All State Van Lines Relocations/Aldo Disorbo Poor customer service, communication, and delays. Lacking empathy, compassion, and professionalism Internet

SUMMARY 

My family has moved several times including internationally, and we have never had an experience like this.  Below is a summary followed by a detailed day-by-day account that includes failure to deliver as promised, complete lack of communication, lies and damages.

Failure to Deliver

The driver failed to arrive on the promised date.  When they arrived days later, the truck was full.  We had to arrange for a truck and a location to store the load.

Jesus promised to deliver on Friday, June 3^rd and did not actually deliver until Friday, June 10^th.  

Complete Lack of Communication

Over the course of this two-week ordeal, I called Jesus countless times and sent him several text messages.  He did not once return a call or message. 

Lies

Jesus repeatedly lied about pick-up and delivery dates, truck locations, promises to return phone calls, how much was due, promise to provide a written contract based on the verbal agreement we reached. 

Damages

Inexperienced movers did not know how to protect floors, walls, chandeliers and boxes resulting in damage to furnishings, flooring, lighting and walls.  

Lack of Inventory

No actual itemized inventory was done. 

DETAILS

Wednesday, April 13th

I submitted an online request for moving quotes. 

Rachael Spicer called me shortly thereafter. We went through my household goods room by room in an attempt to compile a rough draft inventory and estimate the weight of the move. The weight estimate came to 4508 lbs.  I asked her to increase the weight estimate since a previous move was estimated at 5000-6000 lbs of goods. She revised the estimate and sent it to me.

~Monday, April 25th

I got a few more quotes from different companies (including a local mover with a cheaper quote), but ultimately decided to go with All State. I called Rachael and scheduled the move for pick up between May 28-29 and gave my deposit.I was told by Rachael I would know shortly which day the movers would come and that my delivery date would be given to me during my pick up.

I requested an estimator come to my house to look at my things since I wanted to be sure that we were correctly estimating the weight.

Thursday, April 28^th

All State hired a third party weight estimator to come my home. Rachael said that someone from All State would be in touch with me on Friday, April 29 to discuss the results.

Friday, April 29^th

No one called to discuss the inventory results.

Tuesday, May 3^rd

I called Rachael and informed her I had not received the estimate. 

~Friday, May 6^th

Paul called to discuss the results. He estimated 6300 lb, but he had a number of items on his inventory list that I didn’t own.  Paul and I went through the inventory list and corrected it to 5800 lbs.

I asked if All State would match a lower quote that I had and Paul said they would if it was a comparable service. I also told him that my company was allowing me $4500 in moving expenses and Paul said he would allow 5800 lbs for $4500, or if I could get him a written estimate from another company, they would price match it. I sent Paul the estimate from Kevin’s Moving Service, which was $4200 for everything that would fit in his truck – estimated 8000 lbs/1500 sq ft house. Paul said he researched Kevin’s Moving Service and they were inexperienced and could not move me as well as All State could. Despite telling me a few days earlier that he would move 5,800 lbs for $4,500, he attempted to deny this was agreed upon.  He ultimately agreed to this previously promised amount again.

I contacted Rachael to find out exactly when my pick up date would be. She said that my move had been assigned already so she wasn’t sure what was taking so long.

I called and spoke with Kelvin who informed me that I wouldn’t know which day they were picking up my belongings until 48-72 hours beforehand. I said that that was unacceptable because many things go into planning a move and I needed to know which day my move was occurring ASAP. I was told that a supervisor would call me the next day to discuss the assignment – this never occurred. I called back and spoke with someone else who still couldn’t tell me when my things would be picked up. In all, I believe I called 5-6 times to find out when my pick up would be. I eventually spoke to a supervisor who said she did not want to make any promises that she couldn’t keep so she couldn’t give me the date yet. I told her that I had several other things to schedule, including my father’s flight, carpet cleaners, move out inspections, etc. and that I needed to know the date. I had not been informed that I would not know the date of the pick up only 2-3 days beforehand when I booked the move with All State. I would not have chosen this company had I been told such. The supervisor I was speaking with placed me on hold and called Jesus from Country Wide Moving and Storage. When she came back on the line, she told me that my things would be picked up on Saturday, May 28 between 12-5 since Jesus moved some other things around and would be able to arrive at that time. I thanked her for taking the time to figure things out for me.

