All Safe Move Moving Company, ASM Movers Delivered Items LOST, Never Paid Claim, Beware!!! Santa Clara, Previously San Jose, California

Beware of this company. We moved last year from Cupertino, CA to Carson City, NV and hired All Safe Move which was then located in San Jose, CA. According to their website www.allsafemove.com they have now moved to a new address. They arrived to pack our items and on the phone we were told that all packing material, boxes, etc were provided FREE OF CHARGE, but instead when they had already boxed, bubble wrapped and loaded our items onto the truck, the person in charge started writing up our contract with the total cost, and somehow they were now charging us $660 additional dollars for packing material, boxes etc.

They also asked us if the street we were moving the items to would be accessible by an 18-wheeler and we didn't know, so they said we would have to pay an extra $580 for some "shuttle service" that would unload our items off the 18-wheeler and then load them onto a smaller truck for delivery. I asked to speak to the owner by cell phone, and he told me that they always charge for packing material and he didn't know who told them they don't and he said he would offer me a discount off the shuttle service cost and brought it down to $280 instead.

We had to move out by the next day, so we couldn't argue or cancel the deal, so we agreed and signed the contract, but asked them if we could pay by credit card instead of cash since our Mother In Law was going to pay for it for us, since we were planning our wedding at the time. They said ok to the credit card payment, but we'd have to pay 3% extra.

We went to our Mother In Laws for 2 days before we were moving to Nevada, so the next day they called us at her house to tell us that they changed their minds and cannot accept a credit card payment and that we must pay the $2000 balance in full within 24 hours or we would not get our stuff. We were furious!

I called and spoke to so many people there with no changes and finally asked again to speak to the supposed owner "David" by phone. The girl who called said she was the "person in charge" and all decisions go through her. I finally stated that I would go to the police if they held our items and left a message, and within 15 mins "David" called again and said he was sorry, that she (Georgianna) had no right to make that decision and he was sorry but yes they would accept a credit card still as long as we could pay that day before they closed. This gave us only 45 mins to get from Cupertino to San Jose and find the place to pay.

We sped over and just found it... and to our shock, when we arrived, we got to the address and it was a business area and in the back of the building we could see numerous packages, boxes, people's sofa's standing on their sides high in the air in the PARKING LOT EVERYWHERE!!! I told my mother in law that I hoped those were items they were waiting to take to the storage facility because if not, they were leaving all people's things outside like that!!!

The stacks of boxes outside the building were so bad, that we could not find the entrance to the place, he saw us through the window and came outside to "guide" us in. How bad is that???! We paid the bill and he assured us our items would be delivered in the next few days to Carson City, NV.

We did get a call from them in 4 days and they said the truck was on its way and would be to us within a few hours. We waited all day and no one showed up. Finally at around 10 pm we heard a knock at the door, and it was the delivery guys (Russian and barely spoke English so it was difficult to tell them anything).

I looked outside and saw that they had an 18-wheeler in the parking lot, NOT the shuttle truck or shuttle service they charged me $280 extra dollars for!! So, I let them finish delivering the items and noticed that many boxes were soaked through with some sort of cleanser. I had not packed any liquids, so mind you I was very upset that some of our things were damaged this way! I opened the boxes and many books, and other items were soaked with this chemical/cleaner so I was very upset and marked this on the delivery sheet. I also noticed that some luggage packed with clothing and other items was missing. I detailed all the missing items and condition of packages on the delivery sheet and also put a notation on there that they delivered off of the 18-wheeler not the shuttle service and had the driver initial next to it.

It was over a holiday, so two days later I called the owner again and told him about the ruined items, the lost luggage, and the issue with no shuttle service delivery and asked him to refund that. He said sure. He asked me to give him a day or so to check their storage facility to see if it was there before filing a claim. I agreed. I never got another call from him. I called the office and every time I called they said the person I need to talk to is out, to leave my name and number and they will call me back.

After 20 or so phone calls I finally left a message saying that I was going to contact the BBB and file a complaint and file a claim through their claims company for the money I was owed. No response from them. So, I filed a BBB complaint, and the day after BBB notified them, they called me and said that they CANNOT refund my money or pay my claim because by filing a BBB complaint I had "tied their hands and we cannot pay you anything now that you made a complaint on us."

I contacted their claim company and filed the proper paperwork and they sent me a letter to have notarized so that I could get my money back. I sent in the letter and called them back. They said that the company now has 120 days by law to pay me the money back. So, I waited. No money came. I called the claims company back (because after I filed the claim the company never took, answered or responded to my calls and I had 5 different phone numbers that all said their mailboxes were full or no one answered). The claims company said that they were no longer their claims company as they terminated their contract with them and that I would need to contact the company directly to get my money because all the files were sent to them and they now had no record of the claim.

I called the All Safe Move again, and the person who answered said I need to speak to so and so in Customer Service and gave me a name and number. I called and spoke to her and told her the issue. She stated she would call me back after she looked into it because she was brand new. She never called back of course.

I called again about 3 days later, and asked for her at the number I was given, they said the was not in because she had a heart attack and to call back later to talk to the person who was taking her place while she was out. I called back and they had a new girl.. I told her the issue and she again said she was new and would look into it and call me back.

Then I called back 3-4 days later again and the same guy I spoke to before told me that this new girl was gone to on medical leave. I asked what the problem was and he said she had a heart attack. I said no, that was Esther, I mean this other new girl (cant remember her name). He said no, both girls had heart attacks so there is no one you can talk to... call back later. So, I know I'm just being given the run around. I am looking into filing a small claims case to get my $500 back but I have to file in San Jose, since thats where I signed the contract, but I live in Nevada, so I will need to do that soon.

This company has horrible customer service, has too many phone numbers to keep track of, and they leave your stuff outside in a parking lot, so its no wonder people either don't get their things or they are damaged. So, beware and do not use this company in the future. I also suggest you contact the BBB to look into any moving company you use BEFORE you hire them. I will be doing that from now on.

Janel
Carson City, Nevada
U.S.A.