Complaint Review: American Trusted Movers - Canoga Park California

There are obvious lies in this response and I would like to point them out. I was in fact given a start time of 8am and was even told where the truck would be leaving from (Pearblossom) which turned out not to be true the day of the move.If you look up even on mapquest between the two locations of the move, I moved from Landsford St. in  Lancaster Ca 93535 to an address in Camarillo Ca 93012 and the distance is exactly 87.49 miles (not 105) and the drive time is 1 hr 37 minutes. A roundtrip travel time is approx 3 hours not 4 or 5.

 There was never a discount provided considering I was told by Jorge that I would only be charged the hourly rate for the entire move which was $75 dollars an hour for 5 hours, which is the only reason I gave them the job over Atlas. I understand that it is unforseeable that a truck would break down, but when you start the day having difficulty with a truck and arrive at a residence without even properly working brakes, it isn't that unforseeable.

As for being charged for 7.5 hours that isn't even an accurate time. It seems that they also included the time spent waiting for the police to arrive because the movers had actually at one point driven off with all of my belongings when I told them I was contacting the police. I actually had to report my items stolen and call the company and the driver's cell phone to let them know I would tell them that the company knew I was contacting the police and that they had left the scene of a crime. 

As for the money stolen, it WAS stolen. The purse was checked minutes before their mover Fabian was left alone in the room with it and minutes later it was gone. There is absolutely NO mistaking what happend. My mother also contacted Renee at American Trusted Movers hersself and reported the incident and told her exactly what happened and Renee had assured her that it would be taken care of and looked into.

 I find it extremely dissapointing that instead of acknowledging their wrong doing the company chooses to take no responsibility for their actions and is instead choosing to deflect their mistakes onto the customer. The obvious lies are also another disappointment. I also noticed that this is not the first instance of a customer reporting this company to the BBB.

There are obvious lies in this response and I would like to point them out. I was in fact given a start time of 8am and was even told where the truck would be leaving from (Pearblossom) which turned out not to be true the day of the move.If you look up even on mapquest between the two locations of the move, I moved from Landsford St. in  Lancaster Ca 93535 to an address in Camarillo Ca 93012 and the distance is exactly 87.49 miles (not 105) and the drive time is 1 hr 37 minutes. A roundtrip travel time is approx 3 hours not 4 or 5. There was never a discount provided considering I was told by Jorge that I would only be charged the hourly rate for the entire move which was $75 dollars an hour for 5 hours, which is the only reason I gave them the job over Atlas. I understand that it is unforseeable that a truck would break down, but when you start the day having difficulty with a truck and arrive at a residence without even properly working brakes, it isn't that unforseeable. As for being charged for 7.5 hours that isn't even an accurate time. It seems that they also included the time spent waiting for the police to arrive because the movers had actually at one point driven off with all of my belongings when I told them I was contacting the police. I actually had to report my items stolen and call the company and the driver's cell phone to let them know I would tell them that the company knew I was contacting the police and that they had left the scene of a crime. As for the money stolen, it WAS stolen. The purse was checked minutes before their mover Fabian was left alone in the room with it and minutes later it was gone. There is absolutely NO mistaking what happend. My mother also contacted Renee at American Trusted Movers hersself and reported the incident and told her exactly what happened and Renee had assured her that it would be taken care of and looked into. I find it extremely dissapointing that instead of acknowledging their wrong doing the company chooses to take no responsibility for their actions and is instead choosing to deflect their mistakes onto the customer. The obvious lies are also another disappointment. I also noticed that this is not the first instance of a customer reporting this company to the BBB.

  ATM:  After being in business for fifteen years and very accustomed to only receiving the most satisfactory reviews, we have learned, as with anything in life, you can't please all of the people, all of the time. 

We apologized profusely, simply because we fully believe in providing the best customer service and we love happy customers.  We even went as far as to give her a discount, charging her for less time than it actually took to move everything and even though the movers ended up arriving on time after all at 10am (she was promised an arrival time between 9am-10am). 

It was the fault of no one that the truck broke down and the fact that there was traffic on the way to the new location. Even that was discounted and only the real driving time was charged. As shown below, we received the customer's electronic signature, and assumed that meant the contract was fully read and clearly understood which did in fact include the hourly rate we charge.

We are known for being honest, reliable, and having no hidden costs.  In fact, so many satisfied customers have expressed this to us, that we decided to make it a part of our tag line (as shown on our letterhead below).  Please understand that the actual move, from beginning to end (including driving time of an actual 105 miles each way) was a total of 11 hours and we only charged her for 7.5 hours for a total move costing only $575.

 

No additional charges of any other kind were accrued besides our labor hours.  We would like to make it known that the “drive time alone” was between 4-5 hours in total,  which Jorge had mentioned during their conversation, and may have accidentally caused miscommunication between Jorge and the customer, as it is our policy to never give an exact quote time, due to unforseen time variants that may take place. 

