On or about August 1, 2012 I contacted the office for a moving estimate. The salesperson I worked with was Jaime. My experience booking the move through Jaime was very pleasurable. She was very patient and answered all of my questions. It was because of my experience with Jaime that led me to contract their moving services and I made a deposit of $604.00 via credit card. Unfortunately, after booking the move with the company all of my experiences thereafter were less than satisfactory.
On August 12, 2012 three movers came to my house in Maryland to load the truck for my move to Massachusetts. After the men loaded the truck I was told that I was over by 200 cubic feet. This was very surprising and disappointing to me because I had contacted Jaime a number of times to update my inventory list so that I would get the most accurate estimate. [continued below]....
..... My estimate ended up being 800 cubic feet and $2381.00 based on the software program they use. They charge more per cubic feet if your items were over the estimated number at pick up.
I do not believe that I shipped 200 cubic feet of additional items leading to a new balance of $3461.86. That total also included a $100.00 storage fee which I was not informed about nor did I request storage. There may have been a few household items that were not on the initial estimate, but it was far from 200 cubic feet. However, despite my disagreement with the cubic footage I paid the 2nd payment of $1614.75. After my items were loaded on the truck, I signed the paperwork and the driver immediately left the house.
Right after they left I went to another room of the house and noticed they forgot some items. They forgot the ironing board, a swiffer vac, and a floor lamp. I contacted the office the next business day (August 13) to inform them that the items were left behind. I was told they would not be able to come out to get the items. My conversation about these items with Joy was less than satisfactory. She did not apologize nor have any sympathy. When I asked if there was any way they could provide me with a credit on my final payment to cover the cost to replace those items, she told me she would have to see about that. I also told her they broke a knob to my curio cabinet when they were packing. She told me told me to complete the damaged item paperwork when the movers arrive with the stuff.
Prior to those statements she stated that I was being a difficult customer and my items hadnt even arrived yet and she spent enough time talking to me. That comment was disturbing to me because I was very professional when I called and wanted to work together to come up with a solution whether it was to ship my forgotten items or give me a credit for them especially since I paid for them to be shipped because they were on the original 800 cubic foot estimate. By the end of the conversation I was frustrated and really nervous about this company having all of my precious belongings. I decided to just let it go and hope the rest of the move would be better.
Unfortunately, the move got worse. I contacted the company later that day (August 13, 2012) to see if they had an estimated date of delivery. The scheduler, Gabby, informed me that they might be able to get it to me by the weekend if they got a job in Connecticut and New York. He was waiting to hear back from the company so he told me to call back the next day. I called back on August 14, 2012 around noon and he informed me that my items could not get to me until the following week. He also told me about paying an additional $700.00 for a dedicated truck to get to me in two days.
I asked if they could give me a discount on that price because I didnt have enough money. He informed me that they would do it for $500.00 and my items would arrive by Thursday. I decided to pay the fee. When the truck arrived it had another persons items behind mine for delivery in Massachusetts. Also, prior to coming to me they had two jobs in New York. My question is why did I have to pay $500.00 more for a dedicated truck and they sent three more deliveries on that truck? My stuff may have arrived sooner if it were only my items, which is what I paid for.
On Thursday August 16, 2012, two movers arrived at my new location in Massachusetts with my items. When they opened the truck some glass ornaments that were from a previous move fell on the ground and broke. The movers did not have a broom so they did not clean it up. I did not have a broom either because I forgot to put it on the truck. Because there was no broom, they had to walk on the broken pieces each time they went to the truck.
The broken ornament pieces were tracked throughout my house. While I realize this situation is minor compared to the overall issues, I wanted to address it because the movers should have brooms on the truck so they can clean up after themselves. I had to go to thestore later that day and clean up the mess myself because they left it.
The drivers began bringing the items in the house. Very shortly after they started one of the drivers missed a concrete step and fell on his knee. He was hurt and could not complete the move as he was needed. The other driver contacted the company and a job was posted on Craigslist for movers to assist them. This was very concerning to me because they just hired two random guys to come into my house. At this point, I began to notice some broken items as well as items that were missing.
During the move, I had to ask the guys several times to assemble by beds. Disassembly and reassembly of furniture was supposed to be included. I only asked them to set my beds up. They said they had no tools to do so. I contacted the company and they spoke to the driver. The driver then told me that hedidnt have time to go and get any tools. I told him that my beds needed to be put together because I paid for it. Fortunately, the Comcast representative was at my house and he let the guys borrow a drill.
Finally, they put attempted to put together the beds. One bed set was put together properly, however the second set was not put together properly. The frame was put together incorrectly and they could not figure out how to put the headboard together eventhough I provided them with the paper directions. They ended up having to leave the headboard on the floor.Ultimately, I had to hire someone else to come out and properly put together the second bedroom set.
After all of the items were removed from the truck, I needed to sign the paperwork. The driver gave me a copy of the inventory list that I was to sign. I signed and dated it after writing a number of items that were missing or damaged that I discovered during the move (prior to unpacking all boxes). I asked him fora copy of what I signed and he said he couldnt give me a copy (it was carbon copy paper with a yellow page under the white page, so I am not sure why he could not give me a copy). I asked him to give me a minute to pull my printer out of a box and I would copy it, but he told me he did not have time to wait for that.
I asked him to follow me to the leasing office and I would get them to copy it. He told me that he would drive the truck over. As I was walking to the office he did not stop the truck. He kept driving and did not give me a receipt. This was completely unprofessional and unacceptable. I needed my receipt for a number of reasons and should have been provided with one. The remaining balance of $1583.11 had been paid to them in cash before they unloaded the truck. In fact, I gave them $1585.00 in cash because he had no change.
This was a horrible moving experience. I would NOT recommend this place to anyone. Please be wise and look at the ratings and believe them. That was my mistake. I saw some complaints on the BBB website, but I went ahead and booked the move with them anyway because of my pleasant interactions with the salesperson. I will never use this company and I am taking the time to file this report so that others can learn from this unfortunate experience. Please do not make the same mistake I did. Trust these negative reviews it will not get better. Next time I will listen to the reviews and get references.