I requested a quote to move newly purchased furniture from California to Utah. My "relocation consultant", Michelle Sabag, seemed knowledgeable and, prior to signing their contract, her follow-up was amazing - daily via phone and email! I handled this transaction via phone/fax/email and did not get a copy of their contract mailed to me - big mistake! The contract that was faxed to me stated that the "estimated time of arrival" was 3 - 5 days - I asked and was assured multiple times by Michelle that my furniture would be picked up in California and delivered to my home in Utah within 3 - 5 business days and she repeatedly lied to me and said absolutely!
What I was never told was that my furniture would be picked up by one truck with one set of driver's then transported to Los Angeles where it would be unloaded and stored for several days, then picked up by a second driver and then loaded with many other customer's deliveries and sent to Utah with several days stops first. This process took eight days during which time the "customer service" manager, Teresa at x300, did nothing other than tell me that they could take up to 15 - 30 days legally to transport my furniture (the fine print on the back of their contract which was never faxed to me and I was unaware of the contract being two-sided!) and would never get Michelle on the line to discuss her lies to me! When I was finally given the driver's name and number who was transporting my furniture to Utah, I asked him for verification of when he picked up my furniture and he said (this is a direct quote) "Lady, that is none of your business!" and hung up on me.
Also, this was brand new luxury furniture from Drexel Heritage that they charged me an extra $451 to box/wrap. I was told by Michelle that everything would be put back into the manufacturer's boxes, if possible, and anything else would be blanket wrapped at no additional cost - LIES! The contract also stipulated that my furniture would be "white glove" delivered which meant that it would be unloaded, un-wrapped, carried into my home and assembled - again, I very specifically discussed this with Michelle and put it in writing in my fax cover sheet to her when I faxed my copy of the contract!
The driver attempted to deny any responsibility for assembling anything (I had to fly up to Utah at an additional expense of $600 to handle delivery because of the lies from this company) and when I showed up with my contract he conceded to assemble the beds but refused to assemble the bunk beds because "it would take too long and was not disassembled by the original driver". Out of initial stupid courtesy, I had requested that the bunkbeds not be unboxed and assembled for inspection as they are very labor intensive and Michelle said "no problem" that they would handle assembly on the Utah end - LIES!
This company is nothing more than a bunch of liars who misrepresent their contract, systemically deny any fault and offer zero level of escalation. We ultimately received our furniture - which they required us to pay the balance due in full and IN CASH OR MONEY ORDER, thus not cancelable - before they would even open the doors on the truck. The driver then dropped one of the pieces of furniture and now we are experiencing the same dishonesty and avoidance in our claim process that we had once we signed our contract with this company.
Do not hire these people to move your furniture - they are liars and run an organization based on systemic fraud and misrepresentation!
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