In this instance, as with any moving company in the world, it was unforseen that the truck would break down and the driver would run in to traffic.  It is also very sad and unjust to accuse someone of stealing, since we have never had a problem before, and we run credit and background checks on all of our movers.  People often miscalculate the amount of cash they happen to have on them at a particualr time, and often tend to remember later where they had actually spent their money. 

It is our sincere hope that everything else goes well for Lakeshia in the future and that, if you're reading this, you will also take the time to read our good reviews as well, and will give us a fair chance, so you too, can join the thousands of happy customers we've had the pleasure of working with.  This was by no means of the word a “ripoff!” 



<br>  Electronic SignatureI hereby confirm my signature on the following document. I have read and understand the terms and condition on my order for service.Name: Lakeshia SolisEMAIL: [email protected]: Sunday, 01/30/2011 - 12:57:22 PM EST.IP Address: 71.109.151.56Internet Browser: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1;------------------------------------------------------------------------------------  <br>  

Order for Service        Job No:D493934   American Trusted Movers Inc   http://www.americantrustedmovers.com  Customer Rep.: Jorge  Phone: 1-888-226-0105  Ext. 102 Fax    :  Email : [email protected]  Registration #: 190399   Moving From Moving To Lakeshia Solis  2337 Landsford St  House   Floor: 2   LANCASTER, CA 93535  Phone: 661-450-5126 Lakeshia Solis 4731 La Puma Crt.  House   Floor: 2   CAMARILLO, CA 93010   [email protected]   Extra Stop / Notes Hi LAKESHIA, 

                                          order for service

thank you so much for giving American Trusted Movers the opportunity to earn your business.Please make sure that any breakable such as glass, mirrors, flat screen TV's, lamps, breakable table tops,pictures,grandfather clocks or glass enclosed paintings are properly boxed prior to our arrival.Otherwise we will have to pack these breakable items at an additional cost.BREAKABLES ITEMS NOT PROPERLY PACKED WILL BE BOXED FOR A SUCCESSFUL TRANSPORT, THE COST TO WRAP EACH ITEM WILL BE PROVIDED IN WRITING BY THE FOREMAN. TO SEAL BOXES W/ OUR TAPE; THERE WILL BE $2.50 CHARGE PER ROLL.Again I want to thank you for the opportunity to earn your business.Warmly,Jorge 1-888-226-0105EXT. 106

 

 Relocation Details Job No: D493934 Representative: Jorge

Move Type:

Residential Local Move, 105 miles

Estimated Volume:520 cf. (3640 lbs)

Move Date:  Tuesday, 02/01/2011 08-10AM Created on: 01/30/2011  Relocation

Rate 1 Truck/s, 2 Men, $75.00/hrs, 0.0 hours $0.00 Total Moving Rate $0.00 

Understanding Your Quote 3 HOURS MINIMUM OVER THE 3 HOURS WE PRORATE INTO 15 MINUTE INCREMENTS. YOUR MOVE WILL BE CHARGED BY THE HOURLY RATE, AND WILL BE BASED ON THE ACTUAL TIME WE SPEND WITH YOU. THE TIME STARTS AT YOUR DOOR, AND ENDS AT THE UNLOAD (YOUR DESTINATION). YOU’RE LOCAL MOVING RATE WILL INCLUDE A 16', 24’, OR 26’ TRUCK. THE TRUCK SIZE IS DETERMINED BY YOUR ITEMS LIST.

 

DOUBLE TRAVEL TIME IS APPLIED ONLY ONCE WE HAVE LOADED FROM ORIGIN AND ARE DRIVING TO THE DESTINATION. FOR EXAMPLE IF IT TAKES 15 MINUTES TO DRIVE FROM YOUR ORIGIN TO THE DESTINATION YOU WILL BE CHARGED FOR 30 MINUTES AT A PRORATED RATE.

 

PLEASE LOOK OVER YOUR INVENTORY LIST AND LET ME KNOW IF I AM MISSING EVEN THE SMALLEST ITEM. IT IS EXTREMELY IMPORTANT THAT WE KNOW EXACTLY WHAT ITEMS YOU WILL BE MOVING. THIS WILL ENSURE THAT YOU ARE NOT OVER OR UNDER STAFFED. PLEASE ADVISE ME IF THERE ARE ANY UPDATES THAT NEED TO BE MADE. IF EVERYTHING IS TO YOUR SATISFACTION, PLEASE SCROLL DOWN TO THE BOTTOM OF THE PAGE AND CLICK ON THE ELECTRONIC SIGNATURE LINK TO APPROVE THE ORDER OF SERVICE. THANK YOU FOR YOUR BUSINESS. 

Click on Online Electronic Signature to confirm your move online.  

I hereby confirm my signature on the following document. I have read and understand the terms and condition on my order for service.Name: Lakeshia SolisEMAIL: [email protected]: Sunday, 01/30/2011 - 12:57:22 PM EST.IP Address: 71.109.151.56Internet Browser: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1;------------------------------------------------------------------------------------