Report: #1066082

Complaint Review: Nationwide Movers USA

  • Submitted: Wed, July 10, 2013
  • Updated: Wed, July 10, 2013
  • Reported By: lmd89 — Dallas Texas
  • Nationwide Movers USA
    1755 Wilwat Dr NW
    Norcross, Georgia

Nationwide Movers USA User BEWARE of Nationwide Movers USA Norcross Georgia

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User BEWARE of Nationwide Movers USA

On May 20, 2013, I received a call from Wendy Montilla at Nationwide Movers USA (Nationwide).  She had received my online request for a quote for my move from Rocky Mount, North Carolina, to Dallas, Texas. She asked me to complete the inventory list, and she then would be able to provide me with a quote.  

After completing the inventory list, I received my quote from Nationwide on May 21, 2013. The quote given was for $1,098 -- (I was only moving a queen-size bedroom set and personal belongings). 

On May 31, 2013, the pick up date was set with a "two-day window" for Saturday, June 29th, or Sunday, June 30th, with a preference for the 29th -- (which fit perfectly into my travel plans I discussed with Wendy; which also are discussed below).  Wendy told me I needed to provide my credit card information at that time and pay a $50 deposit to hold the reservation.  I signed the contract at that time and provided the credit card information.  

I contacted Wendy several times in the weeks leading up to the move with questions and my updated inventory list.  She told me all I needed to do is provide her with my final inventory list a day or two before the move date.  

On Thursday, June 27, 2013, I called Wendy to provide her with my final inventory list and to learn when the movers would be arriving at my apartment.  She returned my call on Friday, June 28, 2013, and we updated the inventory list to reflect the final items being shipped.  She told me she would speak with Nationwide's dispatch department, and she would call me back within the next hour to let me know when the truck and movers were expected to arrive at my residence.  Because I had not heard back from Wendy, I called her again about two hours after our first telephone conversation on June 28th.  She told me that somebody would be calling me with the pick up date and time.  

At approximately 9:30 p.m. that evening (Friday, June 28, 2013), I received a telephone call from a man calling from telephone number (713) 836-1806, which is a Houston, Texas area code telephone number.  The man, who later identified himself as Mike, informing me that he was the mover from Nationwide Movers USA, and that "we will be arriving" at my residence the morning of Sunday, June 30, 2013 -- (because he used the word "we", I was of the impression Mike was one of the movers who would be arriving at my home with the moving van, but it could be that he simply was informing me that the Nationwide truck and movers would be arriving at my house on June 30th).  Mike further told me that there was a chance "we could be there" (i.e., at my residence) sometime during the evening of Saturday, June 29th, but that depended on whether "we are able to leave South Carolina early enough."  Mike also informed me that he would call me on Saturday if they would be arriving at my apartment that evening.  It was at the end of this telephone conversation that I actually asked him for his name, and that is when he told me his name is Mike. 

I did not receive a call from Mike or any other representative of Nationwide on Saturday (June 29th).  Based on my June 28th telephone conversation with Mike, I understood that to mean the movers and the truck would not be arriving that night, but instead would be arriving at my apartment on Sunday morning (June 30th) .   

On Sunday morning at 7:32 a.m. (EST), I placed my first telephone call to the number from which Mike had called me on Friday (i.e., 713-836-1806).  There was no answer at that time, and I instead received a voicemail recording informing me that I had called "Nationwide Movers USA" dispatch office, the mailbox was full, and I could not leave a message.  I called that same telephone number again at 8:26 a.m., and a man answered. I asked if he was Mike, and he said yes.  I then asked him "what time will you be arriving at my house for the move."  He then stated that he had told me they would be arriving Monday morning (i.e., July 1, 2013).  When I reminded him that during our Friday evening telephone conversation he assured me that the moving truck would be arriving at my residence no later than Sunday morning, he said the truck was still in South Carolina, filled to the ceiling, and he did not know if they would arrive on Sunday.  He told me he would call me back in 2 hours and inform me of the pick up time.  (Base on this telephone conversation with Mike, it seemed pretty clear that he was not one of the men in the Nationwide truck that was supposed to have arrived at my residence that Sunday morning.)

While I waited for Mike to call me back, I placed several telephone calls to the toll-free number for Nationwide Movers USA and left messages for Wendy and I left messages on the office's general voicemail.  After waiting almost 4 hours for Mike to call me with the updated information he thought he would have for me within 2 hours,  I called him again at 12:17 p.m.  My call went to his voice messaging, so I called again a minute later.  That second call was answered by a man, but I immediately was put on hold. After waiting on hold for two minutes, I hung up and called again. This time there was no answer at all, and the call went to voicemail. I then immediately called again from a different phone number, and Mike answered on the first ring.  When I asked him if he had an update on when the movers would be arriving, he said that they may arrive Monday morning, but he would have to call me in the morning to let me know for sure.  