Saturday, May 28^th

At 12:20pm, Kelvin called me to tell me they were not going to arrive until Sunday, May 29. That was not acceptable to me and I asked to speak to a supervisor. He stated that a supervisor would tell me the same thing. I said that the movers were coming today as I was told they would and I needed to speak to a supervisor. It took me approximately 4-5 times of asking to speak to his supervisor prior to my getting transferred. That woman agreed that Jesus would not arrive until Sunday. I asked to speak to Jesus. She conferenced the call and I spoke with him.

I asked Jesus why he wasn’t at my house picking up my things as scheduled. He said he was in Georgia picking up a 10,000 lb load that was supposed to be 3,000 lb – He didn’t have room in his truck for my stuff and he didn’t have storage to drop the other load somewhere. Additionally, he did not have any other trucks available. I was told that I would receive a call back in 2 hours, both by Jesus and by All State – neither call was received.

I attempted to call Jesus back and he did not answer; in fact, he has never answered a single call from me.  That evening, I spoke with my moving coordinator for the first time, Roxanne. I told her how upset I was that no one seemed to care about my move and no one was willing to uphold their end of the bargain at All State – no one was even living up to the promises of calling me back. I asked her what she would do in my situation then. She replied that she would “take it as a sign to move yourself next time.”  She assured me that Jesus would be at my house between 10 and 2 on Sunday, May 29. He was trying to find a storage facility to drop the things in his truck and pick my things up.

I asked her to tell him that even if he arrives in South Carolina at 2 am straight from Georgia that I would like him to come to my house to pick up my belongings – I had carpet cleaners scheduled for Sunday morning. She said she would pass the message along. She also alerted me that no one would be at All State for me to contact either Sunday or Monday because of the holiday weekend. I asked what happens if they don’t show up. She replied, “That would never happen.”

Sunday, May 29th

2 pm came and went with no word from Jesus. My father and I discussed the possibility that the movers were not going to show.  He made one phone call to rent a truck in case we needed to move ourselves.  At 4:45pm, Jesus called my father stating that his guys were at my house. My father asked why he hadn’t answered any of our calls and he said that we had his work cell phone number and he was on the road and left that phone at his office.  My father told him that was strange since the caller ID indicated that Jesus was calling from the phone he claimed he didn’t have. 

Within 10 minutes, we arrived at my house to find a truck marked only with a piece of printer paper with a handwritten sign “Country Wide Moving and Storage” office scotch taped to the driver and passenger doors. Both men that were with the truck did not speak any English.

They came into my home to look at my belongings and we attempted to tell them what stayed and what went. Kevin, one of the drivers called someone (assuming Jesus) and told him that I had tons of stuff and it would take tons of time.

They did not do anything to protect my hardwood floors, carpet or the corners of my walls/doorways, as I had seen with my previous moves.  They picked up my sofa and attempted to take it out of the house.  They had trouble getting it through the door, so I showed them how to remove the legs.  I followed them to the truck to ensure they did something to wrap the sofa.  I was shocked when they opened the back. The truck was mostly full! Only approximately 10 feet of truck remained available. I told them that my stuff would never fit in that space and they agreed. I also noticed that they did not have any furniture blankets, tape, or stretch wrap on the truck. We told them to call Jesus.

While Jesus had never returned our phone calls, he did answer when his crew called the very same number.  My father spoke with Jesus and informed him that the truck was nearly full and would not hold my belongings.  Jesus said he was unable to find another truck or storage unit to drop the current load and he could not confirm when he would have another truck available.  My father told Jesus that he found an available truck after one phone call and that since he was unable to say when or if he would pick up the load, we would just move ourselves and we expected a full refund. 

