A&E Relocation Services

"To Whom It May Concern; We have received [Member Name Removed] [Member Information Removed] complaint and appreciate the opportunity to respond. [Member Name Removed] had requested an estimate for services. On October 16, 2017, a survey was conducted by Joy, who also happened to be the lead driver for this customer'[Member Information Removed] move. Joy'[Member Information Removed] visual survey/estimate was 5,000 pounds. We also used a pre-set software that estimates the weight off this visual survey. It calculates the number of cartons and the weight of the furniture. The software estimated a weight of 5,200 pounds. Please note: The customer had packed her own belongings into cartons and totes. These were not available for us to view the actual contents. Upon arrival on load date, October 30, 2017, Joy (who had performed the visual survey on October 16, 2017), noticed, and had an in-depth conversation with the customer. Joy informed [Member Name Removed] that there were more items to load/transport than were present upon the initial survey. It was explained that the additional items and weight would increase the cost of the move. The customer acknowledged this at origin: that she added her daughter and grandchild to the move, and was aware that this was a non-binding estimate. Meaning the customer would be charged and billed on the actual weight and services requested and performed. The customer was advised she would be presented with a supplemental to sign for these additional charges. She said "it is what it is" and she still needs to move due to a domestic issue. With her consent, we continued with the move. The customer added 976.5 cubes, this is an additional 6,835 pounds with her daughter'[Member Information Removed] and grandchild'[Member Information Removed] household goods. Other assorted items were added since the survey date as well, including: a granite top desk, 4 baskets, a Christmas Tree stand, a step ladder, a step stool, a sleeping bag, a yoga mat, a suitcase, 2 folding chairs, a walker, and a dish washer. The customer changed the scope of her move with these additional items and additional weight. As this is a weight based job, Joy could not have completed the supplemental addendum until the actual weight was obtained. The customer was presented with the weight tickets and the addendum first thing upon arrival at the destination residence. The customer again acknowledged and accepted the charges. We have made attempts to follow up with the customer, including responding to her complaints and reviews posted on other social media platforms. However, [Member Name Removed] has been unresponsive to email, and her phone was disconnected when we attempted to call it. We sincerely apologize that the customer was not satisfied with the services that were received and wish we would have been given the opportunity to address the customer'[Member Information Removed] concerns directly. Both our industry state-regulated review board and Visa have both sided with A&E Relocation Services. Thank you for your time."

"Moving is one of life’s biggest stressors. We strive to insure our customers are satisfied with our service every step of the way. This move was challenging on several points and we worked with our customer and the crews to insure that everything went smoothly. When A&E Relocations initially picked up the shipment we were told that all 21,000 pounds were to be delivered from storage at origin to a single destination. The customer called prior to commencement of the move and asked that we separate out portions of the shipment for a second start. The customer sent a list of items that she wanted delivered into a mini-storage and our crews spent hours, at no additional charge to organize the 21,000 pound shipment into 2 different deliveries; one for the apartment and one for the mini storage. Warehouse handling charges are customarily assessed in these instances but we performed these services at no additional charge as a customer service gesture. When our driver arrived at destination he discovered that access was difficult. It is our policy to trust a driver’s judgment as to what he can safely access the location without damage to the property, our vehicle and surrounding vehicles. This driver was hauling a 53’ trailer behind his large semi tractor. The apartment at destination was a narrow driveway off of 2 tight corners surrounded by landscaping and curbs. The driveway following the 2nd turn was lined on both sides by vehicles which was narrow and would also have forced the driver to move the truck each time a resident wanted to leave. Pulling straight in as the customer suggested would have blocked one lane of the properties exit and the exit to a parking garage. Due to these issues the truck was parked at the road and the items carried around the building, up an elevator and down a long hallway. Drivers perform long carry deliveries out of necessity. We have no advance knowledge of what the locations at destination look like and try our very best to be accommodating under all situations and circumstances. Despite these circumstances our crew worked diligently in temperatures exceeding 90 degrees until the job was completed to insure that the customer had their belongings and that the customer the following day also had a timely delivery. Regarding the delivery to the mini-storage this was done at the customers request; we would have been happy to delivery into an on-site garage had that option been made available to us on the day of delivery. We are unsure why this was a complaint lodged against our company as we were following the customers’ request. The customer who had a delivery the next day with 3 of the same crew submitted the following comment: “Well Saturday was a long day because it was hot here but the loading went smoothly and the loaders worked very hard all day long and right up to when we finished at 9:15 at night. They were all a pleasure to have this team loading us.” The claim for damage incurred during the move will be handled by the claims department. The claims process includes an inspection and repairs by a professional repair firm. The [member name removed] have been sent both a claim form and on-line filing instructions via email to both email addresses on file. We realize that moving can be an extremely stressful time and despite everyone’s best intentions to provide a superior standard of service, we occasionally experience an incident that can undo all of the good work done by the many people involved in a move. Our office spoke to the customer throughout the move and apologized for the inconvenience and we apologize again that the delivery of this large shipment took so long and into the night. Please accept our best wishes as you settle into your new surroundings."