America's Best Movers Complaint - Problems with Movers
I had selected Americas Best Movers for my move from Wheaton IL to Redlands CA. This was based on the quote given to me by Issac who works as a Relocation Consultant. I had given him a list of items in my household and he sent me a quote for $1995 for 570 cubic feet. After the truck driver loaded all my goods, he said that the total goods were more and it will cost me $3350. There was absolutely no means to find out if the goods were within the 570 cubic feel as quoted in the initial quote or a thousand cubic feet as claimed by the driver.
The driver Avi also asked me to initial at a number of places on the form before he can start loading the truck. This included the part where I would be compensated at the rate of 60 cents per pound in case of any damage or loss. At that point of time I was given no other option. Before booking I had inquired from Issac and he had told that there would be an insurance coverage of $50000.
Issac, the relocation consultant and Avi, the truck driver had assured me that my goods would reach Redlands, CA before the 26th, the date I was supposed to move into my apartment. Avi had pressed us repeatedly to pick up the goods from our apartment on 14th instead of 16th of September and we obliged. After reaching Redlands, CA when we contacted the office on 26th September, I was told that the goods would arrive that weekend. I was upset as I had planned everything based on the availability of the apartment and arrival of my goods. From 26th of September, for 28 days we were without our belongings and without any information about our goods, with no idea if we will ever receive the goods. Throughout this period, whenever I called the company, I was told to call back after a couple of days.
The attitude and tone of the employees, especially Joe, was arrogant and unprofessional. I got the impression that they had no intention whatsoever of delivering my goods. At no point of time did I get the status of my goods. When I asked Joe that I be compensated for the delay, he indicated that I send him the remaining amount if I need my goods. Between September 14th, when my goods were picked up from Wheaton IL and October 23rd, when they were delivered in CA, no one called me even once to tell me where my goods were or when I will get them. The attitude of the employee was unprofessional and unethical. With two small kids, the amount of stress I had to undergo without my goods was unbearable. Without kitchen appliances / utensils, we had to incur a lot of expenses on meals. We also had to purchase clothes for the family to manage during the period. Apart from this, we had to incur costs in other basic necessities which would have been avoided if our goods had been delivered in time.
My kids were longing for their toys, books and other belongings everyday and we did not have an answer for them as to when they will get their stuff. All this was compounded by the uncertainty whether we will ever get our stuff back. On top of that the way the staff was treating us made us feel humiliated and scared. As soon as the receptionist found out that I was calling to inquire about my goods, she used to put me on hold that used to never end. I had to call over and over again to get a response – which always used to be “Call up in next couple of days”.
Finally when the truck driver David arrived with the goods 28 days after the promised date of delivery, he demanded that I pay him $150 cash upfront in addition to the remaining amount before he would unload the truck. Otherwise he would take back the goods. Having no other option, we had to give him the money to get our belongings, and a lot of them were damaged. On top of this they did not assemble or organize the things that they had dismantled during packing.
When I called up the office to get a complaint form for reporting the damages, I was told to call back after two weeks as the person dealing with the forms is on vacation.
Overall, I had a very unpleasant experience in dealing with America’s Best Movers where I had to undergo a lot of mental stress as well as financial strain. The employee attitude towards servicing me changed after they picked up the goods. I was treated with arrogance and felt humiliated in dealing with the employees.
To help keep me as a potential future customer, I would like the following:
1. Reimburse the total amount that was charged for the move.
2. Compensation for staying without our belongings for 28 days, from September 26th to October 22nd. This should include the amount we spent on food, clothes and other articles necessary for survival.
3. Hundred and fifty dollars that were forced from me by the driver David.
4. Compensation for the stress we had to undergo due to the unprofessional, anti-customer attitude of your staff.
5. Compensation for the broken goods that include coffee table set, dining table set and a dresser organizer.
America's Best Movers
1535 NW 65th Ave,
Plantation, FL United States 33313
At the very least I would like a response from your company regarding this incident. Thank you for your time.