This process began when we decided to move from Florida to West Virginia, We were contacted by Daniel at Americas Top Movers about an internet request we had sent out looking for quotes for our move.
My wife Jerri handled everything with Daniel which included a detailed walk through of our house we were living in from room to room describing everything we had for a accurate quote.
We were quoted the fixed price to move our 3 bedroom house, the total Daniel gave her was $2250 for everything, we were also informed that there would be a $400 deposit and 50% due on pickup and 50% due on delivery. Daniel was very clear that the total could not go up and that it might even go down depending on the exact size and weight of everything.
Despite what their website says they do not accept Amex so we had to run out and pickup some visa gift cards to pay them the deposit with.
Our move was scheduled for June 26th at 10am, at approx 11:15 am a call was made to Daniel and he said that he forgot to get the address and the movers were in the area and would at our house in about 15 minutes once he gave them the address.
12 Pm still no movers, Daniel was called again and he informed us that they wouldnt be there until 6pm as they bumped us for someone else. 6PM was a bad time for us so we rescheduled for the 27th at 6PM.
27th of June at 6:00pm the movers arrive and start their walk through, Daniel did not include alot of items and included items that we did not even have, the movers informed us that the new price would be close to $5,500 over double the original quote. The movers were sent back since we did not have the extra money and the only reason they were there in the first place was because we were given a fixed quote.
28th of June We contacted Melanie who was reported to be in a supervisors possition. She said that she would "need to get all her ducks in a row" and do some research on the matter and that Daniel should have sent a email with everything listed on it. Melanie said that if Daniel did not send a email then we would get our deposit back.
30th June 9am Melanie was called, she said Daniel did not send the email and we would be refunded the $400 deposit.
The next contact was made on the 9th of July after our move was complete and ample time was given for a refund. We spoke with Tabitha who is apprently Melanies assistant, she said that no refund was given since all our card details were shredded, we gave her the information again and she personally told us a refund would be issued right away and she would call us back within 1 hour to confirm this, 2 hours later after no call we called again and Tabitha said that she had a confirmation number and the refund would appear on our card by 4pm the following day (July 10)
July 13th at 10:30 am we called Melanie however all we got was Tabitha, when asked about the refund she said that she was not sure if it was even done yet. When reminded about the past discussion she did not have any memory of such a discussion and that any refunds have to go through corporate. She said she would look into and call back within 30 minutes. (hung up at 10:47 am) at almost 12PM we called and asked for Melanie or Tabitha and as usual they were both on another line.
At 12:15 someone acting on my behalf called and got right through to Melanie, Melanie said that a non refundable deposit slip was signed (never signed anything with that company) and that she has gone out of her way to get this refund for us
After numerous calls, being hung up on and given the run around we finally got ahold of Melanie who said the refund was issued on the 13th, gave us a bath number of "80" even tho she didnt sound very sure of the details.
July 20 9:41 am no refund has shown up yet. When I informed Melanie that this has been going on for 21 days she argued with me and said that it had not.
I asked for Corporates number and Melanie told me there is no corporate only the owners, so There is another lie that has been told. She would not give us the owners number.
So as of now, they have my $400 I feel that they underquoted us on purpose to try and get our business and force us into paying the extra. Now we refused to pay the extra they have our $400 and are just holding onto it.
This company is very shady and needs to be fully investigated. EVERYONE we have spoke to has told lies and given us the run around. We never once signed anything saying the refund was non refundable, infact we were told by Daniel on the phone that it was 100% refundable (I guess anything to get his cut and close the deal)
This is nothing short of Fraud.
Matt
Weston, West Virginia
U.S.A.
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