My wife and I required moving services from Alexandria, VA to Lorton, Va (approximately 5-10 miles). We were moving from one three-level townhouse to a similar but slightly larger three-level townhouse.
My wife solicited estimates from several moving companies in mid-June to support our planned closing date of late June/early July. She discussed our moving requirements with Tabatha in All My Sons' (AMS) Savage, MD office and agreed to use their services based on the following:
— $124/hour plus one hour for travel
— Estimate of one hour per room (30 minutes move out/30 minutes move in)
— Based on this calculation an estimate for our move was $1,116 within or less than what other carriers estimated
Due to the fact that the home was new construction our moving date changed from July 6 to 29 June. AMS accommodated our revised schedule of a move out on Sunday 27 June and a move in on the afternoon of Tuesday 29 June.
Chronology:
Sunday 27 June: we were given a window of between 8-10 AM for the movers to arrive. They arrived an hour late at 11AM. Terry, the lead man on the job, reviewed the contract with my wife. It was at this point that he informed us for the first time that there was a four-hour minimum (including travel) for the job. It was not made clear at this time (Terry was not sure of the company's policy on this matter) that the four-hour minimum applied to each part of the job (ie, move out day and move in day).
Despite that fact that a majority of the boxed goods had already been pre-positioned on the main level of the home (and some were already outside waiting for the truck), the job conveniently fit the four-hour minimum policy. We were repeatedly lauded for how well prepared we were for the move and that the crew would save us some money. Once the truck was loaded, Terry also assured us that since our move in date was Tuesday (29 June) it would not be put in pallets and he would try to just keep it on the truck.
However, the staff in dispatch proceeded to overrule Terry on this matter and charge us two hours upfront ($124/hour) for the goods to be put on pallets. Finally, one of the gentlemen on the crew asked for a tip that he did not receive. Charges for 27 June: $924.94 (four-hour minimum, one-hour for travel, two hours for loading into pallets, $30 for washer/dryer $26 over-charge)
Tuesday 29 June: The closing on our new home ended at approximately 10AM. I immediately called AMS and informed them that we were prepared to meet the movers at their discretion. AMS was scheduled to arrive after 12PM.in the course of the afternoon my wife and I called AMS repeatedly and spoke to Cory in the dispatch office to find out if the truck was en route and an estimate for when they would arrive. Cory was unable to provide us any information on when our goods would arrive and became increasingly testy with our inquiries.
Finally, at approximately 4-5PM he informed us that AMS was not confident they could deliver out goods that day (29 June) because they lacked a driver and promised us that our delivery would occur early the next morning.
Wednesday 30 June: I called AMS at approximately 8AM to inquire if indeed our goods were on the way as had been promised. Cory told me that the truck was being loaded. When I called back at 10AM, however, I was informed that the forklift used to move the pallets had broken before the last two pallets of our goods could be brought down. He stated that a mechanic had been called and was en route.
My wife and I proceeded to call AMS in the course of the day to determine if the forklift was fixed and were repeatedly told the mechanic was en route.in response to our phone calls and frustration with a rapidly deteriorating situation, Cory hung up on both my wife and I and offered no apology for our inconvenience. Despite the fact that my delivery was now a day late and counting, AMS did not request the mechanic come immediately to their warehouse. Rather, AMS was his last stop at approximately 2-3PM. Cory told me that the mechanic was going to get a part and would be back.
While waiting for resolution of the forklift repair, I suggested AMS deliver whatever goods had been taken off the pallets that day to expedite our move. Cory said that he didn't want to separate our goods. I also asked to speak to a supervisor at this point and was told that Regla who handled customer service was not in that day. Based on the fact that our move was now one day late and counting, I pleaded with Cory to get our shipment sent our first thing in the morning. He said he would see what he could do when he spoke to his boss Damian the next morning but told me that jobs were already lined up for that day. This explanation seems ridiculous since one would think that taking care of outstanding customers/jobs first is a higher priority than starting new jobs.
1 July: Per Cory's direction I called AMS at 7AM to 1) determine the status of the forklift repair and 2) when our shipment would be delivered. Cory/Damian informed me that the mechanic was working on the forklift. I called back at 8AM and spoke to Regla for the first time. She assured me that the forklift was being repaired and I would receive my goods that day even if it were at 10PM (a very good estimate as it turned out).
I again requested that AMS send me a partial shipment so that I would not waste another day out of work. Regla refused to do this for the same rationale that Cory offered.By mid-morning, Regla informed that the mechanic required a different part that was not readily available but that she was confident it would be located that day.By early afternoon, she told me that the forklift was fixed and that our truck was being loaded and should be arriving at 4PM.
At this point I requested that we arrange appropriate compensation for our inconvenience prior to the movers arriving (AMS requires credit card payment prior to completion of their services based on an estimate by the crew) so they would not be caught in the middle of the situation. While Regla agreed compensation was in order, she informed me that I would need to speak to the owner, Mr. Peterson to discuss terms. Since I wanted to receive my goods when they actually finally arrived I relented but opted to use a credit card for the charges so I retained the option to dispute the charge (and will do so).
Despite Regla's statement that we should have our goods by 4PM, the moving truck did not arrive until 9:30PM on Thursday, 1 July a full two plus days late. The four-man crew arrived and immediately began to unload the truck. The lead man on the job told dispatch (Damian) to charge the four-hour minimum (9:45PM-1-45AM) Given the late hour and our desire to get our 3.5 year old daughter to sleep before midnight we elected to have the crew bring in the furniture to the house and dump the boxes and other goods in the garage. Consequently, the truck was unloaded by 11:30PM, far short of the four-hour minimum.
However, because AMS used a rental truck and not one of their standard trucks, all of our goods were not on the truck. The crew was as surprised as we were but assured us that it had to be back at the warehouse and the balance would be delivered in the morning. Charges for 27 June: $809.06 (4-hour minimum, 1.5 hours for travel and 2 hours for unloading the pallets and $30 for washer and dryer includes a $26 credit from an overcharge for services on 27 June)
Friday 2 July: The final shipment was delivered at approximately 11AM. However, despite the fact the crew on Thursday night finished the job in well under the four-hour minimum, Regla insisted on charging us for whatever time was required to finish unloading. The crew leader initially estimated one hour but then changed his estimate to. 5 hours. However, my credit card had informed me that I was charged for the full hour despite holding a receipt for $74 that is still more than the charges for. 5 hours ($62). Total charge: $124 (should be for $62 for one half hour of work)
Total cost of move: $1,857 (estimate was approximately $1,116)
12 July: In the course of setting up our house, we identified three items (a barrel, outdoor umbrella and a portion of a bed frame) that were missing. I provided this list to Cory and Damian on 2 and 5 July respectively. On 9 July, Regla told me that the bed frame was located and that it would be sent to me via UPS. The remaining items have not been found. We plan to submit a claim for those as well as numerous broken items. As of 9 June, Regla has informed me that Mr. Peteson, the owner, has still not returned from vacation so compensation has not been resolved.
Final thoughts: rent a U-Haul and do your move yourself before you use this company. An awful experiences from beginning to end. I was told to write letters to whomever I wanted to if I wasn't satisfied so I am taking Regla's suggestion to heart.
Brian
Lorton, Virginia
U.S.A.
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