I hope I am not limited to a certain amount of space for this report, but just in case I get cut off, I want everyone to know that the two most recent reports filed in June 2011 are nearly identical to my situation, only the names and locations have been changed. I would like however to voice my experience as I have NEVER been treated like this before. (Also I am risking having my items "lost" in-transit as they have at this date, not been delivered). I registered online for moving quotes from Washington state to Nebraska. Since I had already packed my items and had them stored in an 8 x 8 storage unit, the size and approx weight were pretty easy to figure. But to be on the fair and safe side, I used 3000 lbs for the weight to obtain fair quotes from several companies. I have only two pieces of furniture - a metal queen size bed frame - no mattress or springs- and a loveseat. Nearly everything else is in boxes..clothes, shoes, books, dvds, cds, photos, blankets, kitchen and bathroom items. Julian, of Globe Moving contacted me with a quote of $500 less than the lowest bid. We went over the items I have, and he told me there was no way I would have 3000 lbs, would probably be less than that, and if so, I would pay less than the quote at the time of delivery. He assured me that he was NOT a broker, they had a 100% customer satisfaction rating, an A+ with the BBB, that he would be my go to man and would handle everything for me. He said if I had any questions or concerns to call him. I checked the website, then the BBB for complaints, and everything seemed above board. So on May 14, 2011, I agreed to have Globe handle my move. I had discussed with Julian that I was already living in Nebraska, and the owners of the storage company would let the movers in. According the the Globe website, assurance from Julian, and also stated on my BINDING NOT TO EXCEED moving contract, the total cost was to include packaging, dismantling of furniture, and upon delivery (door to door) they would unload, and assemble any furniture. So, I received an email from Julian with the Binding Not To Exceed Quote for $1500. I paid the deposit, emailed him the addresses of the two pick up points in Washington and the delivery address in Nebraska. I emailed him the contact people in Washington and their phone numbers. On May 14, we scheduled a pick up date of June 16. Julian said he would email me a terms of service and conditions contract to electronically sign and return to him. Two weeks later, I had not received this additional form. I emailed Julian and told him so. He said was I sure I did not sign it and I said No, I don't believe I have. He checked, then emailed me back with "Wow. I quess you didn't. Oh well, no biggie, I will just resend it." Well, again I did not receive this form. I did however check my bank account to and found out that the deposit was taken out on May 14, then taken again in June, and then credited back in June, (why??) and figured that he needed to do that to re-send the information to the dispatch department. The original deposit from May was still in their possession. So, the week before the move was to happen, I called Julian to see if everything was still on track for the 16th, and he said, yes, everything looks good. On June 16, the owners of the storage unit in Washington called me in Nebraska to state that they had been waiting all day for the movers, but they were a no-show. I called Julian, but could not reach him. I also send an email, and did not receive a response. I called the customer service toll free number, also got a voice mail. Called the local customer service number in Kansas, and spoke with Gabby (or Abby), who wasn't sure what was going on or when my items would be picked up. I called the dispatch number and spoke to Abraham, who said he did not have it on the schedule. After conversation, he said he would dispatch the truck and should be there the first of the next week (June 20th or so). On Saturday, June 18th, the folks from Washington call to tell me they have had calls from the driver of the truck and he will be there in an hour to pick the items up. The movers had half of my storage unit loaded when the driver turned to my contact in WA and said "will you be paying with cash or money order?"
He said pay for what? and the driver said he needed $750 there. So another call from WA, I spoke to the driver and said no one had told me I would need another deposit of $750, as I had paid a deposit on May 14. Then the driver asked my contact to sign an new contract for $.63 per pound, so my contact called me again and asked if that was what I had agreed to. I said no, the Binding Not To Exceed Contract stated $.45 per pound. Now I am kinda upset, since they are driving a Penske Moving Van, and I was under the assumption it would be a Globe Moving Van, so there was no way I was going to pay $750 to someone as far as I knew was hijacking my load. I called customer service again- she was going to call the dispatcher and discuss the rate and call me back. She did not call back. The driver however did call twice more insisting on $750, which I refused to pay They finished loading the truck, then drove it to Tacoma, where it would be unloaded and loaded onto another truck to come cross country. I called on Sunday and Gabby did not know where my items were or when they would be here. On Monday I finally get ahold of Julian again. He said the drivers sometimes write a new contract if they think the load will exceed the weight estimate. I reminded him that I only had two pieces of furniture and some boxes and misc items. So he said he would call dispatch and let them know to keep the .45 per pound. I asked if I could pay the balance on arrival with a credit card, since no one seemed to know the actual balance due. He said he would make a note and forward to the dispatcher, and to call him back on Wednesday to see if he could get a handle on where the truck was, when delivery would be, and the balance due. I waited until Thursday to call, at which time he said the items were still in Tacoma waiting for another load to fill the truck. He did not know when they would be delivered, but said dispatch would call me on Friday and let me know. I asked about the weight of the load, but he had already hung up.
