Below is the response from the company to a Better Business Bureau Complaint filed: And below that is our response:
As you will see Lizzy from All in one moving is a liar and they have this rippoff scam down to a science including keeping their rating with the BBB.
To - BBB - Complaint Dept. Re: Case # 80122564 Consumer xxxxxx
Dear Sir / Madam,
First, we do not know who Raymond is because we never spoke with him on any occasion regarding this move. We do know of Suzanne because she spoke with us on numerous occasions regarding her move to Huntingdon Valley, PA.
We are quite appalled that we are even receiving a complaint regarding this move because we as a company and Kirk as an individual did everything possible to provide an accurate estimate and a worry free move. When Kirk spoke with Suzanne, he specifically requested an inventory list, from which he could base the estimate. She did state that they had a 3-bedroom house but also said that not everything would be going. She supplied an item list totaling 749 cubic feet which should have occupied '12 of the 24 foot truck's capacity. He even provided an estimate of the packing charges for that size shipment.
On February 10th at 11:54am she accepted and electronically signed the final order for service which contained all of the explanations of the service, size of shipment and cost of moving that shipment. The job was set and passed on to the dispatch department. (see attached Order for Services) On February 26th we provided Mrs. X with moving services from NJ to PA.
The crew arrived at the pick-up address and the job foreman did a walk through with the client. He explained that the actual items to be moved were many more than the list provided to us and that she would incur additional charges. A final walk through is the standard operating procedure for every move before the team starts to work. This ensures that the information provided by the office and what actually needs to be done is in sync. Additions or subtractions are made at this time and the client is given the final quote.
The foreman estimated that she would need two trucks for the move and he also provided this is writing. As it was the end of the month we were unable to dispatch another truck or crew because we were fully booked. The only options she had were to have the crew do a second trip or wait until another day to have the items moved. She opted for the second trip.
Once this was done we had to cancel the second job the crew was scheduled to do on that day which created even more of a problem for us. The job foreman was also instructed to take pictures of the entire shipment while the items were on the truck. He did so and if needed, we can provide these as supporting evidence as well.
As the move progressed Suzanne called the office and was very irate, she was arguing that she had been tricked and deceived. Kirk tried explaining to her that to this point he had done nothing wrong and further that the job had been dispatched based on the information she provided.
There is irrefutable proof as evidenced by her signature on the order for service that she agreed to the terms and conditions set forth for moving 749 cubic feet. She continued to maintain that we should have sent her a bigger truck (but based on the inventory list it would not have been cost effective because of the size of her shipment). When Kirk told her that the truck was more than adequate for the list she supplied she said that we should have sent two. The trucks are being use for short distance moves are 24 " 26' or 28' ft, and even in a 28' FT truck her goods will not fit. The nest size will be a tractor-trailer witch in this case the hourly rate would be extremely higher than what she paid.
It would seem to me that anyone who applies any reasoning to this situation would notice that this was not even an option. If you provide us with a list of items that should fit comfortably in one truck it would not be very business savvy of us to send two.
In the complaint it also states that we agreed to do the move for $1,300.00 which is also false. This is further evidence that Raymond has no idea of what was discussed or agreed upon and he is only basing this complaint upon hearsay. We believe that before such a complaint is even made, all the facts and circumstances should be taken into account before any accusations of wrongdoing are made.
He is further declaring that Suzanne told Kirk numerous times that they have a large three bedroom house with many items. This is contradictory because she actually signed the order for service for only 749 cubic feet; on which the list of items was clearly displayed.
We assert that if she noticed anything missing prior to signing the order for serviceshe could have called back to update the list just as she provided the first one.
As far as Kirk blaming the crew, we are a legitimate business in good standing with the Better Business Bureau and each employee is trained and re-trained to take responsibility for his/her own actions as it relates to All In One Moving & Storage. We do not 'pass the buck' and further state that Kirk did not do this either.
Suzanne agreed to the second trip and whatever charges would be incurred. As such, the move was completed. She even asked the job foreman to find out from management if we could help her out with a discount on this move because she wanted to do a move with us in the future. The supervisor told her that any discounts would be applied once she booked the second move (for obvious reasons).
In conclusion, we would like a few points to resonate with your office:
A) Raymond Gallo did not make arrangements for this service and has onlybecome involved at the end without any real facts.
B) Suzanne provided a list for 749 cubic feet (half of the 24 foot truck) so Kirk who happens to be one of our most experienced consultants did an excellent job estimating for that amount. If the list remained true, this should havebeen a 90% to 95% accurate quote.
C) This move was based purely on an hourly rate with packing being additional at no time was any assertion made of a flat price.
D) The client was not charged one penny more than what it cost to get their move done.
E) At no time prior to the move day did we have any idea that this move would require two trucks or we would have made the appropriate provisions.
Finally, complaints like this that only serve to hurt the company with no real basis have no business on our profile. We have no problem accepting responsibility for the times we are at fault but will not pay for the times we are 100% right. We really appreciate the good works that are being done by the Better Business Bureau but implore you to recognize that this complaint cannot stand on its own merit. We request that this complaint be removed forthwith from our profile as being frivolous and malicious. We trust that the Better Business Bureau will act in the best interest of all parties involved and look forward to continuing our long-standing business relationship.