Jesus said that if we could provide the rental truck, he would pay for the truck and give us a discount.  Jesus agreed to deliver the belongings for $1,500 regardless of the weight and the delivery would be made on Friday, June 3^rd.  My father asked for that in writing and Jesus said that the moving crew would provide a new agreement the next day when they came to load my belongings.  Jesus agreed to have his crew (Kevin and Emilio) meet my father at the rental place at 9am the next day, Monday, May 30^th. 

Since the carpet cleaner was rescheduled for Monday morning, we asked Jesus if his crew would move the upstairs furniture downstairs to clear the way for the carpet cleaner.  He agreed and the movers began to move the furniture to the garage. 

They moved one of my box springs downstairs and I heard a loud crash from upstairs. I went downstairs to find that the pendant light in the kitchen had been ripped from the ceiling and was on the kitchen floor in thousands of pieces, while scratching the floor. Both men continued along their way, not stopping to apologize or attempt to help the situation. I cleaned up the mess and my father and I replaced the light fixture ourselves some time later.

Monday, May 30^th

Kevin and Emilio met my father at the UHaul location at 9am to pick up the rental truck.  Kevin called Jesus and Jesus asked to speak to the UHaul attendant.  Jesus inquired if the UHaul location had storage.  They did.  My father spoke with Jesus and asked what was going on.  Jesus said that he preferred to rent storage, unload his current load, put my load on his truck, deliver it directly to Austin, and then return to Myrtle Beach to pick up and deliver the load he put in storage.  My father asked him if he could do that and deliver my load on Friday and Jesus said they would definitely be there on Friday.  Kevin rented the storage location, purchased tape and rented blankets.  He informed my dad that it would take 2-3 hours to unload the furniture and return to my house between noon and 1pm to load my furniture.  At 3:30 pm, we called Kevin and Emilio.  They said they were on their way back and would arrive in 10 minutes.  They arrived at 4:45pm and began to load my furniture. 

Almost immediately, Emilio attempted to move my dresser himself and scratched the hardwood floor badly while doing so.  They also put a hole in the hallway wall while moving my dresser downstairs. 

My father asked them to be careful, slit a couple of boxes, laid them flat and taped them to the floor to provide protection.  When they saw what he had done (similar to any other movers we ever experienced), they nodded and indicated that was a good idea.  These were clearly very inexperienced movers.

At one point, the movers were missing for around 15 minutes.  My father figured they were taking a break, so he took a couple of cold drinks and walked out to the truck.  They were on top of the truck.  My father asked them what they were doing and they explained that they hit a tree with the truck and they were taping the top of the truck in hopes to keep rain from ruining the furniture.

They finished loading my things into the truck at 10 pm. They showed me the “inventory” which was nothing more than a copy of the list made by the estimator. In all of my moves, I have never had a company not keep an inventory list as the day unfolded, nor have I had a company not use stickers to inventory and label each of my belongings. The inventory was missing many items and the estimated box count was off.  I added what I could remember to the list, however Emilio assured me that the inventory did not matter since no one else’s things were going to be placed on the truck and it was his job to take the truck directly to Austin from here – so nothing would go missing.

My father asked them for the new agreement (as promised by Jesus the day before) indicating the agreed to price and delivery date.  They said they had no agreement and Jesus handled the money; they had nothing to do with money.  We asked them to call Jesus and after several attempts, Jesus called my Father.  Based on the history of:

• Not arriving as promised
• Inexperienced moving crew
• Inaccurate inventory
• No paperwork indicating agreed to price and delivery date
• Not returning phone calls

we were more than suspicious, so we once again asked Jesus to clarify the amount owed ($1,500) and the delivery date (Friday, June 3rd). 

The movers left and we left town a few hours later.

Wednesday, June 1^st

I received a call from Kelvin stating that my delivery date was Saturday or Sunday. I said no, my delivery date is Friday, as promised by Jesus himself. He said he was told Saturday or Sunday and that was the new date. I said that was unacceptable. In a condescending tone, he said, “let me ask you this. At any point in time, have you actually read your contract?” At that point, I told him that he could not speak to me that way. I did not pay his company thousands of dollars to be spoken down to and not actually have the service that I was guaranteed occur. I asked him to transfer my file to another employee of the company and to never call me again. He agreed to do so.

