All Pro Moving Group LLC

Aaron, we did not scam you and its disappointing to hear you feel that way.

We were contracted on 9/19 to facilitate and coordinate your move for a pick up on 9/21 (within 48 hours) traveling approx 3100 miles. After reserving with your representative we put you through a screened verification process in which we reviewed all the key points of the move to ensure you have the proper expectations and we have the correct info. This was a recorded call and during the call you were told there was no cancellation window being that your move was reserved last minute. There was no reason to cancel because you were moving so quickly and were in agreement with everything we reviewed. It would be VERY strange to make a $1K down deposit for a move within 48 hours, traveling 3100 miles, if you didn't plan on moving.

We did NOT receive a proper cancellation notice from you. Cancellations need to be emailed to our main company email. You did notify your sales representative at 3:00 am by texting a desk line and emailing him personally, however the company was not made aware of this until the following day when he came into work. Normally there is a 72 hour window for cancelling, however 72 hours from when you reserved you would have already been picked up. Cancellations have to be made 1 week prior to the scheduled pick up dates.

We offered you a partial refund and resolution in hopes we can part ways on good terms. We are not obligated to refund for late cancellations, however it is important to us to rectify all issues when a customer voices a complaints or dissatisfaction with services. We did not strictly stick to the NO refund policy in the terms of the contract. We tried to go over and beyond to resolve with you. Most businesses offer credits when it comes to compensation. We offer real cash back being that you will most likely not be moving anytime in the future.

Feel free to contact us if you would like to discuss further. We are saddened that it came to this.

- All Pro Moving Group
(888) 722-0306. ..read more

Hey Jamaal,
Glad all went well, thanks for the review!
Best wishes,
-All Pro Team.

Hello,
In attempt to locate a file for you in our system, we feel you have the wrong company. The is no record or job number attached to the name or email.The above message does not indicate how we do business what so ever. I would recommend you refer back to your moving contract to ensure you have the proper dot number. Our's is (3159045) We are sorry that hear you had a bad experience somewhere. Good luck to you guys.
-All Pro management.

Hello,
WE are sorry to hear Mr. Whelan had a bad experience. I'm a bit shocked to hear the move went this direction with Unique Van lines. They are a company we have used multiple time when we have unforeseen circumstances and cannot provide our truck.
We have reviewed the notes on your file. I saw that items were added during the quality assurance call. It also showed that there were more items unaccounted for upon pickup. This would usually carry overages in cost of the move. I believe an extra flight of stairs was waived due to your situation.
On 2/17/2020 the file shows that Jake sent out claims info for the items that might have been damaged.
note from file- 02/17/2020 03:00:31 pm JAKE Sent him claims info from what I gathered from his pictures it looks like a bin got crushed, the rims where scrapped in a few different spots, and some wooden object was broken.
Will follow up with the customer
Please contact customer service if you are still in need of assistance for claims, we would be more then happy to help you with that process.
Anytime a customer voices a complaint we always do our best to help the situation and find common ground. We would usually offer compensation for miscommunication or any errors that could have been prevented on our end.
When contacting our customer service department pleae make sure you use the #2 prompt in order to get in touch with someone as we are very busy due to the pandemic our country is experiencing.
We hope to hear from you soon to help your situation.
We hope this message finds you and your family well during this challenging time for us all.
-All Pro management. ..read more

Chris Lee is the son of the move for Bonnie Murdock. He was not on the contract what so ever and has done nothing but bring more strain to his mothers move. Below you will find our response to his mothers move. Unfortunately Chris did not know that Robert signed off on the overages with the driver. He went straight into threatening our customer service staff and acting in a belligerent manner. Below you will find our records of what transpired during this move.

