• Report: #690836

Complaint Review: American Trusted Movers

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  • Submitted: Fri, February 04, 2011
  • Updated: Tue, February 15, 2011

  • Reported By: Keshia — Phoenix California U.S.A.
American Trusted Movers
6919 Eton Ave Canoga Park, California United States of America

American Trusted Movers Deceptive Business Practices Canoga Park, California

*Author of original report: The deceptive practices continue

*Author of original report: The deceptive practices continue

*REBUTTAL Owner of company: In no way could this be considered a "ripoff" please read

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This is the worst moving company I have ever had the displeasure of dealing with. I've done my share of travel nursing so believe me when I say that I have moved around quite a bit in the last few years and have dealt with quite a few moving companies depending on where I was going. This particular moving company made the experience a nightmare. To begin with, they arrived late stating they had technical difficulties with the truck but didn't bother to call until it was time for them to be there.

On top of that when they backed their truck into the driveway and the driver got out of the truck it didn't have emergency brakes and before they could place their stick in front of the wheels the truck rolled away from them and nearly hit the parked car across the street. Everything in the house that was going was already packed up and everything except a couch and two beds had been moved downstairs awaiting their arrival, what should have taken no more than an hour to load actually took them 2. Then when we were well on our way to the new house they told us it was okay to drive ahead of them since they already knew where they were going.

When we arrived in the new city (about 80 miles away) I received a call stating that the truck had broken down on the freeway. 3 hours later the truck is running again but of course the drivers hit traffic by this time so it takes them an additional hour to reach our destination. Then when they arrive they increase the price of the move by $200 dollars and refuse to unload the truck until it is paid. When I called the police, the driver drove off with all of my stuff in the truck. I called the driver's cell phone and the company and let them know that my stuff has been reported stolen and that I would let the police know when they got to my house that their drivers left the scene of a crime.

The guy who gave me the quote in the first place Jorge and his boss as well as the receptionist all have customer service skills of an Ogre. When I had explained that I was given a quote by Jorge for 5 hours with 1 truck and 2 men for $75/hr. and that I would be charged the hourly rate for the entire move I said great and gave them the job over Prodigy, Red Ball, and Atlas and deeply regretted it. If you decide to use this company make sure that the confirmation they send you includes the rate that you were quoted.

My confirmation the rate was zeroed out and didn't include the actual rate that I was given. And by the end of all of this I had actually felt bad for the drivers since they were caught in the middle of everything and only doing what the office was telling them to do so I bought them dinner ( I ordered each of them a pizza), and even gave them a tip. And in the end one of the movers was left alone in the master bedroom setting up the bed, my mother left her purse in the room and when she remembered that she went to retrieve it. She checked her purse and her only $50 dollar bill that was there minutes before was now missing.

I would strongly encourage anyone moving to avoid this company. It is well worth the price to go with a more reputable moving company that will not add surprise charges at the end of your move. It can already be a somewhat stressful experience and no one needs the added stress of dealing with a company like this that employs thieves


This report was posted on Ripoff Report on 02/04/2011 12:02 PM and is a permanent record located here: http://www.ripoffreport.com/r/American-Trusted-Movers/Canoga-Park-California-91303/American-Trusted-Movers-Deceptive-Business-Practices-Canoga-Park-California-690836. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

The deceptive practices continue

AUTHOR: Keshia - (U.S.A.)

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.
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#2 Author of original report

The deceptive practices continue

AUTHOR: Keshia - (U.S.A.)

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.
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#3 REBUTTAL Owner of company

In no way could this be considered a "ripoff" please read

AUTHOR: renee - (United States of America)

  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: mrssolis@hotmail.comDATE: 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 : jorge@americantrustedmovers.com  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   mrssolis@hotmail.com   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: mrssolis@hotmail.comDATE: 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;------------------------------------------------------------------------------------

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