Dee was very nice when I originally booked. She gave me quote for $2000 for my itemized list, and assured me there would be no extra charges unless I had more stuff.
The pickup: I was told that I would receive a phone call 24 hours before my items were picked up. They were to be picked up on May 22. I only found out on the morning of May 22 after I called them that the driver was to arrive between 2-4 PM. However, I never heard from the driver until 2:15 pm that day, when he (Ruby) informed me that he wasn't sure when he would be there, maybe 7 at the earliest. I could not be available at that time, so he came the next morning. I was told he would be there at exactly 8, but he did not arrive until 9. Next I was charged an extra $800, despite the fact that I specifically asked Dee when booking my move if there would be any extra charges and her response was "only if you have more stuff that you said you have." My original estimate was for $2000 flat. I actually had less stuff moved, including less a sofa, loveseat, adult bike, 32 inch tv, and 13 large (5 cf) boxes. Nonetheless, there was an extra $525 just for space of items. This violates the 110% rule. Then I was charged an additional $275, despite the fact that I had specifically asked about extra charges.
Delay in items, rudeness and miscommunication - When I booked my move, I emphasized the necessity of having my items arrive by June 10. Dee asked me for a 2 day window in case, I agreed to June 10 or June 11. I moved across the country from North Carolina to California. I am a resident physician who works 100+ hours per week, and I knew that I was starting on June 12. Because of this, I even had my mother and my brother fly out from Milwaukee to help me move, $260/ticket. I called Nationwide movers USA on June 3, and Dominique confirmed that my items would arrive by Monday June 10. I then called again on Friday June 7 around 1 pm, when I was abruptly told that my items would arrive in approximately 14 days. I was shocked and upset. No one from Nationwide movers USA had called to tell me this. If I hadn't called, I would have been waiting for my stuff on Monday to arrive, without knowing. Domique would not give me any more information, and said that someone would call me back in an hour. No one called. I called back again in about 1.5 hrs, and again she told me the same thing. Again, and again. No one called, and I called back, and no one would give me more information. It came to the time when no one was in the office. Finally, I called their booking number, when some nice man got in touch with a man named Robert. Robert called me back around 7 pm, and told me that the truck would leave on the night of Sunday June 9, and arrive likely by the end of the week. He said that I shouldn't have expected my items to arrive if I hadn't gotten an email that said the truck left, as was written in the contract. I said ok.
The week went by. I was now living in an empty apartment with nothing in San Francisco, and my mother and brother came with nothing to help me with. I purchased some clothes to go to work with, as well as a foam mattress pad, comforter, and pillow to sleep on the floor. I called Nationwide movers again on Friday, June 14 and after attempting to get in touch with someone numerous times again, he told me the truck left late (again he never called to update me), and I should get my stuff in 4-5 days. I never had gotten that email that my stuff left, apparently a violation of the contract. Furthermore, he said he would email me the name and number of the driver. He never did. I called again multiple times on Monday to get the name and number, finally he gave it to me. I called the driver, Garno, but he never called me back. I waited again a few days, had not heard anything. On THursday, I called the office for an update. I was told that Garno would call me but he never did so I called back. At this point Robert threatened me that if I kept calling, he would send my items back to North Carolina. I was appalled and terrified and didn't know what to do. He had all of my worldly possessions, I had just moved across the country, was starting a new job that was very stressful in terms of hours and saving lives, and I felt very vulnerable. My items finally came on June 25. I received a phone call the on June 24, that they would arrive between 12-2 pm on June 25. I had to hire someone to be at home to pay them and let them in. They didn't arrive until 3:45 pm.