Roxanne called me shortly after to tell me my delivery day was Saturday or Sunday. I told her what had happened with Kelvin and she apologized for his behavior. I told her that Jesus specifically told me Friday and she said she would do what she could to ensure this was upheld. I thanked her. She called me back and told me that my delivery day was indeed Friday. She said she would be out of the office on Thursday but would make sure to put my file on someone’s desk to call me.

Thursday, June 2^nd

Kelvin called me and left a message asking me to call him back. I immediately called him back and his phone went to voicemail saying he was gone for the day. I left a voicemail asking why he was calling since he was not supposed to call me anymore.

I called again and spoke with Samantha who said Kelvin was calling to tell me that my delivery was delayed. I said that she needed to speak with Jesus immediately since my things were to be delivered on Friday. She said she wasn’t going to call him because she wouldn’t get a different answer than Kelvin got from him. I told her she needed to call him. She eventually did, leaving me on hold for over 20 minutes only to come back on the phone to say that Jesus was on a conference call and she couldn’t speak with him. She assured me that she was call him back at 6:10 since she left at 6:15 for the day and would call me back regardless of getting in touch with him or not. I received no such call and when I attempted to call her, All State was closed for the evening.

Friday, June 3^rd (Promised Day of Delivery)

I called and left a message for Roxanne. She did not return my call and I called again, only to get her voicemail a second time. I heard from Roxanne shortly thereafter and she maintained that my delivery was indeed that day but she needed to contact Jesus to get a delivery window. I told her that it was not acceptable to give someone a window of time on the actual day of delivery – this should have been decided beforehand so that I could plan my day and assure I could be here as could my brother in law so that I wouldn’t be alone with two men in my house. She said she would call me back shortly when she had more information.

That early afternoon, I still hadn’t heard from her so I texted the drivers to see where they were. My inquiry about their arrival time that day was met with an alarming response: “I’m sorry your belongings going to take someone else because I am with another truck doing other jobs. Regards.” I immediately called All State back to see what in the world was going on since my delivery was supposed to occur that day. I spoke with another agent who told me Roxanne was on lunch, but would call me as soon as she got back. She also stated that my delivery would not occur today. I couldn’t believe what I was hearing.

I attempted to call Jesus and my call was not answered. I called some other numbers that I had for him and Tzania, Country Wide’s dispatch, answered. She stated that she didn’t know anything about my delivery and that she needed to contact Jesus. I asked that she call me back in 20 minutes regardless of hearing from him or not. No call came. I called her back several hours later and she said that they had a 20,000 lb pack and load in Georgia that needed help and they sent my drivers to help. I told her that I had not heard this information before and that I should’ve been made aware if the promised delivery time was changed. She said that Jesus didn’t feel the need to alert me of the situation since he should still be within the delivery window. I said there is no delivery window anymore since I was told my things would be in Austin on Friday. She apologized. I asked her what it was like to work for a liar, was it hard? She said it was hard at times. I told her that my things needed to be here ASAP and she told me they were arriving Tuesday. I told her this was unacceptable. She said that Jesus was going to call me that evening – again, he did not.

Later that day, I spoke with another agent who said my things were scheduled for delivery on Wednesday – this was news to me as I had been told Tuesday only minutes before. I received a call from James Alexidor inquiring about all of my issues. He also stated that my delivery was scheduled for Monday evening or Tuesday morning. I told him about the agent that told me Wednesday, just moments before, and he stated that there was no such date in my file. I took over 30 minutes of my time and his to explain the majority of the situation. After that amount of time, during which he was polite, he thanked me for taking my time to discuss these issues and he looked forward to reading my report of everything that happened. I told him I wasn’t finished discussing it with him, but he politely told me he would read it when I sent it to him. He assured me that he would do everything in his power to get my things to me Monday morning, but made no guarantees. He assured me he would call me the next day, Saturday, to follow up with our conversation and update me on the progress of my move. No surprise, no such call came.

