- Report: #98553
Complaint Review: All My Sons Moving And Storage - Savage Maryland
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All My Sons Moving And Storage
8869 Greenwood Pl Suite C Savage, 20673 Maryland, U.S.A.
Phone:
301-985-4000
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All My Sons Moving And Storage ripoff bait and switch billing practices, delivered goods three days late with no compensation, horrible customer service Savage Maryland
*UPDATE Employee: they were quoted the hourly rate from start to finish plus 1.5 hours for travel time
*Author of original report: What She Didn't Say, a few points about Ms. Carrington's rebuttal
*UPDATE Employee: Manager
*UPDATE Employee: Manager
*Consumer Suggestion: Same Treatment, Same Scam in Annapolis
My wife and I required moving services from Alexandria, VA to Lorton,Va (approximately 5-10 miles). We were moving from one three-level townhouse to a similar but slightly larger three-level townhouse.
My wife solicited estimates from several moving companies in mid-June to support our planned closing date of late June/early July. She discussed our moving requirements with Tabatha in All My Sons' (AMS) Savage, MD office and agreed to use their services based on the following:
-- $124/hour plus one hour for travel
-- Estimate of one hour per room (30 minutes move out/30 minutes move in)
-- Based on this calculation an estimate for our move was $1,116 within or less than what other carriers estimated
Due to the fact that the home was new construction our moving date changed from July 6 to 29 June. AMS accommodated our revised schedule of a move out on Sunday 27 June and a move in on the afternoon of Tuesday 29 June.
Chronology:
Sunday 27 June: we were given a window of between 8-10 AM for the movers to arrive. They arrived an hour late at 11AM. Terry, the lead man on the job, reviewed the contract with my wife. It was at this point that he informed us for the first time that there was a four-hour minimum (including travel) for the job. It was not made clear at this time (Terry was not sure of the company's policy on this matter) that the four-hour minimum applied to each part of the job (ie, move out day and move in day).
Despite that fact that a majority of the boxed goods had already been pre-positioned on the main level of the home (and some were already outside waiting for the truck), the job conveniently fit the four-hour minimum policy. We were repeatedly lauded for how well prepared we were for the move and that the crew would save us some money. Once the truck was loaded, Terry also assured us that since our move in date was Tuesday (29 June) it would not be put in pallets and he would try to just keep it on the truck.
However, the staff in dispatch proceeded to overrule Terry on this matter and charge us two hours upfront ($124/hour) for the goods to be put on pallets. Finally, one of the gentlemen on the crew asked for a tip that he did not receive. Charges for 27 June: $924.94 (four-hour minimum, one-hour for travel, two hours for loading into pallets, $30 for washer/dryer $26 over-charge)
Tuesday 29 June: The closing on our new home ended at approximately 10AM. I immediately called AMS and informed them that we were prepared to meet the movers at their discretion. AMS was scheduled to arrive after 12PM. In the course of the afternoon my wife and I called AMS repeatedly and spoke to Cory in the dispatch office to find out if the truck was en route and an estimate for when they would arrive. Cory was unable to provide us any information on when our goods would arrive and became increasingly testy with our inquiries.
Finally, at approximately 4-5PM he informed us that AMS was not confident they could deliver out goods that day (29 June) because they lacked a driver and promised us that our delivery would occur early the next morning.
Wednesday 30 June: I called AMS at approximately 8AM to inquire if indeed our goods were on the way as had been promised. Cory told me that the truck was being loaded. When I called back at 10AM, however, I was informed that the forklift used to move the pallets had broken before the last two pallets of our goods could be brought down. He stated that a mechanic had been called and was en route.
My wife and I proceeded to call AMS in the course of the day to determine if the forklift was fixed and were repeatedly told the mechanic was en route. In response to our phone calls and frustration with a rapidly deteriorating situation, Cory hung up on both my wife and I and offered no apology for our inconvenience. Despite the fact that my delivery was now a day late and counting, AMS did not request the mechanic come immediately to their warehouse. Rather, AMS was his last stop at approximately 2-3PM. Cory told me that the mechanic was going to get a part and would be back.
