Below is the initial letter that was sent to Nationwide Relocation.
Our move took place in the fall of 2011. Why am I reporting this in 2013, you ask. I can see that Nationwide Relocation continues to get the same bad press so I wanted to add my report. Nationwide Relocation did offer me a settlement but I felt that it was insufficient and I prefer to tell the world, rather than accept their paltry offer. Also, acceptance of an offer from them will require that you remove all complaints to regulatory agencies. Below is our story, mainly written by my wife with interjection by me in places.
Recently we hired your company to move our family from
Louisiana to Michigan. Much research was done on our part to find a mover we
could trust with our lifes belongings. We chose Nationwide Relocation Services
because your website suggested:
Need Skilled Long Distance Movers? Let Us Connect You
to Trained Professionals. [continued below]....
From your ad also:
There is no better time experience a hassle-free move,
and Nationwide Relocation Services can provide it, so speak with a moving
coordinator at 888.219.7171 today.
You make additional statements:
Our commitment is to utilize our industry know-how in
a professional and proficient manner and at a pace that assures success. We
wholeheartedly adhere to our philosophy "value each customer, regardless
of the size of the move." But we go above and beyond to ensure that all of
our affiliate carriers are certified, licensed and insured for your protection.
We partner up with seasoned, professional movers that possess years of
experience, who are ready to undertake your moving feat. And unlike all other
rival movers, the long distance movers in our roster are not intimidated by the
size of a job; they will tackle any relocation with confidence. So sit back,
and leave the packing, heavy lifting, and unloading to our skilled roster
Not only did we get unprofessional movers, we experienced
the very opposite of a hassle-free experience.
To begin with, your driver arrived 2 days late. We had a
scheduled pick up date of 9/22/11 with an alternate date of 9/23/11. The driver
arrived on 9/23/11 at approximately 3 in the afternoon and spent the rest of
the day fixing a flat tire, doing paperwork, and inquiring where he could find
some cheap Mexicans (his words) to help. We agreed on a start time of 8:00 AM
on 9/24/11 one day late. The driver arrived at 9:30 AM explaining that the
cheap Mexicans were drunk and he could only find one guy that was not drunk or
hung over. You can see how this is the furthest thing from professional movers.
Our first inclination was to fire these guys immediately but
because we had already paid you many thousand dollars and you had already put
us in a time crunch, we had no choice but to continue.
The men worked diligently for the first few hours we fed
them, they worked diligently for the next 3 hours, we fed them again, then they
began packing us up with little to no regard for our belongings. We felt that a
professional moving company should at the very least have the sensitivity to
understand that they are moving peoples lifelong belongings, and take extreme
care in doing it as carefully as they can. It was clear that our belongings,
that we have accumulated and cared for over 42 years, were of little regard and
they began tossing them onto truck as though it were junk.
At 4:00 in the morning the truck was finally loaded and they
were off. Fabio, the driver, assured us that he would meet us in Michigan on Tuesday
9/27/11. Numerous calls to Fabio were unanswered and calls to your company were
fruitless as you explained that you did not know where he was, did not know
where the truck was, and you would call us back. You never did.
Tuesday came and no delivery. Heres where the nightmare
gets even worse. We called your customer service department again and again, asking
where the truck was and their reply was they didnt know. The next day and
everyday afterward we called your customer service department and we got
various responses like we did not know, the truck was in route, the
driver was in the area. You never returned my calls as you promised and you
would not let me escalate. You gave me no recourse. Our suspicion was that
Fabio and Arturo had fled to parts unknown and they were selling our
belongings. The stress and anger which your service people have caused us is
the likes of which I have never experienced in my entire life. You should be
Your window of delivery, per contract ended on 9/30/11 and we were told
that a driver would be arriving on 10/1/11 between 11 AM and 1PM. When nobody
showed up and we did not receive a call, I was told that they were in route and
would arrive on 10/2/11, now 2 days in violation of your contract. After many
minutes of more excuses and lies, I asked for and received the drivers number.
I called Roger, he provided his schedule and called me back later in the
evening on 10/1/11 to provide his ETA for 10/2/11. Roger and Lester arrived as
promised and were the professional movers we expected from the beginning. Had
you sent these two men to load us, our move could have been a wonderful stress
free experience. Instead you choose to put us through HELL!
As the delivery men opened and looked in the truck they too
were appalled at what they saw. Their comment was in 28 years of moving people
they have seen some pretty bad packing jobs but nothing even close to as bad as
this move. They said it was clear to them that who ever loaded our truck
didnt have a clue as to what they were doing. But we were paying for a
professional move per our contract and your advertising.
The damage that came out of that truck was appalling. I had
to leave and let my husband stay because I could not bear to watch anymore. We
have had to hire movers on several occasions and the damage you people caused
is more than all of our other moves combined.
I want to be clear that Roger and Lester, the guys that
unloaded, were great. They were very disgusted with what they were seeing and had
a hard time believing that someone could be so careless. The guys that packed
us had many, many, many unused blankets and straps but were too lazy and tired
to use them.
Your tardiness caused us additional expense with hotels,
food, and storage facilities that were not used.
Based on this account see my claim form, I believe I am
entitled to a full refund from your company. You advertised a professional move
and you did not provide this. You provided pick up and delivery dates and you
missed on both counts. You were rude, un-caring, unconcerned, lied to us, and
would not return calls.
There is more to this than described in this letter that has been discussed with Nationwide Relocation. Once I provided this additional information, they immediately excused themselves from the line and never provided any additional correspondence.
My goal is not to receive compensation from them. I want you to be warned that this experience could happen to you.