Malleana Ruffin

Review of ARA - American Relocation Alli...

On the day of my move the drivers were extremely l...

On the day of my move the drivers were extremely late without notice - in fact, the only reason I knew why they had not shown up in my time frame is because I called them - not because they were considerate enough to call me...& when I called I received the reply "I don't know what to tell you" from Michelle... the reason they say is because it was snowing however proper preparation prevents poor performance - they sent an extra man as compensation they said... anyway, the fees at the end and insurance were not explained / outlined truthfully before I paid to lock the contract in causing me to be charged much more than I signed for by hundreds of dollars, they contracted 3 hours of labor and one hour of travel time however I was charged for much more (my time frame was originally 1-3 and they arrived at 615p and finished at 11p taking longer to arrive at the final destination than what was showing on their map - arriving 35 min after they said they would), and they completely broke my 49 inch LG smart TV that I paid to wrap and be fragile with.
After emailing for 2 weeks to get the television replaced, Victor - the owner of the company - finally reached out via phone call to apologize and replaced my LG 49 inch Smart TV sending me the funds but first complaining because I gave an honest review of my experience online and saying that he would otherwise only give me $50 to replace the television that his team ruined. (blank stare) Their "insurance" he said is liability only, SO unless YOU ASK FOR AN UPGRADE OF INSURANCE UP FRONT (although it is marketed as a fully insured service), they will not offer it or mention it, and thus if they break your stuff, you will get a few coins towards the replacement not the full amount even if it cannot be fixed. Originally the salesperson said the move was fully insured and confirmed replacement of damaged goods when asked. Apparently this was not the contract I was given. Not a great experience as a customer.
Regardless, Victor apologized and his replacing the television was appreciated. There is definitely lots of room for improvement with the customer service and transparency with customers of this company. Crystal H. was also very kind, responsive and helpful in getting the tv situation rectified. The television that they broke being FULLY replaced AS IT SHOULD HAVE BEEN is the ONLY reason I gave 3 stars.