Complaint Review: All Points USA Relocation Systems Inc - Pembroke Park Florida

We contacted All Points USA to move wedding presents, a bed frame, headboard, footboard, trunk, and rocking chair from Madison Florida to Goodyear Arizona.

An All Points representative (Ron) quoted us $.50/lb shipping and $75/hour onsite labor at origin, delivery labor was free. A few days later we called back to set the pick up date and confirmed with the All Points representative (Phil) the $.50/lb shipping and $75/hour labor. We authorized a $300 deposit to be placed on our Discover Card and set pick up for 17 June.

Then the lies started... Lies about the pick up: never showed on 17 June -- truck broken; didn't show on time on 19 June -- (first story) having a hard time finding the house, (second story) doing another move in Madison.

When the movers did finally get there (they had been crashed out at a hotel) the dude in charge (David Berhauf) started shoving forms for my wife to sign. When asked questions (what she was signing, what kind of insurance coverage we had, how the weight of the shipment would be determined, etc), David would either reply with a smart a*s answer or get very flustered and try to rush the process along.

After working less than an hour packing 3 wardrobe boxes, 2 dish packs, and 1 book box, and loading everything on the truck (oh, they also dropped and broke an antique rocking chair), David sprang the trap...$1250 for shipping, $675 for labor -- $2030 total. Of course my wife raised the bullshit flag. David couldn't provide an explanation (first the $675 was an estimate of labor, then it was "set price"...and the $1250?!?!!). Calls to All Points were met with a "we're looking into it, call us back in a couple of hours." My wife reluctantly paid the balance with our Discover Card to get the movers on their way. Oh, and though she was promised several times that she could watch the shipment being weighed, David said he didn't know where they would weigh the shipment, but that any overcharge should be taken up with the company.

Then the ping-ponging began..."call back and speak to Edmond, the owner, tomorrow," "Edmond isn't here today, would you like to speak to Kevin, the operations manager?" You get the idea...

Then the fun with delivery began...my wife tried to set up delivery for 5 July with David during pickup ("Call the company a week before delivery"), spoke with Kevin on 28 June and told him she wanted a 5 July delivery (and asked about overcharges), and finally got confirmation on 29 June from an All Points representative that "everything was set." I started calling All Points the following week and spoke to Edmond: "we can't deliver on 5 July, can you have a neighbor accept delivery some other time?"

After several more phone calls, several more instances of ping-ponging, numerous lies regarding delivery, I realized All Points probably was going to use our shipment to extort more money from us. I called Discover and disputed the entire charge. I then stopped calling, using email and fax to communicate -- silence. I continued, harping on my desire for answers, desire for a new delivery date (19 July), and threatening BBB action and lawsuit. I documented everything. Edmond finally emailed on 16 July stating our shipment would arrive on 19 July.

Delivery yielded just as much frustration as pick up. We requested a 2:00 PM delivery...the movers finally showed around midnight. No weight tickets (All Points refused to let the shipment be weighed). I videotaped the entire delivery. The next day I rented a U-Haul and weighed the shipment myself (videotaping everything) -- 580 lbs.

I fired off about 70 pages of emails, faxes, statements, timeline, receipts, along with a videotape and CD ROM of audio recordings of my phone calls with All Points to Discover Card, BBB, and the Florida Attorney General's Office.

All Points did not respond to Discover Card within the required 30 day period, so Discover reversed all charges. I later called Discover back and authorized a $400 charge (based on the verbal quote, minus my cost to weigh the shipment and costs to repair the chair).

I guess after reading some of the stories, we're lucky because we "won," but it was hard fought and didn't come without a lot of wasted time and angry moments. All Points is still lying, their response to the BBB was full of untruths and has prompted me to share my story on various consumer websites.

** NOTE: Even though there are no links below, there are 2 other reports on All Points.

Steve

Phoenix, Arizona

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