Back on 2/21 Bonnie reserved a move with us from Red Feather Lakes CO to Emeryville CA. On 3/5 a quality assurance call was placed to Bonnie to ensure the inventory was accurate before pickup. File shows customer added some items as well as packing. Customer already made out money order for original amount due. Had to get new money order. It appears that Heather is the true customer and Bonnie & Robert were helping set up the move.
There are notes on this file dating from the booking date of 2/21 until yesterday. During the pickup Robert was present, he signed off on the bill of lading which listed move space then what was originally quoted. Meaning he agreed to the increase in inventory and the driver loaded the items onto the truck. Unfortunately for Bonnie, Robert failed to let her know of the increase. This is what caused the huge issue at pickup.
We have also had numerous calls from their son (Chris) who has been nothing but nasty with the customer service department. He has cursed at employee's and had to be told we will only speak with parties listed on the contract, which he is not. We understand this is a stressful time and moving is stressful in itself. Nonetheless, there is absolutely no need for the way he handled himself.

Note from file as of 4/1-

Chris called in looking for Jake - claims that Platinum called him telling him to call me. I conference Platinum on the phone who did say he did not advise customer to call us. The first curse word Chris hit me with today I let him know we are not going to be spoken to in this manor and no longer wish to speak to him since he is not on the contract, and hung up.

Bonnie ended up calling back in and I went over everything with her. She is adamant on her things not taking up 500 cubes. She said Robert and her had a very bad falling out and he did not tell her he signed her into a higher price.

I spoke to Rafael at the carriers office and he is sending someone out to the storage to revise this estimate again. They will take pictures and call BONNIE to let her know how much space her goods are taking up on that truck

Chris created a complaint also (90543385) which should be null and void being that he has nothing to do with this move contractually.


That is where we are currently at in the matter. We have been accused of being a scam? which is far from the truth being that were sending someone back out to measure the size of the move to ensure they are paying for the true space. A fraudulent company would not go the extra mile to find some common ground.

We are always try to put our best foot forward to provide the best quality of service. In the event that we contract a job out and the carrier provides a poor service, we would remove them from our network of carrier's.

Finally, We would be more the happy to update the BBB when the new measurement of goods is conducted.

Best wishes,
All Pro Management. ..read more

Good Morning,

Back on 2/21 Bonnie reserved a move with us from Red Feather Lakes CO to Emeryville CA. On 3/5 a quality assurance call was placed to Bonnie to ensure the inventory was accurate before pickup. File shows customer added some items as well as packing. Customer already made out money order for original amount due. Had to get new money order. It appears that Heather is the true customer and Bonnie & Robert were helping set up the move.
There are notes on this file dating from the booking date of 2/21 until yesterday. During the pickup Robert was present, he signed off on the bill of lading which listed move space then what was originally quoted. Meaning he agreed to the increase in inventory and the driver loaded the items onto the truck. Unfortunately for Bonnie, Robert failed to let her know of the increase. This is what caused the huge issue at pickup.
We have also had numerous calls from their son (Chris) who has been nothing but nasty with the customer service department. He has cursed at employee's and had to be told we will only speak with parties listed on the contract, which he is not. We understand this is a stressful time and moving is stressful in itself. Nonetheless, there is absolutely no need for the way he handled himself.

Note from file as of 4/1-

Chris called in looking for Jake - claims that Platinum called him telling him to call me. I conference Platinum on the phone who did say he did not advise customer to call us. The first curse word Chris hit me with today I let him know we are not going to be spoken to in this manor and no longer wish to speak to him since he is not on the contract, and hung up.

Bonnie ended up calling back in and I went over everything with her. She is adamant on her things not taking up 500 cubes. She said Robert and her had a very bad falling out and he did not tell her he signed her into a higher price.

I spoke to Rafael at the carriers office and he is sending someone out to the storage to revise this estimate again. They will take pictures and call BONNIE to let her know how much space her goods are taking up on that truck

Chris created a complaint also (90543385) which should be null and void being that he has nothing to do with this move contractually.


That is where we are currently at in the matter. We have been accused of being a scam? which is far from the truth being that were sending someone back out to measure the size of the move to ensure they are paying for the true space. A fraudulent company would not go the extra mile to find some common ground.

We are always try to put our best foot forward to provide the best quality of service. In the event that we contract a job out and the carrier provides a poor service, we would remove them from our network of carrier's.