While waiting for resolution of the forklift repair, I suggested AMS deliver whatever goods had been taken off the pallets that day to expedite our move. Cory said that he didn't want to separate our goods. I also asked to speak to a supervisor at this point and was told that Regla who handled customer service was not in that day. Based on the fact that our move was now one day late and counting, I pleaded with Cory to get our shipment sent our first thing in the morning. He said he would see what he could do when he spoke to his boss Damian the next morning but told me that jobs were already lined up for that day. This explanation seems ridiculous since one would think that taking care of outstanding customers/jobs first is a higher priority than starting new jobs.
1 July: Per Cory's direction I called AMS at 7AM to 1) determine the status of the forklift repair and 2) when our shipment would be delivered. Cory/Damian informed me that the mechanic was working on the forklift. I called back at 8AM and spoke to Regla for the first time. She assured me that the forklift was being repaired and I would receive my goods that day even if it were at 10PM (a very good estimate as it turned out).
I again requested that AMS send me a partial shipment so that I would not waste another day out of work. Regla refused to do this for the same rationale that Cory offered. By mid-morning, Regla informed that the mechanic required a different part that was not readily available but that she was confident it would be located that day. By early afternoon, she told me that the forklift was fixed and that our truck was being loaded and should be arriving at 4PM.
At this point I requested that we arrange appropriate compensation for our inconvenience prior to the movers arriving (AMS requires credit card payment prior to completion of their services based on an estimate by the crew) so they would not be caught in the middle of the situation. While Regla agreed compensation was in order, she informed me that I would need to speak to the owner, Mr. Peterson to discuss terms. Since I wanted to receive my goods when they actually finally arrived I relented but opted to use a credit card for the charges so I retained the option to dispute the charge (and will do so).
Despite Regla's statement that we should have our goods by 4PM, the moving truck did not arrive until 9:30PM on Thursday, 1 July a full two plus days late. The four-man crew arrived and immediately began to unload the truck. The lead man on the job told dispatch (Damian) to charge the four-hour minimum (9:45PM-1-45AM) Given the late hour and our desire to get our 3.5 year old daughter to sleep before midnight we elected to have the crew bring in the furniture to the house and dump the boxes and other goods in the garage. Consequently, the truck was unloaded by 11:30PM, far short of the four-hour minimum.
However, because AMS used a rental truck and not one of their standard trucks, all of our goods were not on the truck. The crew was as surprised as we were but assured us that it had to be back at the warehouse and the balance would be delivered in the morning. Charges for 27 June: $809.06 (4-hour minimum, 1.5 hours for travel and 2 hours for unloading the pallets and $30 for washer and dryer includes a $26 credit from an overcharge for services on 27 June)
Friday 2 July: The final shipment was delivered at approximately 11AM. However, despite the fact the crew on Thursday night finished the job in well under the four-hour minimum, Regla insisted on charging us for whatever time was required to finish unloading. The crew leader initially estimated one hour but then changed his estimate to .5 hours. However, my credit card had informed me that I was charged for the full hour despite holding a receipt for $74 that is still more than the charges for .5 hours ($62). Total charge: $124 (should be for $62 for one half hour of work)
Total cost of move: $1,857 (estimate was approximately $1,116)
12 July: In the course of setting up our house, we identified three items (a barrel, outdoor umbrella and a portion of a bed frame) that were missing. I provided this list to Cory and Damian on 2 and 5 July respectively. On 9 July, Regla told me that the bed frame was located and that it would be sent to me via UPS. The remaining items have not been found. We plan to submit a claim for those as well as numerous broken items. As of 9 June, Regla has informed me that Mr. Peteson, the owner, has still not returned from vacation so compensation has not been resolved.
Final thoughts: rent a U-Haul and do your move yourself before you use this company. An awful experiences from beginning to end. I was told to write letters to whomever I wanted to if I wasn't satisfied so I am taking Regla's suggestion to heart.
Brian
Lorton, Virginia
U.S.A.
Click here to read other Rip Off Reports on All My Sons Moving & Storage
Click here to read other Rip Off Report list of other Moving Companies
Click here to read other Rip Off Reports on National Moving Network and other various transport companies ripping off the consumer
My wife solicited estimates from several moving companies in mid-June to support our planned closing date of late June/early July. She discussed our moving requirements with Tabatha in All My Sons' (AMS) Savage, MD office and agreed to use their services based on the following:
-- $124/hour plus one hour for travel
-- Estimate of one hour per room (30 minutes move out/30 minutes move in)
-- Based on this calculation an estimate for our move was $1,116 within or less than what other carriers estimated
Due to the fact that the home was new construction our moving date changed from July 6 to 29 June. AMS accommodated our revised schedule of a move out on Sunday 27 June and a move in on the afternoon of Tuesday 29 June.
