We had what should have been a very simple move. Load, store for 48 hours, and deliver 3 miles down the road. We meticulously packed in advance. Everything was boxed, and labeled in hopes of making unloading and unpacking a breeze. We had an in-home walk-through and they even commented on how organized things were. We were given a quote, and told a semi would arrive with 4 movers between 8 and 10. Fast forward to Thursday - moving day! 8:00…10:00…10:30 we get a call that they are on the way. 11:00… a small moving truck and 3 men arrive. We immediately called AAA, knowing everything would not fit in the truck. The crew was polite, and carefully loaded the truck - spending hours rearranging boxes trying to get everything to fit. Three hours later, a second truck arrived. We knew exactly what rooms were on each truck, saw our boxed televisions, bagged mattresses, and taped boxes neatly and securely stacked as they left for AAA storage until Saturday.

That morning a truck pulls up - but not the truck we packed. We had packed a yellow Penske truck and white truck with very distinctive logos. Two white trucks with very different logos pulled up. As the crew opened the door our unpacked belongings poured onto the street. Thursday’s trucks had been unloaded, and repacked into different trucks without our knowledge. Our furniture was literally tossed into the trucks used to wedge boxes into the trailer. It took over 30 minutes for the movers to fully open one door. 30 paid minutes to open a door.

The crew immediately asked who loaded the trucks and made calls to AAA. A number of things were damaged and more concerning - our boxes had been opened. TV’s arrived without the boxes they had been packed in. Mattresses arrived without covers. Dirty lawn equipment had been stashed in boxes of clean clothing. We were on the phone with AAA throughout the day - getting passed from one person to the next. We filed a formal claim and heard “I’m sorry” countless times. Now, 25 days later we are STILL waiting for resolution. We waited the 7-10 business days they requested, only to have to reach out to them on day 13. At which time, they hadn’t made any progress. The Sr. VP assured us within 24-48 hours they would have resolution to “make this right”.

24 hours later, we are told they received feedback from the crew regarding our load. “They weren’t prepared or packed.” Funny how the crew (that had 3 moves that day) couldn’t remember our load…over three weeks ago. Clearly the color coded labels didn’t stick out.

We are very patient and reasonable, and have been polite with everyone we’ve spoken to at AAA. We wanted answers as to why everything we own was touched, tossed, and disrespected. It seemed like a simple request. But, with each day that passes our frustration grows and it becomes clear that we will likely not be compensated for the damage done that weekend, and will never know what was done with everything we own during that 48 hour storage period.