American Moving Experts LLC

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We are a licensed interstate broker with the Department of Transportation (DOT) and that is listed in our binding estimate and on our website. We partner with carriers across the United States that are also licensed and insured to facilitate your move. Carriers are truck drivers, and they depend on brokers to help with the advertising, marketing, booking, and customer service. We didn’t increase your move, your estimate is based on the amount of space you utilize on the truck. At the time of booking you provided your representative with a detailed inventory of the items that needed to be moved, however as time passed and you began packing you realized that there would be additional items that needed to go on the truck as well. Understandably that does happen sometimes, we then set up a time for a quality assurance (QA) call to review your inventory before the truck arrived. Based on your QA call, you in fact more than doubled your inventory, which inturn doubles your space reservation. Now if there were still items that were not in fact listed on your inventory, or larger than described to your representatives that would then cause a price increase, and increase in space reservation. As far as the deposit goes, yes that is to coordinate your move with the driver, customer service through the course of your move, your booking agent taking the time to do your inventory, your QA representative going back over your inventory, which is all considered labor cost and effort. Again we do apologize for any inconvenience this may have caused you or your family, and if you are in need of further assistance please let us know. ..read more

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We are a fully licensed and bonded moving broker and that is stated in our binding estimate and on our website and we never promised to be the actual mover of your belongings. But we do handle all the advertising, bookings, and customer service for certain carriers within our network across the country. All companies in this industry are all partnered up (carriers and brokers) to make these long distance moves possible.

Our estimates are all based on the inventory that you provide during your booking and quality assurance (QA) appointments. Everything that can take up space on the truck has to be accounted for, down to a broom, small box, vacuum cleaner, or shoe rack. I do understand that during your quality assurance call you wanted to add on additional items but you were not happy about the price increase. So you then removed them to help cut the cost.

On the day of pick up the driver arrived and noticed that there were additional items that would need to be on the truck, and then provided you with a written revised estimate from 669 cubic feet to 1400 cubic feet as a worst case scenario. That is standard in our industry if there are additional items not listed on your binding estimate, or items that are larger in size per the Department of Transportation. At that time you sent the driver away instead of contacting our office for assistance during your pick up. Regardless of it being Sunday we have certain steps in place to still assist you during Sundays and Major Holidays when our office is closed. That was confirmed with you directly over the phone, and you were sent a pick up email with all the information listed as well.

You went ahead and emailed your representative at 8:02pm on Sunday, instead of customer service, and demanded a full refund of your deposit.

On 8/9/21 our customer service manager reached out to you and offered to send another carrier to pick you up, but you declined. She let you know that per our written agreement you had the choice to move forward with the original estimate and load to the 669cf or pay for the additional space needed for the additional items not listed on your original estimate. But since you refused both, that is considered refusal of services, and per our binding estimate which you signed states that “if you refuse services at the pick up location your deposit is nonrefundable”. But she then let you know that she was going to speak with finance and see if there was any way to compensate you. At that time she went ahead and offered you a 50% refund, which you told her that you wanted full reimbursement or nothing at all. And at that time you had mentioned to her that you would just dispute the charges.

On 8/10/21- you sent an email to our customer service and stated that no services were provided and that you wanted a full refund of your deposit.

However services were rendered on 8/8/21- when the carrier arrived for pick up, 8/5/21- during your QA appointment, 7/27/21- your booking appointment that took two days of working with you till you went into booked status, 8/7/21 customer service doing your pick up call.

So again we apologize for the inconvenience this has caused you and your family however we were not used as your liaison during the pick up process which we were hired to do. Sincerely American Moving Experts
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First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We are a licensed interstate broker with the Department of Transportation (DOT) and that is listed in our binding estimate and on our website. We partner with carriers across the United States that are also licensed and insured to facilitate your move. Carriers are truck drivers, and they depend on brokers to help with the advertising, marketing, booking, and customer service. It looks like you spoke with our Customer Service manager and she explained in detail the delivery process, which is also stated in our binding estimate under “Estimated pick-up and Delivery Schedule” section, which you signed. I understand that you also have some missing or damaged items, and our customer service team provided you with claims information to be able to file a claim and receive compensation for that loss. So I’m not sure what you mean by nobody has taken responsibility for the items lost or damaged? As it clearly states in our Binding Estimate that the customer is to pursue the carrier directly for any damaged, lost, or stolen goods, as American Moving Experts have not had physical possession of your belongings. So we apologize for any confusion this may have caused you and your family. And if you need further assistance please feel free to contact us directly.
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First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. I have listened to the recordings from your booking call, and your quality assurance calls. I understand that you wished to have everything delivered to your new residence the next day after pick up, and that is just not possible based on the 1239 miles give or take that your belongings would have to travel, and your quality assurance representative explained that to you in detail. She also let you know the drivers can only drive up to 500 mile a day then they have to rest for 8 hours. Now as far as the carrier “throwing your belongings on the truck” is hard to believe because they are an A class carrier with an A+ on the BBB. And in reference to the “delivery being left on the sidewalk” sounds like you refused to pay for additional fees that may come into play such as stairs fees or long carry fees. So for example, if the guys have to walk up more than a flight of stairs which is included with your estimate, or more than 75 ft. from the back of the truck into your front door carrying your heavy belongings there would be an additional cost for that labor. But all of that is also stated in your estimate under the section called “Accessorial post contract services not included in your estimate” highlighted in red. Overall, your belongings have been delivered within 15 business days from the day of pick up, and based on your first available delivery date you provided to the driver at the time of pick up. Again we do apologise for any inconvenience this has caused your family. And we appreciate the feedback you have provided us so that we can better explain the process in the future. ..read more

Hi John, thank you for the positive feedback. It's always a pleasure to help with your move and having great and easy repeat customers is the best. And you are absolutely right about the piano, and that is a beautiful one you have. We hope you have a very wonderful holiday, and we'll talk soon.