Chronology:
Sunday 27 June: we were given a window of between 8-10 AM for the movers to arrive. They arrived an hour late at 11AM. Terry, the lead man on the job, reviewed the contract with my wife. It was at this point that he informed us for the first time that there was a four-hour minimum (including travel) for the job. It was not made clear at this time (Terry was not sure of the company's policy on this matter) that the four-hour minimum applied to each part of the job (ie, move out day and move in day).
Despite that fact that a majority of the boxed goods had already been pre-positioned on the main level of the home (and some were already outside waiting for the truck), the job conveniently fit the four-hour minimum policy. We were repeatedly lauded for how well prepared we were for the move and that the crew would save us some money. Once the truck was loaded, Terry also assured us that since our move in date was Tuesday (29 June) it would not be put in pallets and he would try to just keep it on the truck.
However, the staff in dispatch proceeded to overrule Terry on this matter and charge us two hours upfront ($124/hour) for the goods to be put on pallets. Finally, one of the gentlemen on the crew asked for a tip that he did not receive. Charges for 27 June: $924.94 (four-hour minimum, one-hour for travel, two hours for loading into pallets, $30 for washer/dryer $26 over-charge)
Tuesday 29 June: The closing on our new home ended at approximately 10AM. I immediately called AMS and informed them that we were prepared to meet the movers at their discretion. AMS was scheduled to arrive after 12PM. In the course of the afternoon my wife and I called AMS repeatedly and spoke to Cory in the dispatch office to find out if the truck was en route and an estimate for when they would arrive. Cory was unable to provide us any information on when our goods would arrive and became increasingly testy with our inquiries.
Finally, at approximately 4-5PM he informed us that AMS was not confident they could deliver out goods that day (29 June) because they lacked a driver and promised us that our delivery would occur early the next morning.
Wednesday 30 June: I called AMS at approximately 8AM to inquire if indeed our goods were on the way as had been promised. Cory told me that the truck was being loaded. When I called back at 10AM, however, I was informed that the forklift used to move the pallets had broken before the last two pallets of our goods could be brought down. He stated that a mechanic had been called and was en route.
My wife and I proceeded to call AMS in the course of the day to determine if the forklift was fixed and were repeatedly told the mechanic was en route. In response to our phone calls and frustration with a rapidly deteriorating situation, Cory hung up on both my wife and I and offered no apology for our inconvenience. Despite the fact that my delivery was now a day late and counting, AMS did not request the mechanic come immediately to their warehouse. Rather, AMS was his last stop at approximately 2-3PM. Cory told me that the mechanic was going to get a part and would be back.
While waiting for resolution of the forklift repair, I suggested AMS deliver whatever goods had been taken off the pallets that day to expedite our move. Cory said that he didn't want to separate our goods. I also asked to speak to a supervisor at this point and was told that Regla who handled customer service was not in that day. Based on the fact that our move was now one day late and counting, I pleaded with Cory to get our shipment sent our first thing in the morning. He said he would see what he could do when he spoke to his boss Damian the next morning but told me that jobs were already lined up for that day. This explanation seems ridiculous since one would think that taking care of outstanding customers/jobs first is a higher priority than starting new jobs.
1 July: Per Cory's direction I called AMS at 7AM to 1) determine the status of the forklift repair and 2) when our shipment would be delivered. Cory/Damian informed me that the mechanic was working on the forklift. I called back at 8AM and spoke to Regla for the first time. She assured me that the forklift was being repaired and I would receive my goods that day even if it were at 10PM (a very good estimate as it turned out).
I again requested that AMS send me a partial shipment so that I would not waste another day out of work. Regla refused to do this for the same rationale that Cory offered. By mid-morning, Regla informed that the mechanic required a different part that was not readily available but that she was confident it would be located that day. By early afternoon, she told me that the forklift was fixed and that our truck was being loaded and should be arriving at 4PM.
At this point I requested that we arrange appropriate compensation for our inconvenience prior to the movers arriving (AMS requires credit card payment prior to completion of their services based on an estimate by the crew) so they would not be caught in the middle of the situation. While Regla agreed compensation was in order, she informed me that I would need to speak to the owner, Mr. Peterson to discuss terms. Since I wanted to receive my goods when they actually finally arrived I relented but opted to use a credit card for the charges so I retained the option to dispute the charge (and will do so).
