I hired Destination Movers to move my 1-bedroom apartment from New York, NY to Dallas, TX. My scheduled pick up was for Sunday June 29th, 2008. I paid for "full packaging" and only had use of the elevators in my building from 1:00-4:00pm. Because of this, the driver was instructed to be at my apartment before 1:00pm.
I was contacted on Saturday June 28th, and was told the movers would be at my apartment at 12:00pm the next day. The movers did not show up until 8:00pm, though!!! And the reason was not because of traffic delays, but that the driver was scheduled to do another job the same morning in Boston, and didn't even KNOW about my job until 12:00pm that day.
This was extremely poor planning and lack of communication from the beginning, because if the driver has a job in Boston in the morning, there is no way to get to my apartment by noon the same day. I was never contacted to be made aware of this issue, and I spent the entire day waiting, playing phone tag with the company, and wondering when they would finally arrive.
When I booked this move, 'Yvonne' assured me that by paying extra for Straight Delivery, my items would arrive in Dallas three days from the time of pick-up. I have e-mails documenting this conversation. This conversation was the SOLE reason I even hired this company for my move. I had 10 other movers I could have used. Destination Movers was not the cheapest price, and I had other quotes for a 4-5 day delivery time, but their quote assured me the shortest time frame, which was a mandatory factor in my moving process.
After the movers left my apartment on Sunday June 29th, I was under the assumption that my items would be en route to Texas the following morning, since that is what I agreed to. However, that was not the case at all. For whatever reason, my items were taken to a storage facility in New Jersey and were just sitting there. I was never contacted with an update on timing, as I was told I would be, and wasn't even aware of my items where-a-bouts until I called the company myself to get an update. Then I was told it would take up to 21 days to deliver my stuff, which was complete unacceptable because I was leaving the country for two weeks on July 6th and needed my stuff!!
Because Destination Movers did not do the job I hired them to do, I had to hire another moving company to pick up my items from their New Jersey facility. They couldn't pick up my items until 5:30pm on July 2nd, because Destination Movers REFUSED to give me the address of the facility. No one was being helpful to me, and it took the entire day for me to finally get it out of someone where my items were being held.
This new moving company took an inventory of items upon pick-up, and when they dropped off my items in Dallas, I cross-checked their inventory list with the inventory list I was given upon pick-up. One big item was missing, however, and a few items were broken. First and foremost, I am still missing a queen-sized padded leather headboard worth $1,500, which was never picked up from their warehouse. This headboard is still missing to this day! And the company refuses to help me or have anything to do with it. In addition to the headboard, my TV was broken along with a broken table and a broken stool (all because of the poor packing job).
Upon pick-up, I paid the Company $1,270. This was for 50% of the entire service they were supposed to provide me; however, far less than 50% of the service was completed. I was willing to pay for the cost of packing my items, and removing them from my apartment, but this service cannot cost anywhere near $1,270. I have tried to contact Destination Movers multiple times to discuss a reimbursement for the service they did not provide, however they refuse to speak with me.
In addition, they overcharged me for Packing. In the quote I received, I was told Full Packing was $278 (I have an e-mail documenting this), however the total cost of packing ended up being $708 somehow. Yvonne described Full Packing as follows: The full packing includes the movers packing everything as well as the supplies of materials. Therefore, the movers overcharged me for this service. Again, I tried to contact the company to discuss this, but no one is willing to. I even had packed a lot of items on my own, and used a lot of my own boxes since I had 8 hours to spare while I was waiting for the movers to arrive!
Basically this company provided the worst customer service possible and made my life hell for the past month. My contract was broken in every way possible, and they refuse to do anything about it. 1) The job was not completed. I paid extra money for Straight Delivery which I was told meant 3 days, but in reality was apparently 21 days. 2) I paid extra money for Full Packaging versus what was quoted. 3) The movers were 8 hours late for their scheduled pick up time, after the company assured me that the driver would be there before 1:00pm. 4) I was told I would be given constant status updates with pick-up and delivery times, but I was never once contacted by the company, and I had to call myself every time. 5) Extremely poor customer service, as no one was willing or able to work with me to resolve the issue, and I was never offered a single apology for the apparent miscommunication and extreme inconvenience they caused me. It was almost impossible to get a hold of anyone at the company, and when I finally did, every person had a different story to tell me.
NO ONE should ever use this company!!! I am in the process of trying to find a laywer to help me get justice with this company and the situation. If anyone out there knows someone who has helped them, or thinks I have a good case, please let me know!!
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