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We are a licensed interstate broker with the Department of Transportation (DOT) and that is listed in our binding estimate and on our website. We partner with carriers across the United States that are also licensed and insured to facilitate your move. Carriers are truck drivers, and they depend on brokers to help with advertising, marketing, booking, and customer service.

We thank you for the feedback about your move, and we will use it to make the necessary changes in our booking department, and dispatch department. To start we have taken actions against the carrier so that he can not do this to other clients. We do apologize that you were at the mercy of this experience. We have not had problems with them in the past. Again, we apologize for the inconvenience.

I reviewed your file and paperwork and found that your representative went above and beyond to give you a good move. She worked with you and your wife for four days before you were put into booked status. She set up additional coverage for your move, but you were able to secure that between two different policies that you currently hold. Then during quality assurance, you added on an additional 128 cubic feet to your previous inventory. But she made it very clear that it is a space reservation, and that if you add anything to the inventory that the price would be adjusted appropriately.

On the day of pick-up, we received no notification that there was a problem at pick-up. We confirm your pick-up with you the day before with a call and a follow-up email with all the pick-up information. Including if there is a problem to please reach out to us before signing any paperwork either by phone or email. We offer 24-hour customer service, it may take us a few minutes to reach back out after hours, but we always do.

Then you called customer service for an update for delivery, and at that time she informed you there was not an update. At that time you informed us that you told our representative you wanted delivery on 9/10, and she did note that on your file and put the request in as well. But on your paperwork, you stated to the driver that you wanted delivery ASAP, not the date that you had provided to our representative. Delivery is a request and referred to as your first available delivery date (FADD). That is the first day that you may accept your belongings, and based on that date the movers can coordinate the delivery. If there is a truck loading and heading on that route then your belongings may get loaded onto that truck and be dispatched for delivery.

Then we continued to answer your phone calls and email in customer service, and reach out to the carrier to get the updates for delivery. But during that timeframe, COVID hit that office and the drivers, which put a hold on all loads coming out of that facility. You spoke with one of the owners at the carrier facility as well and he informed you that it would be another week or two before delivery. And then the next conversation with the carrier he was still having a family emergency. COVID is not to be taken lightly, and they did the right thing by protecting the general public and not facilitating moves during that time.

Overall, we did the job that we were hired to do as your moving broker. We provided you with a detailed inventory list, a binding estimate, a licensed and authorized household goods carrier with the DOT, and we provided you with customer service through the course of your move. Unfortunately, there were additional items that were picked up which cause the price increase, you did not provide the same FADD to the carrier that you provided to our representative, and COVID hit that facility. Those are situations outside of our control. The owner stated that he apologized, and provided a refund to you for his unfortunate actions during your move. He did state to us that it was not our doing, but it is his and he apologized to us as well.

That carrier will remain “out of service” with our company because of this outcome. We are a family-owned and operated business and greatly appreciate your feedback about this. Again we truly apologize for the inconvenience this put you and your family through.

American Moving Experts
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Hi Robert, thank you again for all the kind words. The guys did do a great job, and they were very appreciative of the lunch your family ordered for them. We all wish your family the best in your new destination. If you need further assistance please feel free to reach out to customer service. Best regards

Hi Joseph, thank you for the positive feedback about your experience. We appreciate the level of communication you had with us, and you're one of our favorite clients. If you need help in the future please feel free to reach out directly to our customer service team.

Hi Mindy, thank you so much for the positive feedback about your experience. We are very happy to work with you through this process, as moving is one of the most stressful situations in life. If you need further assistance please feel free to reach out to customer service. Happy Easter

First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We are a licensed and bonded moving broker and our duty is to facilitate your move on your behalf by taking an inventory of the items that need to be moved, providing a licensed and insured carrier, advocating on your behalf during the course of your move, and help assist you with any claims info if it’s needed. All of that was detailed in the binding estimate that you signed.

Our moving coordinators are provided information about routes that need to be filled. Sometimes routes change based on many factors, delivery location changes, pick-up dates need to change, or a client cancels. It’s not something we like to happen, but it does, and we do our best to rectify the situation.

I did review your file and see that before the delivery process could begin the delivery driver had contracted COVID. Delivery drivers are a different class than pick-up drivers, they carry a CDL license due to them using larger trucks, and being able to deliver more than one load. That in turn helps save on fuel costs and emissions by being able to consolidate loads. It’s not something that they planned, and they were not happy about the situation.

We do apologize for the inconvenience this has put on you and your family and, were happy that our customer support team was able to accommodate you through that process. We have since stopped working with that carrier on your behalf and will not enlist their services again. If you need further assistance please feel free to reach out to customer service.
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