Despite Regla's statement that we should have our goods by 4PM, the moving truck did not arrive until 9:30PM on Thursday, 1 July a full two plus days late. The four-man crew arrived and immediately began to unload the truck. The lead man on the job told dispatch (Damian) to charge the four-hour minimum (9:45PM-1-45AM) Given the late hour and our desire to get our 3.5 year old daughter to sleep before midnight we elected to have the crew bring in the furniture to the house and dump the boxes and other goods in the garage. Consequently, the truck was unloaded by 11:30PM, far short of the four-hour minimum.
However, because AMS used a rental truck and not one of their standard trucks, all of our goods were not on the truck. The crew was as surprised as we were but assured us that it had to be back at the warehouse and the balance would be delivered in the morning. Charges for 27 June: $809.06 (4-hour minimum, 1.5 hours for travel and 2 hours for unloading the pallets and $30 for washer and dryer includes a $26 credit from an overcharge for services on 27 June)
Friday 2 July: The final shipment was delivered at approximately 11AM. However, despite the fact the crew on Thursday night finished the job in well under the four-hour minimum, Regla insisted on charging us for whatever time was required to finish unloading. The crew leader initially estimated one hour but then changed his estimate to .5 hours. However, my credit card had informed me that I was charged for the full hour despite holding a receipt for $74 that is still more than the charges for .5 hours ($62). Total charge: $124 (should be for $62 for one half hour of work)
Total cost of move: $1,857 (estimate was approximately $1,116)
12 July: In the course of setting up our house, we identified three items (a barrel, outdoor umbrella and a portion of a bed frame) that were missing. I provided this list to Cory and Damian on 2 and 5 July respectively. On 9 July, Regla told me that the bed frame was located and that it would be sent to me via UPS. The remaining items have not been found. We plan to submit a claim for those as well as numerous broken items. As of 9 June, Regla has informed me that Mr. Peteson, the owner, has still not returned from vacation so compensation has not been resolved.
Final thoughts: rent a U-Haul and do your move yourself before you use this company. An awful experiences from beginning to end. I was told to write letters to whomever I wanted to if I wasn't satisfied so I am taking Regla's suggestion to heart.
Brian
Lorton, Virginia
U.S.A.
Click here to read other Rip Off Reports on All My Sons Moving & Storage
Click here to read other Rip Off Report list of other Moving Companies
Click here to read other Rip Off Reports on National Moving Network and other various transport companies ripping off the consumer
5 Updates & Rebuttals
Lori
Annapolis,Maryland,
U.S.A.
Same Treatment, Same Scam in Annapolis
#2Consumer Suggestion
Thu, August 26, 2004
Brian, My husband and I had a similar experience with this same outfit when we moved out of our tiny Cape Cod home in late March. I reported the same bait-and-switch tactics in a separate complaint and feel that we are victims of a complete scam. The movers were unprofessional (the foreman told me he lived in the projects in Baltimore!) and his two "relatives" were just kids who obviously had no moving experience - and told me so! They deliberately dragged their feet causing our bill to skyrocket. This is a complete scam, particularly since I was quoted $1300, with absolutely no mention of hourly rates when I contacted them. I am busy posting complaints to a number of agencies, right up to the state attorney general - and actively stopping to talk to homeowners whenever I see one of the All My Sons Moving & Storage trucks in my area, to relate our completely unsavory experience. This is a company who *knows* it is scamming its customers and does not seem to care as long as they can get away with their tactics. I'm glad you settled your complaint and would be very, very interested in knowing the details.
Regla
Savage,Maryland,
U.S.A.
Manager
#3UPDATE Employee
Wed, August 04, 2004
Mr. Shannon has accepted an offer made by All My Sons. This claim has been resolved in full.
Regla
Savage,Maryland,
U.S.A.
Manager
#4UPDATE Employee
Wed, August 04, 2004
Mr. Shannon has accepted an offer made by All My Sons. This claim has been resolved in full.
Brian
Lorton,Virginia,
U.S.A.
