Authorized Movers Complaint regarding move from North Tonawanda, NY to Deming, NM
After researching several different moving agencies, checking their feedback, I found there were none with flawless backgrounds. After speaking with several sales people, I decided that Lisa at Authorized Movers was very honest with me and willing to work with me. I contacted her on several occasions as I updated my inventory of items that would be going with me. This was a binding contract, it states it as being binding right on the contract. The one update she (and I overlooked) the day I sent my down payment (4/14/08 of $307 by credit card) was that I told her to double the number of boxes. She said she would, but didn't think it would exceed the weight that was already allotted. I also asked her to remove the china cabinet (she did) and the washing machine (she didn't). I did NOT want to take either, and neither was available when the moving van arrived.
Before they would send the truck out to pick up my items, I had to give them at least 40% of the contract costs. On 5/15/08 I made another credit card payment of $1500.
The movers were to arrive early on 5/27 because I had another transporter to take my animals to NM coming on Friday, and I had to leave no later than the 28th to be in NM to receive the animals. Authorized Movers was aware of this. When I called, they said they were delayed and would be there the next morning. I knew it was going to be a bit of a problem and I would have to cover more miles a day to meet my animals in time, but I decided to wait for the movers. They never arrived. I called them and told them I could no longer wait, and had to make arrangements for them to meet my daughter at the house to have the items put on the truck. I had to leave.
Even so, the movers were later getting to the house than they promised my daughter. When they got there they took inventory and decided that I had exceeded the contract. I was called by JOEY, their dispatcher, and luckily the hotel I was staying at had a fax. Once the men had inventoried what they had to take Joey said I had to sign a contract for another $2443.00.
Realizing that the box count WAS incorrect and since nothing was any longer under my control, I authorized the extra amount to my credit card with the understanding it included ALL the inventory was taken into account and to be moved.
Once the payment was approved the men loaded the truck BUT, they decided they couldn't accommodate all the furniture. This included many of the things already listed on the original contract. Things I need here in my new home. When they called they said they couldn't fit it all on the truck and asked my daughter what was most important for them to take at the time. My daughter and I were under the impression they would send a truck for the remaining articles later, since they were inventoried and paid for.
Not only did they take longer than the 7 to 10 days to deliver what they did pick up, they also now denied saying they would pick up the other items.
I have had endless correspondence through email as well as over the phone with both Lisa and Joey. Lisa is usually good about responding, but I have not been able to get anywhere with her. She seems to really care, but her abilities to help in this matter are very limited.
Joey, on the other hand, is very unhelpful. He keeps putting me off when I do reach him, or if I leave a phone message for him to call me, he refuses to return my calls.
At one time he asked me for an inventory of what had been left at the house. I sent that to him, and Lisa as well. When I followed up the call to Joey to see what was going to be done, he told me he had to talk to the moving men first and would call me back that evening. He hasn't called me back and I have left messages for him to call to see how we will get this resolved (as of 6/16).
The moving men called me that they would be delivering my things in the morning. I asked them when they would be picking up the stuff they left behind. NOW, their story is they won't be picking it up because my daughter decided what was important for them to take. They forget the decisions were, what was important to take AT THAT MOMENT.
Since an on sight inventory was made and I was charged for everything they inventoried, even if they couldn't get it all on the truck, I feel they are still responsible to get the rest of my items to me. I already paid them for their service.
Not only are some expensive items left behind, so are some items of sentimental value that are irreplaceable.
I was not happy to have to come up with the extra $1200, but due to the overlooking the boxes not being updated on the contract, I was willing to pay the difference. I feel that the things on the contract should have been the first items on the truck and anything NOT on the contract then maybe then decided to be left for another truck to pick up at a later date. Also, some items NOT taken, such as the washing machine should have compensated for some of the extra boxes.
All I am asking is that Authorized Movers finish fulfilling their contract and bring me the rest of the items I paid for in their visual inventory, for which I have already paid for. If they do not want to make the pick up, then I can arrange for someone else to bring them to me, but I feel that Authorized Movers should be responsible to pay for those items to be brought to me. I shouldn't have to pay for them to be moved twice.
Please find all written communication attached. Phone conversations were minimal since most times I was rarely connected to Joey nor had calls returned.
I have filed a complaint with the BBB who has sent out a letter to try and resolve this issue, but to date (6/16) we have received no response from Authorized Movers.
Authorized Movers
12895 NE 14th Ave, St
North Miami, Fl 33161
Phone: 888-511-0018
ICC-MC 458619
DOT 1123936
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