22 Aug 2020 · MoveAdvisor
1.0 out of 51.0
Melissa in booking/sales and the movers were great. If that were the end of the story, I would rate 5 stars. But, unfortunately, it's not. I prepaid for a 4 hr move (AA said they couldn't process payment over the weekend) with the understanding if we went under, I'd get a refund; if we went over, I'd pay the difference on Monday. (The AA minimum is 3 hrs.) The move came under the estimated time. I reached out the following week - they did not have the paperwork submitted yet and would call me back. They did not. So I followed up the next week and basically have continued calling in almost once a week. It has been acknowledged by multiple people in the office that I am owed this money - but no one can confirm that it has been cleared to be refunded or that it is in the process of being refunded. Every time I am told they need to call me back or call accounting or check with management and - of course - no one calls me back. It is not a large sum, but it is money I am owed. It has been now 2 months and AA has not been able to process a $73 refund. I have now filed a complaint with BBB. AA, you took a pretty stellar customer experience and continue to screw it up.
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