice, I questioned that charge, but he didn't know what it was for. I asked him if he wasn't the manager, and why wouldn't he know what he was charging people for? He had to ask his drivers, who told him it was for a 300 lb item. We have no 300 lb item in our personal possesions! He never responded to that.
Andrew states that he never recieved the damage claim form that I sent to Allways Moving with a return receipt, of course that was refused, and I recieved the original document back. I never have seen the invoice he states that he mailed weeks ago, even though I have a forward on my mail from my prior address. My guess is that it was never sent.
My goal is to at least get the money for the damages to repair my mom's and my personal items. There's no guarantee that small claims court will obviously phase them. I would beam with joy if this man and the entire company were to go under! He deserves to punished and have his name and company to be dragged through the mud. He's caused undo stress to my family and we're sitting on a living room full of furniture that hasn't been looked at by anyone! I hope that everyone researches anything on this company prior to moving!
Denise
Gilbert, Arizona
U.S.A.
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