Saturday, I left a message for James asking why he didn’t call as promised.

Sunday, All State was closed.

Monday, June 6^th

At 10:15 am, I called Roxanne and left her a voicemail asking for a call back ASAP with an update.  She didn’t call back until 5:30 pm. I then called James and spoke with him. When I inquired about him not calling on Saturday, he said he wasn’t working over the weekend. I reminded him that he assured me that he was working for most of the day on Saturday and would call. He then said he had a personal, medical issue. He placed me on hold and called Jesus. When he came back, he told me that my things were scheduled for delivery Tuesday evening or Wednesday morning. I told him there shouldn’t be an estimate anymore – they should know exactly when they should arrive. I knew when I left Myrtle Beach when I was arriving in Austin – they should know too. He stated that they were still in GA and were headed back to SC before coming to TX. This information makes no sense. My things are the only belongings that are supposed to be on that truck. Why are they making so many stops and why are they driving my things across the United States? I told him that I was told by two of his employees, Rachael and Paul, that I would be given a delivery date on the day of pick up. Period. No estimate, no maybe we can get a better idea – THE delivery date. Additionally, Jesus promised me that my things would be in Austin on Friday. No estimate, no we’ll try to be there – WE WILL BE IN AUSTIN ON FRIDAY. He said he understood why I believed that my delivery window was void at that point when I was promised multiple times that my things would be delivered on a specific day. He also said that he would contact his employees to see why they are giving misinformation. I told him that Jesus never answers my calls and he agreed that that was a problem. He said he would call Jesus and attempt to conference me in. I agreed to attempt to remain calm while on the phone with him. He said he would call me later that evening with an update and with Jesus. No such call came.

I called James at 5:30 pm and left a voicemail. Roxanne called shortly afterward to see if I had any concerns and to let me know my delivery date was Wednesday. Concerns? I have plenty. Why are you saying Wednesday but James said likely Tuesday evening but maybe Wednesday morning? When exactly are my things coming here? Why didn’t James call me back? Why doesn’t anyone call me back when they say they will? When do I get to speak with Jesus? Why are my things going back to SC before coming to TX? Are there other things on my truck because I was assured that no one else’s belongings would be on my truck? My inventory was not taken appropriately and no stickers were used on my things to separate my things from anyone else’s – I would have insisted on stickers being used and an appropriate inventory, but Emilio said it didn’t matter because they were going straight to Austin. Roxanne said that James was busy working on other things but would call me tomorrow. She assured me that he oversees about 30 employees like her and that each of those employees has about 30-60 customers they are managing. I told her that that doesn’t matter to me. I should be top priority right now. I am a customer who has never had a single promise upheld to her and All State should be doing everything in its power to get my things delivered yesterday. They should be lighting a fire under Jesus to get my things here and have a discussion with him to let him know that if he doesn’t fix this, they won’t continue to do business with him because this isn’t how they want to do business. She said they would have that conversation with him when my move was complete. She assured me that James would call me in the morning with Jesus on the line and she would follow up with me on Wednesday.  James did not call.

Tuesday, June 7^th

I waited until 3pm to call and James did not answer my phone calls (x3) nor return my calls after I left two voicemails for him. I called Roxanne and got her voicemail. I called Jesus and he didn’t answer.  I texted my drivers, with the assistance of google translate and they did not return my text. I called Jesus’ office and spoke with the Tzania. She said she would call Jesus and call me back in 10 minutes. I told her that I needed to speak with Jesus and she said ok.

An hour later… She called me back to say that he was busy and would call me later… She told me that he said my things would be delivered Wednesday evening or Friday. I was angry. Everyday it’s something different; everyday the delivery date changes. No one can tell me the same thing twice.

