All Pro Moving Group LLC

Good Morning,

We are sorry to see that this move has come to here and apologize if Travis and Stacey feel they had a bad experience. After reviewing the extensive notes on the file I was able to get a better understanding on the situation.

On Dec. 24th the customers reserved a Move with rep. Brendan. I pulled the recording and he took an inventory that matches the 896 cf. of space. (reflects on the first signed contract) The amount for this quote was 3995.96. Customers went through verification process and move was reserved.

During every move process we do a Quality Assurance call. This takes place a few days prior to pickup, customers have the opportunity to add or remove items from their inventory at the same agreed upon rate. (3.15 per cf. on this case)
during the quality assurance call Travis and Stacy added 1656 cf. to make their move now DOUBLE in size. New contract was sent out to the customers in which they felt was fair and they signed off on. To put this in prospective 896 would not fill up a 26ft box truck. 2552 cf. would require a tractor trailer to fit everything. It is extremely rare that we see an increase in QA of this size. I would question where all this stuff was during the first inventory with the rep. Brendan?
This type of adjustment can logistically change the route that was originally reserved being that a different truck is required. Nonetheless, we still honored the same rate for the customers.
Carrier arrived on 2/26- foreman performed walk around, as they do on every move.


Carrier is onsite.
Walk through with driver. Steve has not spoken with customer yet and is updating us.
He did a piece count, during walk through.
191 are just boxes + totes == 430 PC`s
CX is not done packing, maybe 10 boxes left.
Steve is thinking 3700-3800 cubes onsite.

(Adding 1200 cubes to 3750 total cubes)

Again there were more items on-site and the driver had to charge accordingly.

The notes on file show the customer had an expectation for delivery of the next day. This is possible for a move going 500 miles but in this case the move was over 1500 miles. At no time do we guarantee delivery ETA's. This is gone over in the verification and is all over our contract.

We understand the customer's on their own accord, decided to utilize a hotel in the mean time. I understand that Travis was upset because the hotels bill was starting to add up, which again we have no control over.

Later in the notes it shows that the delivery was delayed due to owed funds to the driver due to shuttle fee's, which were later waived after All pro went to bat for the customers with the carrier.

During the entire process All Pro stayed on constant communication with the customers and did everything we could to help the situation.


Finally, at no time was All pro in breach of contract. We did everything we could to help Travis and Stacey with their move. Unfortunately the inventory kept increasing throughout the move and last min adjustments had to be made. The customers made their own decision to go and stay at a hotel knowing that we cannot guarantee delivery ETA's. If there is anything further that All Pro can provide, we would be happy to do so.
We hope that all parties involved as well as their families, get through this challenging time for our country. ..read more

Hello,
We are sorry to hear that Mrs. Mann had some broken items & delays with the second truck. This is never our intention, unfortunately things happen on the road everyday. Being that she had such a large move, (over 2000 cubic feet) the items
were divided onto 2 trucks. A 26 ft box truck can only handle up to 1700 cf. The 2nd truck had a break down which cause delays. These are situations that happen very rarely but nonetheless do happen with all moving companies. When a situation like this arises we always do all we can to streamline the process and help in any way we can. Being that we did not have 2 trucks available for this particular move, it was contracted out to a network carrier, our contract does list that we use these types of practices during unforeseen situations.
If Mrs. Mann needs any further assistance with her claim what so ever please contact us. Again we apologize for the poor experience. We hope that you can understand we are human and weather or not our intention is to have our best foot forward, things do happen. We hope that Mrs. Mann and her family are well during this challenging time for us all. Please call us if there's anything we can do to help.
Best regards,
-All Pro management. ..read more

Good morning,

Mr. Jackson reserved a move with us on 2/14. Prior to this date he went back and forth with a customer service rep regarding price. Claimed to have a cheaper price with another company. We ended up dropping our rate to the bare minimum for him to help with the move. Mr. Jackson had extremely high expectations for his move and wanted it done at the cheapest price.

On 2/17 customer called in with the expectation of delivery only being 7 days, was then informed a move of this distance takes 14-18 and that the mover have up to 21 days. This was gone over during verification originally right after he reserved the move.

Note from file- 02/20/2020 01:06:05 pm BRANDON Hi I have a question, I have a friend that`s looking to move from Detroit to Maryland. Can I send him your contact info? And do you provide referral compensations?

02/27/2020 04:44:49 pm LISA he said he wanted the $50 to be applied to his move. I told him we could refund it back on his card. he said that`s fine

Transaction Successfully Refunded
Transaction Receipt

Transaction Information
Merchant: All Pro Moving Co - (Boynton Beach, FL)Date: 02/27/2020 6:06:17 PM ESTTransaction ID: 5207298239Transaction Type: Card RefundAmount: $-55.00
Credit Card Information
CC Number: [EDIT] CC Expiration: [EDIT] CC Type: [EDIT] Processor: [EDIT] Status:CVV Status:Auth. Code: [EDIT] Currency: USD
Search Card
Billing Information
Michael Jackson
mjjackson215@gmail.com
[EDIT]
US
Shipping Information
US
Order Information
Order ID: SS7922227

3/11 (Notes from customer service agent)
Went over the breakdown with Michael today:

400 cubes total / $146 in packing
$150 long carry

Customer feels these are hidden fees that he already went over everything with Brandon. I tried to explain that if we were packing we would have the packing info on here and we would of confirmed this in verification.

