Complaint Review: American Eagle Moving LLC Alexandria, VA
American Eagle Moving LLC Alexandria, VA Within the pickup window, but not within estimated time to arrive (3times given), Estimate way off despite utilizing a competitor's walk through estimate, and delivery estimate no good (still waiting for gods 18 days past initial delivery date estimate by moving crew. Alexandria Virginia
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To make this simple, I am just going to copy and post my log of contacts with the company since the updated estimate (the one that was built from a competitors walk through). I will say their sales people have been nice and so have several other employees I have spoken to in the past month. However, no action is being taken to get me my items except at their own pace. On my 1/3 call i was told that there are logs of my previous calls, but no notes in them, so I fully expect for the company to say I am not being honest. I just want my stuff delivered immediately, and my final payment to be discounted due to the multiple ... inaccuracies I have been told over the course of this. ( I would use a stronger word, but will give the benefit of the doubt). Brioken vehicles, employees calling out, vacations, injuries... none of this should be the problem of the customer. You say something will be done, do it. Hire an outside contractor to do what you obvious can't or won't.
Beginning of log:
Mover Company: American Eagle Moving
12/4: Signed final estimate contract based on walk through by competitor which raised the original estimate from 11/16/17 from $8125 to $9,969.25.
12/8: After multiple calls to and from the dispatcher due to 4 missed arrival times (though crew did arrive on 12/8 as contracted, just not at all timely), the crew arrived at 3:30p and walked the home. Immediately called the dispatcher who then spoke with me. They attempted to increase the fee to $16,226.00. I told him there was no way and that I had to be at my new job Mon 12/10. It is a 3 day drive with kids and dogs. He stated we can work it out. Load up to the point paid for then decide what to leave behind, even though I gave details of every item in my estimate as well as used the walk through by the competitor. In the end, the contracted amount was raised to $10,543.25; after leaving behind: Washer & Dryer, stove, refrigerator, son’s handmade bedframe, 3 book shelves, and all but Christmas Directions and a bedframe from the shed. We had to leave behind an estimated $6,000 worth of tools and appliances. As we were finishing the contract, I made the crew aware that Christmas presents were on the truck due to lack of room in our vehicles as well as the remainder of my wife’s durable medical goods. We were told to pack for 14 days. The crew stated this would not be a problem as they figured delivery would be made by 12/18.
12/12: Called dispatch spoke with unidentified male. Stated our household items would not be delivered until after the New Year. Told him during planning with Julie the sales rep and with the moving crew that delivery would be made within 14 days, but expected it would arrive by 12/18. Was told, "Do you know where you live? No one wants to move to Montana, so you shouldn't be surprised it is going to take longer to get your stuff. It is why you are paying a higher price than people moving to New York." I hung up and called our sales rep Julie who forwarded me to Sasha ext 618. I explained we packed for 14 days as instructed. Informed all of our Christmas presents were on the truck as we were promised delivery by Christmas, and that my wife's durable medical supplies were on the truck. Sasha said that delivery by Christmas would not be a problem. She stated delivery would be made by 12/20.
12/18: called Sasha directly. It took me 3 tries to get through without having to leave a message. She stated there has been an issue, but would get me with the dispatch manager Robert direct line 571-223-6017. He stated the truck had a bad break line so delivery would not be made until the 21st.
12/19 called Robert on his direct line. Now states he does not have a driver available. After hanging up, called Sasha back to inform her that their promises are being broken yet again. She puts me on hold. Robert comes back on the line and tells me he will call me back by tomorrow while he tries to find a driver.
12/20: waited until 4p, American Eagle time for an update. The truck is being loaded. Found a driver that will stop in IL for the final part of the delivery and will be at my house either 22nd or 23rd.
12/21: Called Robert's line directly. Driver hurt his back loading the last delivery in IL to go to Washington state after our delivery, and will not be able to deliver. Our goods are now in IL. They have no one to call. Even Sasha states "sorry but nothing we can do." They state their contract gives them 14 business days excluding holidays to make delivery.
Caveat: by this point we have spent $600 on replacement items (for items on the truck) in order to give adequate food and comfort to our children. Some pots and pans, air mattresses, extension chords and splitters, lawn furniture. As well as an additional $375 on Christmas presents to make up for the Santa gifts on the truck for the kids.
12/26: Called Robert directly. Tells me placing our items back in storage until after the New Year due to lack of drivers. I reminded him our contract says and they quoted to me, "14 business days excluding holidays." Which would be 12/29/17. He blatantly says he has no drivers and there is nothing he can do, that DOT allows 21 business days to deliver and hangs up.
Caveat: at this time I have filed complaints with BBB and FMCSA.
1/3: Made numerous calls to Julie, Sasha, and Robert. Only got voice mails. After multiple calls to the sales line I am forwarded finally to Chandler (Chad) 571-223-6123 who states he is the regional dispatch manager. He has me reiterate every conversation I had up to date. States neither Sasha, Robert, nor the moving crew had any authority to make promises of delivery date. He then states our items are not in IL but in fact still in Indianapolis, IN. Says our delivery is not yet in queue. Told him this was not acceptable. He puts me on hold and states he has put our delivery in queue and is scheduled to be loaded Mon 1/8. I told him they are holding our stuff much longer than the contract date, let alone all of the promise of delivery dates and how it has affected us. Asked Chandler what are the consequences on their part for breaking their promises and putting us through this nightmare. He states he will have a hard delivery date to me by 1/4 and a compensation plan for all of the broken promises. States will call me back in the morning.
1/4: Made a call to Chad at 3:30p American Eagle time as he had not called me as promised. A truck was on its way to the warehouse and would be loaded Fri with all three area deliveries. It will be on the road to us Mon and should arrive between 1-9 to 1-12. Asked why there was no one there to leave tomorrow and the stuff loaded today, was just told no one is available. Asked about the compensation issue. States he and the owner are discussing and he should be able to tell me that plan by EOD Fri. I state to him I will not pay the remaining amount owed until the compensation amount is discussed with me, agreed to, and deducted from the money orders I have set aside to pay them with upon deliver.
Caveat: have submitted a plea to the attorney General of MT to assist in aiding us retrieving our property.
1/5/17: received call from Chad at phn number 571-223-5977. States the company wants me to fill out a claims form for all items bought including Christmas presents due to late delivery, once delivery is made and the full cost of the contract is paid; the company will then decide whether or not to refund any portion of the funds. I told him this was not acceptable as to date the company has misled us about delivery dates as well as the location of my property. He stated he understood and will tell the owners I refused this resolution and demand an upfront discount. States he will call me back by Mon with the owner's response. He states the truck is at the facility and slated to be loaded over the weekend with the driver heading out Mon morning. States we will have our property by 1-12. Though did say he expects it sooner, probably 1-10 or 11th.
Caveat: contacted FMCSA about our complaint and it had been lossed. Asked to refile electronically, which has now been done. Also filed a complaint with VA Attorney General and KY Attorney general, on advice of a family member that is an attorney.
This report was posted on Ripoff Report on 01/05/2018 02:07 PM and is a permanent record located here: https://www.ripoffreport.com/reports/american-eagle-moving-llc-alexandria-va/alexandria-virginia-22307/american-eagle-moving-llc-alexandria-va-within-the-pickup-window-but-not-within-estima-1421361. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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