I called All State back and spoke with someone who said that I should be receiving a phone call shortly with the balance due at delivery. Someone can actually call me to tell me how much he or she believes I owe but no one can call me to tell me when my things are delivered? Jesus had already told us that weight did not matter that we owed $1500 minus damages at delivery and that the delivery was to take place on Friday, June 3^rd. Additionally, Paul told me when I booked the move that the drivers were to go directly from my house to the weigh station and would then call me immediately with an amount due at delivery – but this was also when he told me that I would be given a date of delivery at the time of pick up – which was also apparently incorrect information according to James.

I called back All State and although I couldn’t reach either James or Roxanne, I demanded that Roxanne be put on the phone. After a few minutes on hold, she came on the phone. I asked her why James didn’t call me like she told me he would – she said he was busy with other things. I again said that this move should be top priority at this point and people should make every attempt, especially now, to keep their word. She said that my delivery was supposed to take place on Wednesday evening between 4-8 pm, with a slight possibility of Thursday morning. She wasn’t sure from where Tzania got Friday. She assured me that she was doing everything she could to make sure things go smoothly from here on. I told her I needed to be reminded of that, so despite not having anything to update me on, I need the calls to let me know that things are being worked on. She said that she knows my account is being taken care of because it is her account and she is working on it. I told her that James was working on my case as well and she said that it was her case and she didn’t know if he thought he could do it better than her but that she is the one working on her cases.

Wednesday, June 8^th

Wednesday came and went with no delivery. I called and spoke with Roxanne and asked to have the conference call with Jesus again since he still was not answering my calls. A few minutes later, she returned to the line with James and Jesus. During the conference call, I asked Jesus when my belongings were arriving. He stated on Thursday morning since the drivers were in Dallas helping with a larger load. I asked him if he remembered promising my dad that my things would be delivered last Friday. He didn’t admit it at first, but when I asked him again and reminded him that I recorded the conversation, he admitted to the promise. I then asked him if my things had been moved to a different truck or if anyone else’s things were in my truck, since he had promised me that my things would be immediately transferred from Myrtle Beach to Texas on the same truck, alone. He confirmed that that was the case – it was a private truck and my belongings had not been moved from their original placement in the truck. I then asked him why he never answered my calls or returned my calls. He said that he hadn’t gotten any calls from me. After further probing, he said he was busy when I called. I told him that I needed him to answer my calls and he promised he would. We then agreed on $100 off/day that the shipment was late, equaling $1000 (minus damages incurred at my Myrtle Beach home) if the shipment arrived on Thursday. When the call ended, I called James back and spoke with him. He informed me that Jesus had denied promising me Friday (6/3) to him earlier when he asked him about it. I reiterated my previous statement that everything out of Jesus’ mouth is a lie and James agreed that seemed to be the case. He said that his priority was to get my things delivered, and then deal with Jesus and figuring out what All State would to do compensate me for this experience afterward.

Thursday, June 9^th

Thursday came and went. No delivery. Again, I was the one that called to find out where things were. Roxanne was still under the impression that my things were coming that evening and James had told her that Jesus was on the truck that was delivering my things. I told her I didn’t feel safe if that was the case and she told me not to worry because people knew he was there, so he couldn’t do anything to me. She couldn’t get in touch with Jesus but sent him an email asking him to contact me, since she was leaving the office shortly. I asked for his email address, which she denied, saying she needed his permission to give it to me. I asked her why she was even emailing because even if he did respond, she wasn’t going to be reachable to me. She said that she didn’t need him to respond to her, she was asking him to contact me. I told her that we both knew that wasn’t going to happen. She said that all she can do is hope that he would keep his word.

Shortly after my conversation with Roxanne, Richard called to tell me that he was coming to deliver my things sometime on Friday.  I said that they were supposed to be delivered today and he said that he was in Georgia so that wasn’t happening. I told him that I had been told that my truck was in Dallas helping with another load. He said that they were in Dallas the day before and had to return to Georgia to help with another load. I, of course, didn’t believe a word he was saying because who would believe that my truck would’ve trekked across the US countless times before making my delivery? He told me he would call me the next morning at 10 am to give me an update on when they should be arriving.

