We chose Authorized Movers (AM) based on 3 online bids, which we had since learned was our first mistake. We filled out an inventory form and was quoted an estimate of $2510 for 640 cubic ft or 5481 lb by salesperson Jennifer (x209). At no point did she tell us that AM had no interstate license and would have to subcontract this move.
We were told that we had to pay 50% of this estimate at least 24 hours before moving day. On moving day we had to call to confirm if the pickup would happen that day. The team arrived late and was from another company (AcrossUSA).
The foreman of the 2-man team ('Sammy') misled us into signing a blank Revised Written Estimate before loading the truck. We complied because we thought this was standard practice and were already under pressure because of the delay. He also charged us with packing labor and material even though these were included in the original estimate - and we did all the extra packing instead of them. The packing and loading of our 2 bedroom house started around 5pm and did not finish until 1:30am because the one loading person kept walking off and threatening to quit.
To add to this nightmare, Sammy 'showed' us how our goods were nearly filling the truck, and so the estimate had to be revised to 1600 cu ft, for a total of $6576 (including material, labor and gas charges). This estimate was purely visual. We found out after the fact that this is a classic scam trick. We had to pay the additional $2033.30 (to reach 50% of the new estimate) that night to ensure loading and delivery.
While our goods were in transit, we made calls to both AM and AcrossUSA to clarify the situation. When we told AM our objections about the way the second estimate was arrived at, Joey (Long Distance Manager, x214) told us that AM would set it right by refunding extra charges based on the correct weight. We were never given a weight ticket at origin, so weighing would have to be done by us at destination.
Then we heard from the delivery driver about his estimated arrival day. He also claimed that we should make out our money order to him personally and not to AcrossUSA. We spoke to both AM and AcrossUSA, and both companies said to NOT make it out to him. However, AM told us to make it out to them while AcrossUSA claimed that we should make it out to AcrossUSA instead.
When we pressed for further information from AcrossUSA's Operations Manager ('Jerry', 877-8-ACROSS, acrossusa.com) and told him about questionable practices from his foreman, he became testy, claimed that we had no right to be asking these questions from him, and said that we was a problem customer. We cut short my call because we wanted to ensure delivery of our goods.
The delivery driver arrived on day 11 (well within the quoted window of time); he was from NW Relocation and was accompanied by a helper not in uniform. He told us that AcrossUSA expected to get the check made out to them, but we had made the check out to AM because that was the company we contracted with on the Bill of Lading. After he got us to talk on the phone with his dispatcher to repeat this he finally accepted the check.
The driver and his helper were actually very careful with our goods and were pleasant to work with. The driver told us that he told us to make out the check to him because he just wanted to make sure that he would get paid for his work. Our goods were in mostly good condition, though there were a few of moldy-smelling and beat-up boxes. The extent of the damage was some crushed glassware, filthy furniture, and damaged books and toys.
We have filed complaints with the Department of Transportation and the American Moving and Storage Association. We have not pursued the refund claim further with AM because we doubt the honesty of their claim based on our experiences. However, we were successful with disputing the extra charge made by AcrossUSA.
Based on our experience we urge anybody who is planning to move to stay away from Authorized Movers, AcrossUSA, or NW Relocationn and to not solicit any moving bids online. We recommend learning more about moving and choosing a mover from the website www.movingscam.com.
Grrljock
Bay Area, California
U.S.A.
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