Contracted with World Moving Services to move from Austin, Tx to Sacramento, Ca on 6/4/2005. Spouses employer required extra two weeks on job, 5/31/2005 requested that move be changed to 6/14/2005. Per Michael at World Moving Services (WMS)this would be no problem. He sent a form to change the date, I signed it and sent it back.
6/2/2005 received call from Alliance(?)Movers stating they would be picking up our stuff on 6/4/2005. He got ugly when I informed him of date change to 6/14. He said he could not do it after 6/10. Got angry that no one had informed him.
Hung up with Alliance and called Michael at WMS. Michael said the carrier had not read the follow-up paperwork, but not to worry, he would take care of me and the move would go off as scheduled.
6/13/2005 have heard nothing about move since 6/2/2005. Called WMS to check status. Customer Service answered as Nationwide Relocation Services (NRS), claimed to be same company.
Customer Service Rep said that Alliance was the assigned carrier and would be there to pick up as scheduled. I advised her of my call to Michael on 6/2, she said "oh Yeah, I see the notes in the computer". She said they would need to find another carrier. Not to worry, they contract with hundreds of carriers nationwide and there would be no problem finding a new one.
6/14/2005 mid morning, still no word on a carrier. Called WMS/NRS. Was told that dispatch was trying to find another carrier. I was told that the date change was the problem. I replied that I notified them 6/2 that Alliance said they could not do the move and that they dropped the ball by not finding a new carrier until I called again 6/13. She said they were doing the best they could.
6/14 afternoon, received call from Jerry at ProActive Movers. Would have a truck at my location next morning to pick up, he was making a delivery in Houston as we spoke.
6/14 late evening, call from WMS/NRS advised that ProActive Movers was assigned carrier and would pick up 6/15/2005 am. Told her I had spoken with Jerry.
6/15/2005 no truck by 10am. Called Jerry at ProActive. He did not know where his driver was would call him and let me know. Jerry called back, driver hung up in Houston, customer did not payment at delivery, would definately be at my location sometime in the afternoon. Said driver, Gerald would call me when he was enroute.
I called WMS/NRS to inform of the problem. They said sometimes these things happen, that's why they request a two day pick up window. And if I had not made the date change the first carrier would picked up on time. Again, I told them that this scheduling problem was not my fault and they needed to take responsibility for their actions as well as those of the companies that they contract with to represent them.
I advised WMS/NRS that I had to be on the road by Friday, June 17 because my husband had a plane to catch in Phoenix, AZ in order to report to his new job by Monday, June 20. I was assured that our stuff would be picked up as Jerry indicated, later this afternoon.
6/15/2005 early evening, still no truck. Called Jerry at ProActive. He had no explaination for the hold up. Said he would call driver and find out what was going on. Said he would call me back.
Called WMS/NRS to advise. They were unsympathetic and said I should follow-up with Jerry. Tried to call Jerry back, no answer, left voice mail.
6/16/2005 called Jerry at 9:00 am. He said he could not get his driver on the phone, he must be holed up sleeping in some hotel with his phone off. Said he would keep trying until he got him. Said he would call me as soon as he knew something.
Called WMS/NMS, the customer service rep said, "what do you want me to do?" I suggested that they try to locate another carrier since ProActive appeared to have accepted a job that they could not perform. She said she would talk to them and find out what the problem was. She said she would call back.
Jerry called, claims that his driver was stopped by DOT on his way to Austin from Houston. Was shut down for 12 hours because of a log violation. Would definately be at our home very early in the morning.
I told Jerry that since I had been waiting for three days the earlier the better because we needed to start driving to Phoenix for my husband to catch his plane.
6/17/2005 9:00 am, received call from Dason (like Jason but with a "D"). He said he was in Houston and wanted to know how long it would take for him to get to Austin. I got upset, Houston is at least 3 hours from Austin. I asked what happened to Gerald. Dason informed me that Gerald's truck broke down and he asked Dason to take our load. Then he asked me for directions to Austin from Houston. Dason said he would see me in 3 hours.
Recap: Gerald could deliver load for lack of payment on the 15th, Gerald was shut down by DOT for log violation on the 16th, when did his truck break down??? Dason needs directions and ETA from me, the customer?? Doesn't dispatch provide this info? I am now so confounded I don't know who or what to believe. I only know that I need to move and it appears that I am not only in the middle of a scam but I am a hostage too.
I call WMS/NRS, Customer Service advises that I wait for driver to arrive since he is on his way. I told her that I felt violated, lied to and wanted to know how they intended to compensate me for all the hassle. She said she was sure they could do something to satisfy me.
Still 6/17/2005, 1:30 pm, finally got an answer in Customer Service at WMS/NRS. Told Rep that truck still wasn't here. She said she would call driver and call me right back.
Customer Service Rep said driver got lost and was 24 miles out of Austin on some highway I've never heard of. I told her to call him back and tell him if he was not at my door by 2:30 pm and loading the truck, "don't bother coming" as I would be in my car on my way to Sacramento via Phoenix.
At 2:30 pm my husband and I loaded what we could into the car with our dogs and informed the apartment manager that the movers had not shown up so I would have to come back in a few weeks to find another mover. We hit the road.
4:30 pm call from Dason. He was on our street, looking for our house. Told him good luck, it is an apartment and besides, WMS/NRS was supposed to have called him at 1:00 and told him not to come if he could not make by 2:30. Advised him that I was now several hundred miles away and he did not have a load to pick up.
He was dumbfounded.
At roughly 6:00 pm I got a call from Gerald at ProActive Movers wanting me to give him my take on what happened because he was getting conflicting stories from WMS/NRS and Dason. I told him what had happened from day one. I told him I was fed up with the whole lot of them. He offered to have his cousin (works for Frontier Airlines)set me up with round trip tickets from Sacramento to Austin at his expense if I would call him on his personal cell phone and tell him when. He said he would make sure a truck was waiting for me at my front door on the day I specified. He apologized up and down, said there was absolutely no excuse for the driver who did not show up on the 15th.
Remember: Jerry told me the driver who would pick up on the 15th was Gerald?
Sometime between those two calls I received a call from some other moving company saying they had just been assigned by WMS/NRS to pick up our load on 6/20. I told her not to bother since no one was at our home and no one would be on 6/20. I gave her the Readers Digest Condensed version of this nightmare and told her that I did not feel WMS/NRS deserved by business at this point. She agreed, and said her company was going to file a complaint on my behalf and advised me to do the same.
I have since received a few calls from othe nameless movers claiming that have been assigned to pick up our stuff "tomorrow". When they are told that there is no one there to release the load and I would need to fly in to do it they hang up.
The only thing World Moving Services has to say about this is that they are still trying to find a carrier to do the job.
Meanwhile, they processed and took the deposit from my credit card!!
Cedar Park, Texas
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