I don't know that even one star is an honest representation of how atrocious this company is.
In the middle of October I decided to move back from FL to CA. I had only recently moved into a new condo located right in Deerfield Beach so this new decision was unexpected and added unnecessary stress. I began seeking moving quotes as I had only acquired furniture a month prior.
While in CA I began seeking moving quotes online and was immediately contacted by Conrad who identified himself as being from Progressive Relocation Systems (which will from here on out be identified as PRS). We chatted a bit and I explained my situation. He offered to come over and do a walkthrough of my house and wanted to get a deposit immediately. His quote was lower than others received but I wanted a legally binding in home estimate to ensure that all the numbers were 100% accurate. [continued below]....
..... He understood and we agreed to do an appointment when I returned from CA.
On Sunday, October 28th, 2012, I gave him a call and we set an appointment for the evening. He seemed to have confidence that PRS would be able to efficiently move my newly purchased furniture from one state to another. I didn't have much furniture because I had only just moved so he didn't seem to think this would be a "big move" (his words). I had nearly accurately reported everything on the initial phone call consult so we only had a few things to add to ensure the in-home estimate (legally binding) was correct.
We originally set up a tentative move date for Dec. 12th, 2012 but he told me I could change that anytime within a year without penalty. The final quote was for $2600 ($2 under, but I'll give them $2). The move was quoted for 583 Cubic Feet and 4081lbs.
I called him a few weeks later and asked to push the date up to the end of November (30th and December 1st). He sent me out a revised statement that included the updated date.
On Nov. 30th I was informed that PRS would arrive at 10AM. They showed up at 10:30AM but I let the 30minute delay slide, initially.
Immediately upon arrival the foreman began walking around and grunting while saying things like "oh boy" and "uh oh". Then he informed me that my move price was incorrect and they would gladly move me for $3600 instead of $2600. I was taken a back and immediately pulled out my quote and pointed out that it was an in home legally binding estimate. The foreman seemed surprised and called the "corporate office". I called Conrad, and it took a few tries to get him on the phone. Then the next few hours included several calls to and from Conrad, the corporate office and ultimately the owner, Clifford Agnant. They said that the in-home estimate was incorrect and I was responsible for the difference. I challenged this claim and asked what was missing or misrepresented on my estimate. They could not provide an answer.
After several hours of phone calls they revealed that Conrad actually worked for a booking agency and was not an employee of PRS. Then, a few minutes later, they said Conrad was fired because he had "done this before". Then they tried to negotiate the price:
"We'll move you for $3600"
"3150. That's our final offer. We are losing money."
"That's not my problem. A representative of your company, regardless of in what capacity that was, provided a legally binding in home estimate. The highest I will go is $3000 and not a penny more."
"Okay. Let me call you back."
"Okay. We will move you for $3000 but you have to do a chargeback on your $650 as that deposit doesn't count."
Finally, the move began 4 hours later for the agreed upon price and I began a charge back with my bank. (I was skeptical of this charge back because the contract says no refunds on deposits. But Daniel (president) and Cliff (owner) assured me that they would work with me.) Cliff also promised that they would move me quicker than usual due to the inconvenience.
A week later, my items hadn't left the warehouse in FL. I was told I would get a phone call from the driver within 24 hours when my items were loaded and then within 24 hours when they would be delivered.
I never heard from the driver. I had to call several times and finally got them to say that I could expect my items on Thursday December 20th. Immediately when the driver arrived, he tried to charge additional erroneous fees and I had to call the owner several times again. It was incredibly hard to get him on the phone because, and I quote, "I tore my bicep out and I couldn't call you back."
Upon delivery, nearly EVERY PIECE OF FURNITURE I owned was damaged. The METAL leg to my couch was severed off, my two dressers were damaged beyond repair, my breakfast nook table is in shambles, my brand new hardwood floors were scratched badly and they lost the parts to my bed.
After sending more than 12 emails to Cliff (the owner), Daniel (the president) and Melissa (a claims representative), I received only one response from someone in authority. To show you the quality of the messages they compile:
Hello Jessica this is
cliff the owner I do apologize for the inconvenience with your move. I am aware
of your situation I am back in town however I tore my bicep so I have been
dealing with that. I will look over your claim and see about settling it fairly
as quickly as possible. Also for the holidays Daniel is on leave so apologize
he didn't back to you. Please allow me till the end of the week to offer a
I dont need to point out the complete lack of grammar, run on sentences, and un-necessary complaints of
a torn bicep. I explained to Cliff that he does not need his bicep to pick up the phone to speak with such an unhappy customer. Note: the Owner, President, Vice President or manager NEVER CALLED ME BACK or responded to my email until the above email. I have never heard from Daniel.
More than 2 months later, they have made only one offer of $152.70. Cliff shortly promised a revised settlement offer and claimed one was mailed out 2 weeks ago. Here is his exact email that was sent on January 22nd, 2013:
"Jessica you have my sincere apologies that the move failed to meet your expectations. I new settlement offer is being mailed to you and I hope you find it acceptable.
As of today, February 4th, I still have not received it. I have sent 2 emails to him and his staff and called several times. They have yet to respond to my emails or return any messages.
I have filed a complain with the BBB, Attorney General's Office of Florida and the FMCSA directly. I have copies of all emails and correspondence. Pictures can also be provided if anyone is interested.
DO NOT DO BUSINESS WITH THEM.