He also thinks his delivery was suppose to take place last Friday (FADD 3/7) which I explained this to him as well. He said no one can give him any information on delivery but every time he calls in he and immediately asks for me. I let him know I JUST received his paperwork yesterday.

He is looking to complain to get money back. He is very combative on the phone and whatever I say he is just looking to argue about. He started to ask for the owners name in which I told him is public information but if he is looking to resolve any issues he needs to be speaking with our managers out of the office. (he wasn`t happy with my answer.

In the end he ended up hanging up on me. I`m going back to listen to the verification since he basically wants us to pay for his packing

Packing other then standard furniture, is an additional service and would need to be paid for. Mr. Jackson thought it was included, if so it would have been on the contract.

Compensation for Mr. Jackson was under review and during this time he charged back with his bank which left him in breach of contract and we would no longer be able to make any type of compensation for his move.

If there are any further questions that need to be addressed please let us know

Good day,
-All Pro management. ..read more

Its unfortunate and disappointing that we arrived at this point.

No, we did not spend weeks planning your move. This move was reserved very last minute. A majority of our moves are reserved over 30 days in advance. Our team scrambled to ensure a carrier arrives on your requested dates. We worked on your move quickly as you trusted us to get the job done properly.

If you reserved airline tickets and decide to cancel last minute there would be no cash refund for the late cancellation. Some airlines do offer a credit to be used on a future flight. If you reserved an AirBnB and decided to cancel last minute, you won`t even be able to talk to a live representative on the phone let alone get any sort of refund back. With almost any business this is standard policy. Its stated in their contracts or mentioned during the reservation process.

We dispatched the job to US Movers Inc shortly after you reserved. They E-Signed on July 16th and accepted the job. We cancelled the move with US Movers Inc over the weekend after you confirmed your cancellation with our General Manager Andrew. If they didn`t take you off their calendar and contacted you then we apologize for the inconvenience.

Our responsibilities, as stated in the signed contract, is to locate and dispatch a fully licensed and insured household goods motor carrier. We did exactly that.
Compensation was offered to this customer in order to find common ground, based on the contract we were not obligated to refund anything. Unfortunetly he declined. ..read more

Good morning,

As to the COI-Jeff from AA turned it in yesterday Morning prior to arriving - he had it submitted by or before 9am

We apologize if he didn't have a copy on his person for you. it was for the complex. The main issue was Evelyn was contracted for 286cf. and on site had additional items bringing her over 400 cf. as well as packing services needed. She tried to use the insurance issue as leverage towards her argument.

The carrier assured us they had the certificate of insurance ready before arriving onsite this morning. This was a clearly noted requirement on your file.

Yes, you signed a moving estimate with All Pro. The contract states that our job is to dispatch your load to a licensed household goods carrier, as we did. AA Moving was the carrier assigned. They are insured and up to date with all requirements to be a licensed household goods carrier. They definitely should have had the certificate of insurance, however if they did not then a phone call to us should have been made to fix the problem.

The feedback we received from the carrier this morning was that you required packing materials for certain items to be transported. The movers are responsible for dissembling/ wrapping all standard furniture.

Note from file-

07/07/2020 10:06:52 am SARAH PER LISA - Reach out to Jeff, he is having issues w/ a pickup - SPOKE W/ JEFF @ AA =
Sent truck away - 3 granite top entertainment center = $200 in packing / small volume increase cx absolutely refused any additional costs, asked crew to leave , canceled directly on site -

(we can't just put pieces of granite in the truck without being properly wrapped) This should have been packed by the owner prior to pickup, or you would have the option to pay the movers for packing services.

Further notes from file-

07/07/2020 10:10:26 am SARAH LVM w/ Evelyn asking her to please reach out regarding this attempted pick up

07/07/2020 10:32:06 am SARAH Got Evelyn on line - she immediately just said I just want you to know I already called the BBB, my bank is giving me my money back, canceled her cc , we don`t know who we`re messing w/ and our business is done here, just another fraudulent company out of Florida - she didn`t give me the opportunity to speak, attempted to but she just said we`re done here and disconnected the call
REQUESTED CARRIER TO SEND OVER WHATEVER PAPERWORK WAS COMPLETED DURING THE ATTEMPTED P/U ALONG with W/ CARRIER STATEMENT SUPPORTING THIS IMPROPER CANCELLATION

As you can see we were very reachable during the pickup and the situations that arose. Evelyn was extremely combative and wanted things done her way. We have policies and rules that need to be followed by the DOT when moving state to state.

Attached you will find our signed contract with Evelyn and well as a 2nd attachment from the carrier which is the revised estimate. As you can see the overage amount she claims is not accurate.