Thereafter, I continued to call the toll-free number for Nationwide Movers USA and leave messages.  My mother called Mike at about 1:30 PM, and he told her that the truck had not left South Carolina and would probably be leaving on Monday morning.  He said that they would arrive for a pick up between 4:00 p.m. and 6:00 p.m. on Monday (July 1st).  When my mother asked him why the pick up time had changed since the confirmation call,  he denied ever even having a telephone conversation with me on Friday night. At this point, in light of Mike's absolute dishonesty about our Friday conversation, I started questioning the overall business integrity of Nationwide Movers USA. 

I did not hear back from Mike or any other Nationwide representative on Sunday.  On Monday morning I began calling Wendy's extension at Nationwide at 8:36 a.m.  I did not get through to Wendy until 9:15a.m.  Wendy said she was unaware of the situation, so she would have to call me back after she spoke with dispatch and her supervisor.  After waiting and not hearing back from Wendy during the next 2 hours, I called her again. This time she told me that her supervisor was supposed to be calling me.  She acted as if she was surprised her supervisor had not already called me.  She said she would talk with her supervisor again and I should hear from him within the next 10 minutes. After waiting 20 minutes to receive a phone call from her supervisor, I again called Wendy.   This call was not answered, and instead went to her voicemail.  I left a message informing her that I still had yet to hear from her supervisor or anyone else at Nationwide, and I requested her to "please return my call."  I never received a return call from Wendy, her supervisor, or anyone else from Nationwide -- not even after having called Wendy seven more time that day, and each time requesting that she "please return my call. 

There were several occasions when I call Nationwide to speak with Wendy, Mike, or someone at the dispatch extension that I was placed on hold. While waiting on hold, I heard a recording stating something to effect that "customer service" is Nationwide's number one priority.  So, coming to the realization that my pleas to Wendy and her supervisor obviously were being ignored, I next turned to the "Customer Service" department at Nationwide Movers USA.  I called the toll-free number and select the option for customer service.  I asked to talk to a manager or supervisor and was told that all supervisors were in a meeting.  I spoke with Dominique who identified herself as the "Customer Service Manager."  Dominique told me she would get the information on when the truck would arrive at my apartment and immediately call me back. This telephone conversation with Dominique occurred at 1:25 p.m. on Monday, July 1, 2013.  As was the case with Wendy, Mike, Wendy's purported supervisor, and everyone else at Nationwide up to that point in time, I never heard back from Dominique. 

At approximately 3:00 p.m. that day (Monday), I asked my father to call Nationwide to see of he could get any more assistance and information than I had been getting for the past several days.  When he called and spoke with Wendy, she told my father he would have to call Dominique. When my father called Dominique, she told him that Nationwide did not have a truck anywhere near my home, and she could not even give him an estimate of when or what day a truck would arrive.

At that time my father and I made the decision to rent a U-Haul truck and do the transporting ourselves.  I called both Wendy and Dominique, both calls going to their respective voicemail, and left a message informing each of them that we  could wait no longer and that our only alternative was to rent the U-Haul truck to make the move ourselves.

Those two phone calls to Wendy and Dominique were made at approximately 6:30 p.m. on Monday, July 1, 2013. It now is Wednesday, July 10, 2013, and I still have yet to receive a return telephone call or any other communication from Wendy, Dominique, Mike, or anyone else from Nationwide Movers USA. 

From my earliest conversations with Wendy in May of this year, Nationwide has been aware of my needs and the reasons for my move from North Carolina to Texas.  Nationwide was well aware that my father was flying into North Carolina on Sunday, July 30, 2013, and that I needed the movers to arrive at my home, have everything packed into their truck, and be on the road prior to his arrival at 5:30 p.m. that day.  My father's and my plans were for us to drive my car from North Carolina to Dallas, and be able to make a vacation out of it on the way.  Our vacation plans did not necessitate us having to make the most direct drive from North Carolina to Dallas. Instead, we had planned on making a casual drive, with us sightseeing and spending time in various places we wanted to visit. Our first stop was to be Washington, D.C., to spend 2 to 3 days with my brother. Then we had planned on driving to and spending 1 or 2 days in Asheville, North Carolina; Charleston, South Carolina; Savannah, Georgia; New Orleans, Louisiana; and Austin, Texas; before we finally arrived in Dallas.  Those plans have all changed as a result of Nationwide Movers USA's "customer service" that purportedly is its number one priority.

User BEWARE of Nationwide Movers USA!!!!!

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