Complaint Review: All Points Moving & Storage

12/12/04
AP came to my home (105 Croydon Ct. #105, Silver Spring, MD 20901) to pick up my items to move to Riverside, CA. As part of the agreement, I agree to pay an extra $125 for storage at a Los Angeles, CA location because supposedly my items would arrive in CA before I would (I was driving across country) and I did not have a storage location secured. When I arrived in CA, I would call AP with the delivery location.

According to Bill Curtis, my items should have arrived in Los Angeles on 12/21/04. I also left my brother's phone number (cell) as a forwarding contact phone number.

NOTE: I arrived in California on 12/23/04. I did not get a storage unit until 1/20/05 because I needed a California driver's license as identification. To obtain a license, I needed my birth certificate which I did not have in my possession. I had to order a copy of my birth certificate which took approximate two weeks to arrive. My driver's license took approximately two to three weeks to arrive.

1/20/05
I called Mr. Curtis and to find out how I would go about arranging to have my items delivered. He told me that when I secured my storage location just let him know and he would arrange for the delivery to that location. I got a storage unit later that day.

1/21/05
I called Mr. Curtis and gave him my storage location information. He said that he would call the L.A. location and arrange for the shipment of my items. Also, he would stop charging me for storage from this day forward. He would call me back with the details.

1/26/05
I called Mr. Curtis and gave him my new phone number. Mr. Curtis called my brother a couple days earlier. At the time, my brother did not have my new phone number readily available. Mr. Curtis said that he called me at my other phone number (the phone number of the house at which I was staying). I never heard from him at that number.

2/1/05
I called Mr. Curtis and once again tried to get a date and time that I could expect my items. He told me that I needed to call (310-784-8841) the L.A. location myself and make the arrangements.

I called 310-784-8841 and spoke with Allen. He said that he would have to look into this matter and he would call me back. He did not call me back that day.

2/3/05
I called Allen and I had to work hard at not becoming really angry. I could not understand why it was so difficult for to make the arrangements to move my items. Once again, he would look into it and call me back in approximately one hour.

An hour and a half later, Allen called and left a message. He was still processing the request. Give him a few hours and he would call me back later that day. He did not ever call me again.

I then called Mr. Curtis. He said that ten minutes after the end of our conversation on 2/1, he realized my items had not ever been shipped from Maryland. In December, due to lack of cargo space, the movers were not able to load my items onto the truck. He said he had given this information to my brother when he spoken to him. My brother never received this information and Mr. Curtis did not ever call me with this information.

Mr. Curtis stated that he had a moving truck leaving for Las Vegas on Saturday (2/5) and my items would be on this truck and arrive on Thursday (2/10).

2/10/05
I called Mr. Curtis to find out what time my items would arrive. He said that he was on another line and he would call me back in ten minutes.

Twenty minutes later, he called me back. He said that the truck that was supposed to deliver my items was experiencing mechanical difficulties. The truck was coming from Maine. I asked if he only had one moving truck in his company. He responded something to the effect that this truck was designated for the cross country move with my items. He claims that he told the drivers of this truck to call everyone who would be affected by this delay. He just assumed that they had called everyone.

Then, I stated that it was a poor business practice to only have one moving truck in the company and not to inform your customers when there is going to be a delay. In terms of the truck delay, Mr. Curtis responded Well, that's the trucking business. However, he did agree that it was poor business practice not to contact his customers directly. He apologized for the delay and stated that he would directly handle my case from this point forward.

He stated that my items would be shipped out on Sunday (12/13) and arrive on Wednesday (12/16).

12/16/05
I got in touch with Mr. Curtis at 12:46 pm PST. He said that he would call me back in five minutes because he was out of the office.

At 1:24 pm PST, I called Mr. Curtis and the line was busy. At 1:36 pm PST, I called Mr. Curtis and he voicemail answered. I did not leave a message. My items did not arrive today.

I filed a complaint with the BBB of the Washington, D.C. area. I also sent an e-mail (and voicemail) to Mr. Curtis terminating his services for All Points Moving's services. Among other things, I asked for the storage location of my items so that I could make other arrangements to have my items moved. I have not ever received this information from him.

2/17/05
I spoke with Jack Riser at AMSA (1611 Duke Street, Alexandria, VA 22314, 703-683-7410). He said that he would follow up with All Points Moving.

I called All Points Moving and then hung up. A few minutes later Bill Curtis left a voicemail stating that All American Van Lines will deliver your items this weekend.

2/20/05
I've tried to call what I think is All American Van Lines (1-888-777-6683 or 212-681-0269, 192 Quality Plaza, Hicksville, NY 11801) on Saturday (2/19) and Sunday (2/20) and it is a totally automated system. I left several messages.

It is 4:26pm PST on Sunday and what do you know, my items still have not been delivered. I have no idea where my items are located and I've received no phone call informing me of the status.

Janet
Riverside, California
U.S.A.

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