Throughout the rest of the day Evelyn continued to email and harass our company, making threats about posting bad reviews until she received her deposit which you will find clearly in our contract, is non-refundable at this point in the move. She has also threatened to have her retirement community write bad reviews to effect All Pro. This would be grounds for defamation and has already been documented and sent over to our legal team.

Article 12 from the contract which Evelyn signed clearly states that her actions on-site constitute grounds for forfeiture of her deposit. (see below)

12. As the customer, I understand that a service refusal, or denial of service, either verbally, in person, or over the phone, will be treated as a late cancellation, outside of the company's set cancellation window. I understand that refusing or denying services, will result in a forfeiture of my deposit. As the customer, I understand that claiming, "services not rendered", requires a written statement, explaining in detail, ALL PRO MOVING GROUP failure to service the job. This completed statement must be emailed to admin@allpromovinggroup.com. I understand that a cancellation made within 7 business days of the scheduled pick-up date, will also be treated as a late cancellation and result in a forfeiture of the deposit, as a carrier has already been assigned and dispatched. As the customer, I understand that if I book my move within 7 business days of the scheduled pick-up date, the 72-hour cancellation window will be null and void.

As a Household Carrier/broker our contract clearly states that we have the ability to sub the job out to a network carrier. These companies as well as ourselves lease the some trucks in order avoid large maintenance responsibilities that follow. A lot of movers use to same business practices and there is absolutely nothing wrong with conducting business in this manner. The accusations that are being made in Eyelyn's previous response are her opinion or what she thinks she saw. We produced the actual documents that were presented on site. The insurance again was provided to the necessary party in order to conduct the move in her community and not provided to her person. If this was that big of an issue, a phone call could have been placed and the COI could have been sent out for her records.
Evelyn agrees that there were additional services that needed to be provided on site that were not on the original contract yet still claims that we are fraudulent? The overage that she claims does not match the BOL produced in our last response, that difference was fair and honest.
We understand where she is coming from as to companies out there in all different industries not doing the right thing, however we feel that she jumped the gun way to fast with false accusations that cannot be proven. It is very sad that there are companies out there that take advantage of senior but we can assure you All Pro is not one of them! We wouldn't take the time to address the matter on the BBB and produce documentation it that were the case.
Evelyn needs to understand that everything has to be accounted for and packed appropriately when moving long distance. We cannot just throw pieces of granite on the truck, they have to be wrapped by the owner or paid to be wrapped by the movers or they cannot go on the truck. We go over with every move prior to booking that the movers are responsible for dissembling and wrapping of all standard furniture. All fragile's, boxes, pictures, and smaller items have to be packed by the owner. Unfortunately, Evelyn failed to do so and claims we are a fraudulent company that takes advantage of seniors because of it. This really saddens us to be accused of such a terrible act when we are an honest hard working American company busting our humps during this challenging time for everyone.
In closing we hope that the BBB has seen the true documents that can actually hold weight and see that All Pro has done nothing wrong as to our business practices. We ask that this matter be closed. Evelyn has charged back the transaction with her bank and because of that even if she were eligible for compensation we do not have the ability to do so, the matter is in the banks hands.
We thank all parties included in taking out the time to read our response today and wish everyone well.

Good Day,
All Pro management. ..read more

Hello,
Amineh Farzannia reserved a move on 03/24/2020 and made a initial deposit in the amount of 630.79. She then went through a verification call to confirm the work order and make sure all proper expectations can be met. (She did not mention the tight pickup window stated above) Every move has a 2day pickup window unless a customer choosing to pay for a 1 day pickup window, (additional 150.00) Customer are told they need to be available within the 2 day window for pick up. Drivers are coming off of other jobs and sometimes from other states, that being said, guaranteeing exact times is extremely challenging for all long distance movers.
Come Saturday morning during her pickup window customer refused the truck and sent them away!
Amineh was on the phone with one of our customer service manager for about 45min when unfortunately the call became escalated between both sides.Not sure where she is getting all the transactions from, we only charged the initial amount to lock in the move. The other funds she is claiming is entirely false. That portion of the move cost goes directly to the carriers, which she sent away, not sure how she could have paid them if they never loaded the items..
The long and short of this move is you cannot refuse the truck when its inside of your pickup window.
-All Pro Management. ..read more

Hello Katie,
We are sorry to hear you incurred some broken or damaged items during your move. If you haven't done so yet please contact our customer service department in order to file a claim. These things unfortunately do happen and is our last intention. We will do all we can to fix the situation and make you whole.
Thank you,
-All Pro management.

Hey Lindsey,
Thank you for the Honest feedback. We always take customer feedback into serious consideration. We have since contacted this carrier and put them on a probationary period with us in which they have to prove themselves to us again in order to do business with us. Thank you for mentioning the customer service department as they do work their tails off and do all they can to make sure you have a good experience. If there is anything further we can do please reach out to us. Wishing you and your family nothing but the best in the future.
kind regards,
-All prom management. ..read more