Very Kind Regards,
Lizzy M
Our Response to this travesty of a letter:
Dear Ms. Croux,
This letter is in response to case number 80122564. I am responding to the letter from All In One Moving & Storage, Inc in regards to our complaint.
First, I dont understand why Lizzy M says they do not who Raymond is. It was his credit card that was used to pay for services rendered in full and his name is also on the receipt, so she should know his name at the very least.
I agree that Kirk asked me for a specific list of items in our home and went over the cost for packing materials. If they dont send someone to the house, how else would they know what we were moving? Was this an extra service as it is implied in Lizzys letter? Since neither Ray nor I hold engineering degrees we have no way of measuring cubic feet of our belongings and I trusted the company was providing correct information. I felt this trust was deserved based on their BBB standing and that is why we are so upset. Lizzy states in her letter that I said we have a 3 bedroom home but not everything would be going. Since Lizzy was not on the phone call and has never spoken to me, it seems she got confused. Who moves and leaves items behind? I may have mentioned to Kirk that Ray and I were moving some things to storage ourselves but those items would not have been included in our list.
On February 26th when the crew arrived at 10:00am, the foreman and I did do a walk through. Contrary to what Lizzy says, I was not told at that time that there were many more items that the list provided. I was told anything with glass would need to be packed and that would be an additional charge. I certainly agreed to those charges and understood the need for them.
We did not receive anything in writing from anyone stating we needed 2 trucks. Nor, did anyone give us the option to move the rest of our belongings on another day. Even if we were posed that question, we could not have done it. We made settlement on our house in Riverside NJ on February 26th. We were lucky to sell our home to someone so nice as she agreed to let us move the items that would not fit in the truck into the garage. Lizzy also states that they had to cancel the second job that was scheduled for that day. The foreman, Adriano, told us that we were lucky because the customer for the second job cancelled themselves due to the weather. I strongly disagree and do not appreciate Lizzy lying that AIO had to cancel due to the issue with our move.
I did call Kirk on moving day after settlement. I was upset about our move, and I think anyone in our position would have been. I did not say I was tricked and deceived Another reason I dont understand why Lizzy is responding to our complaint. During this conversation Kirk told me I had to take my concerns to the foreman on the job because he works in the office. I said well, arent you the person who decides on what truck size to send? He agreed that was part of this job so I explained that is why I was calling him. Hence the reason for me telling the foreman Kirk was putting this on him. Lizzy states that each employee is trained and re-trained. It seems there is an opportunity for that here.
On the morning of Feb 26th Ray and I received an Estimated Cost of Services from Adriano after the walk through. The estimate reads $1,381.14. Please see attached copy. We were not told that our things would not fit into the truck until it was already half full and they had been there for 3 hours already. This is not hearsay and my husband did take into account all of the facts and circumstances prior to contacting the Better Business Bureau.
In Conslusion:
It appears that Lizzy is the one who doesnt have her facts straight and we are calling into question the estimation practices of AIO Moving. A fair resolution for us at the time would have been to credit our bill for 1 extra hour drive time, which equals $150.00. Since they brought the wrong size truck we considered this a fair compromise. When this question was posed to the office by the foreman Adriano, he stated that they are not willing to credit the bill and they would offer us 100.00 off our next move. And that if we do go with them for our next move we should ask for two trucks. According to the Your Rights and Responsibilities document that we received with our original quote from Kirk page 30, second paragraph, (http://www.protectyourmove. Gov/documents/moving-rights-v9-final. Pdf) it states Before loading your household goods, and upon mutual agreement between you and your mover, your mover may amend an estimate of charges. Your mover may not amend the estimate after loading the shipment. While the first load was being dropped off at our new place, he then amended the estimate for the second move and came up with the figure of 1975.42, which we had to pay since we still needed them to go back and pick up the second load. Since the estimate was amended after the truck was loaded and Lizzys unprofessional letter we would now like the entire second move refunded to us in full. We are requesting the difference between what we paid in full and the after walk through estimate of 1381.14, for a total refund of 594.28.
Of course I agreed to the second move. I had no choice. We could not leave our things in a house we no longer owned and another family was moving in to.
I have not once tried to dispute the signed paperwork that shows 749 cubic feet. My dispute is I have no way of measuring cubic feet and trusted the company. There is no need for the comment of there is irrefutable proof of evidence by her signature on the order for service that she agreed to the terms and conditions set forth for moving 749 cubic feet. I assume the her and she is referring to myself, Suzanne.
What is the purpose for the photos? The letter indicates the foreman was instructed to take pictures of the entire shipment while it was on the truck. We would be interested to see the entire shipment on the truck since it obviously didnt fit.
Finally, Lizzy has made several errors in her letter. I question the selection of Lizzy to represent All In One Moving to the BBB. How are we to know they are not making other mistakes? For example, page 2, paragraph 3. The last sentence reads, The nest size will be a tractor trailer witch in this case the hourly rate would be extremely higher than what she paid
We think this complaint should remain as a formal complaint against AIO Moving so other consumers can make an educated decision. If we saw complaints like this one, we would not have used them. This complaint is not frivolous and/or malicious as stated by Lizzy. We are simply stating we are less than pleased with the service we received from the offices of AIO. The crew and foreman were wonderful and a pleasure to deal with.
Thank you, Suzanne and Raymond
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