What She Didn't Say, a few points about Ms. Carrington's rebuttal
#5Author of original report
Thu, July 29, 2004
Just to clarify a few points about Ms. Carrington's rebuttal: 1) She does not address the fact that AMS failed to deliver our goods on the afternoon of 29 June as per the contract we signed! No rationale for the failure to deliver the goods on time is provided. If a rental truck was made available on 1 July why wasn't one made available on 29 June so that our move was completed as per the contract? I am sure AMS will state that its not that easy (that was the response I got on 30 June when I asked about renting a forklift). The forklift breaking down only exacerbated the delay. 2) AMS' approach to customer service is evident by their failure to call me ahead of time to inform me that I would only be receiving a partial shipment on the evening of 1 July. Ms. Carrington and her staff have no idea how unsettling it was to not know where the remainder of our goods were at 12AM. A simple phone call would have done wonders to allay our concerns. What's worse is that my wife and talked to the dispatch office more than once that afternoon/evening and no one said anything! 3) Ms. Carrington's depiction of me as a screaming lunatic is inaccurate and offensive and is not germane as to whether or not AMS failed to live up to their contract (see #1 above). I did indeed state in a forceful manner on 1 July that I was not going to pay for the remainder of my move since up to this point no one at AMS had made any attempt to compensate me for our inconvenience. I further made clear to Ms. Carrington that I believed it was unfair to be charged full price for a move that was three days late. She did in fact agree that some sort of compensation was in order but deferred to Mr. Peterson. My wife and I made every effort to retain our composure in dealing with AMS despite repeatedly being hung up on and being treated rudely. Ms. Carrington, as a mother of three according to one of her other rebuttals, should understand how difficult this upheaval was on a family with a 3.5 year old child. 4) The BBB and other state consumer affairs organizations continue to work our case. I will post updates as appropriate. Kudos to all who have taken the time to share their experiences about AMS. Keep fighting! Don't let them wear you down!
Regla
Savage,Maryland,
U.S.A.
they were quoted the hourly rate from start to finish plus 1.5 hours for travel time
#6UPDATE Employee
Mon, July 19, 2004
Prior to scheduling this move, they were quoted the hourly rate from start to finish plus 1.5 hours for travel time. Tabatha explained they would be charged for loading and unloading the truck at the warehouse and then for loading and unloading the truck at the residence. They were also told we have a 4 hour minimum on each end and that overtime charges may apply if the move took longer than 8 hours. On June 9th, the move was scheduled and a couple days prior to the move, we called to confirm the move and to make sure we had all the correct information and to go over the moving charges. The belongings were picked up on June 27 and brought to the warehouse. Tabatha had told the customer we would not charge for storage just loading and unloading times for each day. My warehouse is over 20,000 square feet and we do not leave any belongings on the warehouse floor. All belongings are placed into storage containers until they are ready for delivery. Unfortunately,my forklift did break down and we were unable to pull the storage containers for the delivery. I spoke to Brian on July 01 regarding his delivery and explained the forklift will be repaired today and his shipment will be delivered today. Brian then asked what if we didn't have a truck available once the forklift was repaired. I told him if I need to rent a truck I would do so. He also wanted to know about compensation for the delay. I told him although I feel some compensation is due I can not make that decision. The owner would make this decision however he was away for the 4th of July holiday. At no point did I give Brian a 4:00pm delivery time. None of our trucks were available so as I stated to Brian, I did rent a truck to deliver his belongings. The rental truck was a 22' truck and all my trucks are 26' so all the belongings did not fit on the rental truck which I found out the next morning. Brian had called regarding the rest of the belongings and I informed him the truck was enroute to Lorton with the rest of his belongings. He then stated he is not paying for the delivery and I explained to him we need to collect just for the unloading time. He began screaming and yelling to the point that I had to inform him we needed to end the conversation. I continually apologized and instructed him to send a letter to the owner. He stated he is going to send a letter to the Better Business Bureau,the local news agencies and anyone else he could think of. I told him I can not stop him from writing these different sources however he would need to pay once the driver arrived at his location. The unloading took 30 minutes. Brian contacted the office to say he was missing a garbage can, a patio umbrella and a part to a bed. I did call him to ask for the color of the umbrella and informed him we did have the bed part. He stated the bed part was the most important piece. We did send him the part via UPS. Mr Peterson did extend his apologies to the customer and offered compensation equivalent to 2 nights lodging in a local hotel at the rate of $109.00 per night. I have not heard from the customer regarding the settlement offer we made. Again, we offer our deepest apologies to this family for the inconveniences they experienced and should they require any further assistance,please contact All My Sons. Manager