Tzania called me shortly after that conversation and told me that my delivery was to take place on the following day. I told her that Richard had just called and she told me that she had been trying to get in touch with him but she kept getting sent straight to voicemail and believed they had blocked her number. She asked me to reach out to them and have them call her. I told her I would. I also told her that I would like Jesus to call me and she stated that she has asked him multiple times but he won’t. I told her that it was my hope for her that she could find a job with a trustworthy employer because I honestly felt badly for her that she had to work with such a man.

Friday, June 10^th

Ten o’clock came and went with no call from Richard. I called him and sent a text but he didn’t respond. I called James and as I was leaving a voicemail, he picked up. I told him what was going on and that Jesus had yet to answer my calls (all 27 of them) or respond to any of my 9 text messages. At this point, James finally got it. He understood the dishonesty that was occurring and the complete lack of professionalism. He placed me on hold to call Jesus. As I was on hold, Richard called at 11 am. I answered the call and Richard sounded like he was asleep. He told me they were getting back on the road after stopping for the night. I asked, “At 11 am?” and he said yes, they meant to get an earlier start, but they were tired. He said he would call me when he was about an hour out. We hung up.

He immediately called me back to ask me for my address because he was not given any information, only told to head to Austin, TX. I texted him my address. James called me back shortly after I hung up with Richard and told me that he let Jesus “have it.” He told him to cut the BS and that he should be answering my calls. Jesus said that he had someone else call me back and James said that is unacceptable since he promised to take my calls just two days before. James told me that he understands why I’m so frustrated and upset with the situation and why I don’t believe anything that is coming out of anyone’s mouth. I told him what Richard said and how they just woke up. At this point, I told James that I didn’t think that Jesus deserved any payment whatsoever given everything that he had done, but that I planned on paying him $800 given the damages that occurred in Myrtle Beach and the agreed upon amount, at the end of the delivery, after ensuring all of my things were delivered.

Tzania called to see if the drivers had contacted me. I told her they were just waking up and would call me when they were an hour away. She told me that they were pissing her off because they were lazy and avoiding her calls. She again asked me to have them call her the next time I spoke with them. I told her I would.

Richard called me when they were about an hour out and arrived a little more than an hour later. The truck that arrived was not the same truck that my things had been loaded onto in Myrtle Beach. When they arrived, Richard asked me for payment, I told him that I would pay at the end because of all the things that had happened (which I briefly filled him in on the day before) and I needed to ensure my stuff was all there. He said it wasn’t the policy but ok, given everything that had happened. They started unloading my stuff. I asked if they had boxes to put on my floors to protect them, they did not. Richard put some moving blankets on the floor in the entryway and living room.

Tzania called and asked if I had heard from the drivers again. I told her they had recently arrived. She asked me to have them call her. They did and she told them to stop unloading my things until I had paid. I couldn’t believe that I had done her a favor by having them call her and she screwed me over. I called her and asked her why she was having them stop. She knew everything that had happened up until this point and she knew that I had no reason to trust that my things were all there. I also told her that I told James earlier that morning that I wasn’t paying until the end and he didn’t say anything to the contrary. She said she’d call me back.

I called James and he said that Tzania told him that I told her that he authorized my paying after the delivery. I said that I told Tzania that when I spoke with him that morning, I mentioned that I wasn’t paying until after the delivery.  James told me to write down any damages that I saw on the inventory form and to write down that I could not inspect everything, so further damages would be submitted on a claim form. He also told me not to pay until I got a receipt that said paid in full.

Richard and I were talking as Tzania was discussing things with Jesus and he said that he was given the truck in Surfside Beach, SC the day before. I asked him about being in Texas and he said that was a lie. He told me that they get tons and tons of complaints and they are late with every shipment, which I thought was odd since Roxanne told me that she deals with Jesus’ company all the time and has not had problems. I have recordings of some of my conversations with Richard.

Since the guys were just standing around, not delivering my things, I called Tzania and told her I was paying $800, after having Richard sign a written contract that I had paid in full. She said that I owed $900 and I disagreed stating the damages in Myrtle Beach, which Jesus had previously agreed to. She finally agreed after speaking with Jesus, whom, I again asked to speak to and clearly that did not happen. She charged my credit card and was supposed to immediately send me an email receipt but never did. For a company that cannot do anything in a timely fashion, they sure can run a credit card quickly.

