Movers Never Showed Up!
SW
Submitted this review about
American moving systems
Review made Live: 7/1/2015 7:28:00 PM
July 1, 2015
American Moving Systems,
I recently scheduled a move with American Moving Systems. I booked the move over 2 weeks in advance and paid the $350 security deposit at that time. I was scheduled to move on Saturday, 6/27, with the understanding that I had a backup date of Sunday 6/28 in the event the movers were running behind or mechanical failure occured.
Saturday 6/27-The day of the move arrived, (Saturday) and when I did not hear from the movers by that afternoon I contacted Lincoln Morris (the man who scheduled my move for AMS) via email. He responded within the hour, and stated that my move would be occurring on the backup day (Sunday 6/28) and reassured me that the drivers would be contacting me the next day to notify me of the pickup time.
Sunday 6/28-Sunday passed with me dutifully sitting by the phone waiting for the promised movers. For the second day in a row the movers did not arrive. I called and left numerous voicemails and emailed Lincoln Morris again. No one responded. No one contacted me to notify me of a delay. At 9pm on Sunday night I finally got a call from dispatch. They told me that my move order was never submitted by operations, and that the drivers were not aware that the move was scheduled. They told me they should be able to move me Monday evening.
Monday 6/29-Five hours was spent Monday morning trying desperately to get ahold of someone in customer service who could tell me what was going on. I spoke with Angela, Tina, Payla, Shelby, Margarite, and Frank. All expressed their condolences for the mistake and delay and offered ”to look into it” but none offered a solution. They offer to refund my deposit, but considering the time I have already invested, I decide to give AMS a chance to correct their mistake. Finally Monday afternoon, Margarite notified me that my move had been rescheduled for Tuesday 6/30 and that a carrier would call to confirm the time.
Tuesday 6/30- Tuesday morning dawned, and I called the customer service line to confirm my move. I was notified and assured that my move would take place that afternoon, and that the carrier would contact me with a specific time frame. Once again I dutifully sat by the phone for the movers to call. At 4pm I received a phone call from Frank. Frank notified me that my move would once again be delayed “due to mechanical issues” and that I would be moved Wednesday morning, bright and early, and that I would be the first person of the day to be packed and moved.
Wednesday 7/1-Wednesday morning dawned. At this point I was 5 days past my original move date (An entire business week). Once again I called customer service to confirm my move. The representative contacted dispatch, and confirmed that my move would be taking place between 10-12, and once again I waited. When noon came and passed I contacted customer service, and was assured by Kenneth that they would look into the delay and contact me. Two hours later (2pm) I received a call from Frank, the movers are on the way and will be there in 30 minutes! An hour and a half passes…no movers. I call again at 3:30pm and am transferred to the manager, Shawn, who assures me the movers are on the road now and will be there in minutes.
I describe in detail to Shawn the 5 days of constant lies I have been subjected to (“the movers are coming tomorrow, we promise”), the complete lack of communication and the fact no one responds to voicemails or proactively calls to notify me of changes-if I wasn’t on the phone for hours every day I would never get any information in regards to the move, and more importantly the time and money this 5 day delay has cost me. I explained to Shawn that because I was not moved out on my original move date (6/27) I was forced to pay my landlord $150 in order to store my belongings for the week. I was also forced to pay for hotel Sunday-Wednesday because of the delay (a $432 total).
Shawn acknowledged my hardship, but stated there was nothing he could do (not even a discount on the rate). He reassured me that the drivers were on the road to my house and would be there in minutes! At this point I reached my tolerance level, the thought of sitting without the movers showing up and getting another days delay was intolerable. (I would like to note that the actual movers did not contact me until later that evening (ie 6 hours later not 10 minutes Shawn promised), and that evidently Shawn never notified them that I was no longer being moved by their company.
I demanded a refund on my security deposit and stated I would be taking my business elsewhere. Shawn refused to give me the deposit back. I asked how he could justify keeping my security deposit, when his company was the one who failed to keep the contracted move date of 6/27. And how they could refuse to refund me when I gave them 5 days to correct their mistake, and that the movers repeatedly never showed up and never contacted me with delays. Shawn refused to respond and never gave me the refund.