On Friday (yesterday) no word from the dispatch, customer service or Julian. At 10:00 PM I received a call from Amar of Amar Express Moving, stating that he was driving my load to Nebraska sometime next week. He wanted to make sure I had the balance due so I could have cash or Post Office Money Order. I said Julian ok'd a payment by credit card upon delivery. He said no, that would not work since he has no way to process credit cards, and I needed cash or MO. I figured I would give in on that point, since it was a bank debit card anyway. He then told me the balance was $1380. Well since the quote was $1500 and I had already paid the deposit, I questioned why the balance was higher (by nearly $300). He said there was a charge for "packaging" (which, according to my contract and the company website stated was included in the price). Then he asks if he can get an 18 wheeler of 70+ ft up to the door of the house. I said no, because I don't think any 70+ truck could make a turn into a residental driveway. The driveway is 100' from road to house door. The driver said well that would not work but we could arrange for a shuttle, which would be an additional $50. Still trying to make the best of a strange and stressful situation, we offered to meet the driver on the main highway with a truck and trailer of our own. Now, this means we will drive the load to the house, unload it ourselves, and assemble the furniture. (keep in mind- was included in the cost of the move)..
So the driver tells me to have a nice weekend and he will see us next week, I told him to drive carefully and also to have a good weekend. at 10:30 PM Abraham the dispatcher calls me. He said he had talked to the driver and there seems to be some discrepancies in the cost of the move. I said yes there are, as I have a contract for $1500, to include the packing materials, Door to Door service, and they were two days late to pick up my load, and now not only has the delivery price gone up, and the door to door service out the window and I have paid out of pocket for the people waiting two days to let the movers into my storage unit I was not happy. So he starts telling me that I have signed a contract for an additional $260 for packing materials, fuel surcharge, etc. I said no I did not sign a contract for that, the only thing I have is the Not to Exceed Binding contract based on 3000 lbs, and the load weighs (so they say) 2800 lbs, and do they expect me to pay an additional $300 for the convenience of taking our own load off their truck, hauling it home, and unloading it ourselves? Abraham then starts getting angry and said he was not going to have this conversation with me at that time and he would call Julian and have him call me. I asked when that might happen since I can not get Julian to call me back or return my emails. Then very angrily Abraham asked just what would it take to make me happy?? I said, following the terms of the contract price and door to door delivery seemed like a good place to start. He said "fine! what is your original quote?" I told him, and the deposit amount, and what I felt the balance should be. Keep in mind, the load weighed less than the original quote and the packaging was to be included.
He then starts shouting me at over the phone- "Great- pay the $1163 when they deliver. Will you be paying with cash or MO?" I said I will pay with a Postal MO. he said " Are you happy now?? You are the big winner of door number 2!! You got your way! Are you happy now that you are the winner of door number 2??" I said "winner?? I have a Binding Not to Exceed Contract that I am asking you to honor." He continued ranting about how I was the big winner and was I happy now and "yeah, you have a contract, uh huh." I hung up. I have NEVER been verbally abused to that extent by anyone in a customer service department, and especially when I merely asked him to abide by the terms of the contract.
Now, I realize that Julian (or Josh or Hank or whoever he goes by now), along with Gabby (or Abby) and Abraham could read this report prior to my delivery and it could be "lost" or completely trashed prior to next week. However, if this prevents just one other person from using this company ( and I used the term loosely), then it will have been worth it. I have never seen such a bait and switch scam in my life, and at 54 yrs old, I have seen alot. I will update this post with the results of my delivery, and will follow up with the BBB and an attorney if everything is not delivered as promised.