They started delivering my things again and I began to notice all of the damages. Additionally, my comforter sets were placed inside of my outdoor trashcans and pieces to my shelving unit were put in another trashcan, as well. Two of the guys couldn’t read English so they couldn’t put my boxes in the appropriate rooms. Richard said that they would put all the boxes in the living room and he would run the boxes to the appropriate rooms – I ended up running a lot of the boxes to the appropriate rooms myself. I told them where I wanted the furniture, and it ended up on opposite walls from where I wanted it. They weren’t planning on assembling my dining room table, I had to ask. The mattress cover, which I was required to buy per All State, was missing from my queen mattress and the entire side of it was so dirty, it was black. It was a brand new mattress. They could not locate the legs to my sofa. I searched and finally found them inside my indoor trashcan. When they attempted to assemble my bed, Richard came to get me. The supports for my bed were missing and they couldn’t find them anywhere. I began to search for them. Richard told me I could likely purchase new ones at a hardware store. I told him I wasn’t going to sleep on the air mattress for one more night. I asked him to call Emilio and Kevin to ask where the supports were. They were able to get in touch with Emilio, but he couldn’t remember what they did with them. They were planning on leaving without putting my bed together, but my mother told them that they were either going to find the supports or one of them was going to go buy new ones and come back to put my bed together. I continued searching and finally found them inside of a piece of my luggage. I couldn’t believe that Kevin and Emilio had opened my luggage – but then again, nothing was too far fetched for this move. Richard put my bed together, never stating that there were any additional problems. I had to ask them to take the blankets off of some of my furniture. They didn’t want to take the blanket off of my nightstand because pieces of the legs were falling off and they didn’t want to see how bad the damage was. They left several blankets here, which I thought was strange since Richard didn’t want to leave my moving blankets here – he thought I was lying about having my own moving blankets which I wrapped several of my pictures with. After everything was unloaded, I asked Richard if he had my paperwork. He said he was given a truck and told to go to Austin and that’s it. He didn’t have any paperwork or anything he was supposed to have. The guys left – my house was a disaster, nothing where it should be, but at that point, I just wanted them gone.

Later that evening, while my mom and I were making my bed, a screw fell on the floor. We took the box springs off to see where it came from and realized that nothing had been screwed in, 2 screws were missing, the middle support was laying next to where it should have been screwed in, the other supports were up-side-down, and the frame to my footboard was completely bent and unable to be secured to the side board. I was so upset I couldn’t breathe. How could anyone care so little about someone else and her safety? Had I lain on that bed, it would’ve fallen. Not only could I have been hurt, but one of my cats or my dogs could’ve been underneath that bed and hurt or even killed. I called Richard and asked him why he “put together” my bed that way. He said he “worked with what he had”. I told him that he should’ve told me that he was missing pieces and having trouble getting the bed together, he agreed that he should’ve and apologized. My mom and I spent the next hour putting the bed together and fixing the damaged pieces of the bed.

This experience has been frustrating and disheartening to say the least. I have had to call James and Roxanne multiple times over the past two weeks asking for my receipt from Country Wide Moving and Storage – to no avail. They do not answer my calls nor return my voicemails. James previously mentioned that he would be speaking with his supervisor about this experience – I’m eager to speak with him myself. Everyone makes mistakes, but owning up to the mistakes you make is what makes you a good person or a good company. All State assigned my move to Country Wide Moving and Storage and should be held accountable. Had I provided service like this to one of my clients, I would not have them pay for anything. Will you own up to your mistakes and make it right?

I can’t really put into words how disappointed I am with both companies, but especially with All State who sent this unreliable, untrustworthy, and unprofessional company to my home. No one would trust these people with their belongings, so why did you send them to me expecting me to trust them? It’s heartbreaking to think that so many lies were told and that people couldn’t care less about another human being. Maybe I can put it into words… over 7700 of them…