I am a military family and have moved several times. I thought that I knew what to expect with a moving company. I thought I knew the questions to ask and the pitfalls to avoid. I knew nothing!!!
Dealing with North American Movers has been the worst moving experience I could ever imagine. Consequently, I have dedicated myself to reporting this company at every opportunity.
On the day of the move, I received a call saying the loaders would be coming between 12pm and 3pm instead of the agreed upon 8am to 12pm. Naturally, this created a complication in my scheduling, but I adapted.
When 5pm arrived and the movers didn't, I called the dispatcher. Apparently, the movers were still in Phoenix and my residence was approximately 3-4 hours away, but they were determined to come anyway.
Because I refused to have my shipment loaded until the wee hours of the morning, I asked them to come the next day.
When the loaders arrived in the morning, the had a U-HAUL truck with them. I asked why a rental truck and they said it was easier and cheaper to use for short hauls. The loaders were very careful with my items and seemed to be very professional. They gave me the required booklets and paperwork and had everything loaded within a few hours.
When reviewing the paperwork, I was surprised to learn that payment on delivery was to be cash only or postal money order. I had asked the sales person before hiring this company if the entire move could be paid with a credit card. I was told that it could.
Then I noticed an increased fee for additional weight. I immediately called the dispatch office.
When I spoke with the sales person, I was told that no matter what my shipment finally weighted, I would pay the same rate.
Now I was looking at a document that said my rate would significantly increase for anything over my estimated weight. Fortunately, when the company wanted to estimate my weight at 2,000 pounds, I knew that I had closer to 5,000. Thus, when I requested an increase my estimated weight, they gave me a difficult time. Now I understand why.
Fastforward to delivery. I received an email from the company giving me the driver's name and when to expect pickup. I was also told to have the cash or money order ready before they "would open the doors."
The evening before my shipment was to arrive, the driver called me at dinner to make a request— he wanted a least half the payment to be in cash.
When I received delivery of my goods on January 10, both the driver and his associate were careless with the unpacking of my goods. Several items were damaged for the driver tipped the furniture onto the concete as he removed the blankets.
Once everything was unloaded, I realized that I had not seen my sofa chair. I phoned the driver to ask about the missing chair. He said that he did not remember unloading a chair such as I had described, but would FedEx it to me if the chair should be located.
About 45 mins later, I received a phone call from the driver on my cell phone. Opening the message, I expected to see a photo of my chair; instead, I was viewing a pornographic video.
I was horrified and humiliated. I had spent thousands of dollars with a company only to receive a pornographic video in response to a sincere request to find my chair.
When I tried to call the company regarding this incident, the office was closed. I left a voice message and sent emails to three separate addresses at the company. I did not hear from them until I phoned again three days later. They asked me to wait for a call from the customer service manager in 15 mins. Two hours later, I called back again. They offered an apology and that was it. When I asked for a refund, they offered "a couple hundred dollars." In addition, I was told that "it must be sad being me"... Since I "think the worst of others."
My move was originally quoted @$1984.75 by their sales rep. Because of deceptive sales, my actual cost was $5089.02.in addition, I was subjected to a highly offensive and humiliating pornographic video, received no customer satisfaction, and now my cell phone has been in evidence for the last two months. According to the sheriff's office, the driver for this company has not had a commerical license for the last three years!
Oh, and as expected, I am finding many broken dishes, broken flower pots, missing pieces, dented, scratched and damaged furniture, etc.
Melanie
Lake Mary, Florida
U.S.A.
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