My wife and I moved into a new home in December. Prior to our move, we had all of our furniture stored in a Portable Storage Containers (PODS). When we were ready to move in, we did an internet search to find a list of movers in Maryland. We needed a moving company to take the items out of the PODS and move them into the house. We received a phone call and email from American Moving Service. I even went so far as to visit their website and they marketed themselves as being a top notch moving company. They were registered with the Better Business Bureau and also part of the American Moving and Storage Association.
After speaking to them, we agreed to utilize their services. I explained to them that I needed them to remove items form 4 PODS into my home. They asked if I also wanted insurance and I answered in the affirmative. Moreover, I asked them if they could put my beds back together since they had been taken apart to fit inside of the PODS. They said they could. Moreover, I wanted them to place something on my carpet because my carpet was brand new.
When they showed up, the movers complained that they were not supposed to remove the items from 4 PODS. They said they were only suppose to remove the items from 3 PODS. I informed them that I had paid for items to be removed from 4 PODS; not 3. Plus, It did not matter seince they were getting paid by the hour. I called the company and (Chris) confirmed that I had paid to have items removed from 4 PODS. These guys were absolutely the worst.
They soiled my carpet by walking on it with muddy shoes, they broke several items by pulling items out of the PODS instead of carefully removing them, they placed boxes clearly marked KITCHEN in my master bedroom. They got into their vehicle to leave with items still in the PODS and my beds were not put together. I asked them where they were going and they said they had another job to do. I told them I was going to call the company and they said they did not care. Chris spoke to the movers and they got out of their vehicle, walked into my home and put my beds together.
I called the company and told them they had broken a lot of my items. Max (supervisor) told me to send him pictures of the damaged items. I did only to have my sent letter returned to me with a "Rejected" stamp on it. I called them and they said the person working at their front desk could have rejected it because they were not familiar with the sender. He asked if I could email the photos to him. I did and he said their mailbox was full and he did not receive them. I mailed them to him again, and this time he said they received them.
When I tried to get the status of my claim, MAX told me to check back with him. I routinelly called their office and the phone would constantly ring. When i did get ahold of MAX he would lie to me. He told me my claim had been processed and that they had sent me a check. I asked him how much they had sent and he said he believed the amount to be somewhere near $1200. The actual amount of damages were $1400. I also asked him where the claims department was and he said they outsourced their insurance and that customers could not call the insurance company directly.
When I spoke to Chris, he said the claims department was located in their office; a complete contradiction to the story MAX was telling me. Needless to say, the check never arrived. Max even told me that If I had a problem I should contact the Better Business Bureau. I contacted the Better Business Bureau and they conducted and investigation. After multiple attempts to contact the company, they said the company did not respond to them. They advised me to contact the State's Attorney General"s Office. I did and they conducted an investigation as well.
The mediator said he spoke to MAX and that MAX said he would no loger discuss my case with them. The mediator said he had no enforcement power and that it would be best if I took them to court. This company knows that they dont have to answer to the BBB or States Attorney Generals Office. The sad part is that they are allowed to operate in the state of MD like this. To be perfectly honest, i would suffice to say that most consumers would not continue to pursue this. This had been a long process and the issue has still not been resolved.
Take a look at their website and let me know what you would do. Just google "American Moving Service". They are located in Elllicott Maryalnd. I took out the insurance (and was charged for it) because I know things get broken during the course of a move. If a company breaks something, shouldn't I be reimbursed for the items that were broken? The company thinks they don't have to honor this and there is nothing a consumer can do about this. So far, they have been correct!
Sean b
accokeek, Maryland
U.S.A.
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