Good morning,

We have been involved this entire time. We have done our part and continue to do so. Again our contract states we are not responsible for the overages with the carrier.However, we have done our best to assist with the carrier. Please see notes below of the past 3 days we have spoken with Bonnie and the carrier regarding her move.
Notes from file below-

04/09/2020 03:38:29 PM
SARAH Carrier called in looking to see if we were able to get anywhere with Bonnie -- let him know we`re going in circles on this one , CX now just hangs up on us when we attempt to help complete this delivery or find resolution and at this point he can keep the goods or take a payment in the amount of $861 which is what Bonnie said she was willing to pay , he sighed and said ok I will call her later and get this finished , sounds like he`s going to remove the shuttle and this additional $100 she keeps talking about notated nowhere bringing balance to $861 , not entirely sure if that`s the plan but that`s my understanding from carlos`s response - To Be Continued ..

04/08/2020 06:20:18 PM
LISA Carrier just called me looking for an understanding on this. I told them about Susan`s note below and the carrier is not going to pay another month of storage for her so she needs to make payment and pickup her things Asap

04/08/2020 04:45:25 PM
SUSAN customer wants to talk about her hostage situation
afraid if she pays her items will disappear after she does. says she wants to pay us. told her that if she wants her things immediately as she is saying.. it would suit her best to pay the carrier rather than add the delay to the process of paying us who will wait for it to process and clear before we pay carrier.. she says we are partners in the scam told her I would not entertain this conversation, that if she wants to coordinate delivery, she needs to provide the required payment -customer hung up on me.
note from carrier below-
We are writing with regards to your balance.

We would like to notify you that originally your balance was $1828.91, but we are reducing it to $1294.00
It`s $1389.99 + $234.00 for additional cubic feet + $350 for shuttle = $1974.00
You already paid $480, we will not take charges for the storage and will provide you with a discount in the amount of $200.00
So your total balance without re delivery is $1294.00
Unfortunately, we can`t provide you with free re delivery so please confirm that you agree for this amount in the next email and fulfill the balance in the amount of $1294.00 as soon as possible via Wire Transfer or Zelle, so we could provide you with access to the storage unit or provide you with re delivery.

We are doing everything on our end to help this customer. Nonetheless, our contract states we are not responsible for these situations in the event of overages from the carrier.

Bonnie signed a contract with All Pro Moving Group via Adobe E-sign where she initialed each of the 15 terms and conditions and signed. Initialed and signed the cancellation policy.

The second attachment will show the customer signed off on the revised contract after adding items.

If any further info is required from All Pro please let us know. We hope that this can come to a resolution in the near future.

Be well,. ..read more

Hello,
We are sorry to hear your move took longer then everyone would like. Unfortunately you were traveling from "Cody" WY to Westford MA. This Cody pickup is not exactly on the grid.
Directly after booking your move you were told in Quality assurance this move could take up to 21 business days which we always do our best to make sure this doesn't happen. Anytime the movers go outside of that window they have to pay daily fee's to the customers, which I believe has been arranged for you. During your Quality Assurance call you opted in to increase your move size which influenced an additional cost of 1505.13 file shows you were fine with the overage and signed the new contract with the added items.
WE did stay in communication with you during the ending days of July and the beginning of Aug as to delivery updates. We continued to contact the driver as to where they were and when they believe they would arrive. If we were a fraudulent we'd just stop communication like the real scam companies do. Or not even show up at the pickup like they are notorious for doing because the job was priced way too low. WE understand your frustration and please understand this is not done intentionally, we don't enjoy responding to negative reviews. Please take into consideration where your move was being pickup up when looking at a map. Again we apologize for any delays and havoc this may have caused you/your family/any medical conditions. We appreciate your service to our military.
Take care,
-All Pro. ..read more

Hello Tyler,

On behalf of our team, it was a pleasure working with you as well!
We hope you use us again in the future!

Best Regards,

All Pro Moving Group.

Hello Joann,

On behalf of our team, it was a pleasure working with you as well!
We hope you use us again in the future!

Best Regards,

All Pro Moving Group.