National Moving arranged for this company to transport my goods from Chicago to Phoenix. Before leaving Chicago, I said the earliest date of delivery could be 1/16/04. The mover said he saw no problem with getting to Phoenix by then. (I later learned the movers did NOT write a delivery date on the contract, giving themselves an out.)
Come January 18th, I called and asked where my goods were. I was informed they wouldn't be at my home until sometime between January 22nd - 24th. I tried calling four times between January 24th and 26th, and never received a phone call or email. Come January 26th, still no goods. Come the 27th, I called again, and spoke with Michelle. I asked when my things were arriving. This time, I was told, "According to our dispatcher, they'll be there between Tuesday and Thursday." I asked what the delay was; they explained they "couldn't find a truck going from Chicago to Phoenix." I asked why A) No one had called or emailed about that, and B) If they're a moving company, don't they have their own trucks? I told Michelle I wanted a discount for the delay; she said I'd have to talk to National Moving.
So I did. And Walter Sanchez, my "account rep" there, offered a 5% discount. A whopping $58 dollars off my final cost of $1,060. Furthermore, he said, to get that discount I'd have to get the money to National BEFORE my goods were delivered! He explained, "We're the ones offering the discount - and we're the ones taking the loss. We still have to pay the movers." I said absolutely not; I was not paying anyone until I got my goods, and had determined they were in good condition.
Meanwhile, STILL no goods. I called A.Y. January 30th, and said A) I want half off on my move, since a 20-day delay is ridiculous; B) I would be reporting them AND National to the Better Business Bureau, and C) I wanted a number and name of a supervisor. I called AGAIN January 31st, and was told the goods would arrive February 1st. And, if I wanted a discount, I would have to put my grievance in writing, and fax it to Asaf. (Thank God for Kinko's!)
To make a long story short, I finally received my goods February 3rd. I only got $150 off my final moving cost, $60 of which I had to pay back — in cash — for the so-called "75-foot walk" to get my goods to my apartment. (My later measurement confirmed it was only 60 feet.) I also had to run back to my bank, cancel the cashier's check, and ask for cash for the final amount.in fact, when the teller saw the name of the moving company, she said, "Oh, these guys - They're weird. I don't know why they won't take a cashier's check. That's as good as cash."
By the way, I only got that $150 discount AFTER filing reports with the Better Business Bureau.
Kathleen m
Phoenix, Arizona
U.S.A.
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