Do not use this company for long distance moves
Lisa F
Submitted this review about
Americas-Moving-Services
Review made Live: 8/8/2013 5:14:00 PM
Do not use this company for long distance moves. They are a broker and contract your move to someone else.
MAIN CONCERN: Our first delivery estimate was 4-7 days and our second was 7-9 days (6/28-7/2). Our belongings were finally delivered on Sunday, 7/7/13, 18 days later. For a week, the company could not provide answers to simple questions (1 - where our items are and 2 - when they will be delivered).
Here is our situation:
We were quoted $3250 for 7000 pounds. This included a $300 credit as we were moving to SC. We were very happy with the sales service provided by Marquis. All of our questions were answered and we felt we knew what we were purchasing. (They were one of three quotes. One quote was with Mayflower and was guarantee quote for 4000 pounds, meaning you’d not get charged any more than that price which was $4200. The other was a quote for 4000 pounds with Mullen for $3100.)
I specifically asked about delivery time frame and was told 4-7 days from pick up not available delivery date. I also asked if it generally took longer than that and was told no. Which lead us to believe our items would be here by the lasted on Saturday, 6/28. (seven days not counting Sunday from pick up).
1. When I signed the contract with Marquis, we offered to revise the inventory and was told we didn’t need to. Marquis was going to add a note that we had two walk through quotes from reputable companies both estimating 4000 pounds. So, we didn’t update it. This was mistake #1 as when the movers arrived the were going off the original quick inventory I did and didn’t see the note. They immediately said we had about 9000 pounds and had three bulk items which would cost and extra $75 each. (The grill, lawnmower and gym set).
2. On the day of the move (Thursday, 6/21), we were also given a bill for $567 worth of tape and shrink wrap. The movers who are contracted from AMS, said they had to give us the worst case scenario.
3. Sat, 6/22 - When the truck went through the scales, the driver called to inform us we were at 8700 pounds.
4. Mon, 6/24 – We received a re-rate at $4090. We were told our estimated delivery date would be 6/28-7/2 and that they’d follow up later in the week. We were puzzled with the additional weight, but pretty much had no recourse. We were happy not to see those additional fees included by AMS. (Concern #2 – We were told we’d have the final price on Fri or Sat, as we needed to secure the funds as we were leaving town.)
5. Tues, 6/25 -We simply asked AMS to keep us posted and wished the delivers god speed in getting here.
6. Thurs, 6/27 – we sent the email at 3:00 to ask for an update.
7. Fri, 6/28 - We called at 10:00 am, spoke to Lindsay and was told she didn’t know where our items were, but it would be the latter part of next week before they were delivered. I sent an email to everyone involved to see if anyone could help. At 11:30, I received a very accusatory email back from the company with NO empathy for our situation. I called at 1:00 to speak to Ashleigh and was told she was on another line. She didn’t call us back. At 4:45, Lindsay called to let us know she had not been able to determine exactly where our items were or when they would be delivered.
8. Sat, 6/29 – Lindsay called with the same message and advised she’d follow up on Monday.
9. Mon, 7/1 – We called and still no one knows where our items are or when they will be delivered but should be the latter part of the week.
10. Tues, 7/2 – Another email asking for an update and answers to our two questions or we would file a complaint with the BBB. Lindsay let us know that we were looking at Sat or Sun for delivery but that was not a guarantee.
11. Wed, 7/3 – I asked to speak to one of the owners as we had found several inquires from them saying they would like to rectify complaints (Eric or Howard). However, we were told they were on the road a lot but Lindsay would make you aware of our situation. Lindsay also confirmed our items were in Chicago (which we already assumed!) We sent an email to Eric Wittebord, Operations Manager, to ask for his assistance.
12. Later Wed, we were called by On Time Moving. They are the company that AMS contracted to handle our move. They advised our items would be there Sat or Sun. They said the initial truck had "broken down."
13. On Sat, 7/7, we get a call from the driver saying he'll be here Sunday between 9-11 AM. Also inquired how far we were from Columbia as he had a pick up there on Monday, (coincidence????)
14. Sunday, at 12:30 the truck arrives. Only our belongings on the truck...
Here is the best part: Many pieces were damaged or scratched. Many of our boxes were crushed. The worst damage was done to our sleigh bed where it was cracked in four pieces. The workers scratched our walls so bad in the unloading that they scraped inches of paint off walls! Everywhere you look you see the walls they scratched.
My review is mainly about the poor customer service! The company decided to point out that they are providing estimates not guaranteed delivery dates yet still has not shown empathy that we are waiting on delivery to resume our lives and jobs. My husband cannot go back to work until the shipment arrives as his tools and work items are on that truck!
There was no credit given back to us for the wait or impact of our lives.
When I called USDOT to file a complaint, I was told that America's Moving Service USDOT (#1627965) was revoked on 6/7/13.
