On 5/12/06, we contracted with World Moving Services to handle our move from Hancock, MA to Orlando, FL on 5/31/06, after receiving several quotes from other companies. Their quote was approximately $1000 less than the others and they said they could get our items to Orlando by the 7th of June (the other companies said by the 10th and 11th). They also stated (as is stated in the contract) that they would pick us up on either 5/30 or 5/31/06. As I was starting my new job in Orlando and moving down with my wife and 4 month old baby, this was certainly the best choice.
On approximately 5/25/06, Magic Movers called to let us know they were contracted by World Moving to handle our move. They said they would call us with the exact pick up date. 2 days later, they called and said they could not do it on the 30th or 31st. They had to come on the 29th. We explained that I was working up to the 28th and that this would be impossible. They stated (Tom is the contact we dealt with at Magic Movers throughout this whole ordeal) that it was either the 29th or not until the next week. We had to be out of the house by 5/31, so we had no other choice. We explained that we would probably not be done packing when they got there, and Tom said that was fine, that the movers would work with us.
On 5/29, the movers showed up and went to work. They were very good and worked very quickly (although they did ask for a tip up front which we thought was odd as well as a suggested tip amount). They finished packing and we did notice that they put everything in boxes, even the mattresses, and they also stopped putting stickers on our items as they had lost the roll of stickers. We did not think much of this as they guys were very efficient and friendly. As they were ready to go, we tipped them. They said someone would call us that day with the amount and the day of delivery and that it would probably be the following Monday or Tuesday.
As we drove to Florida, no one called us. We made several calls to Tom at Magic Moving and to Karen at World Moving, with no reply. We got down on Thursday and spent the next 4 nights in a hotel, knowing that they would be at our new home on Monday. Monday came, we finally got a hold of Tom who told us that they would not be there until Tuesday and that we were under our weight (we knew we would be as we got rid of a lot of items last minute such as our couches, loveseat, etc.) but we were over the estimate because we used a lot of boxes. We never asked for boxes, we never were told that items like our mattresses needed to be in boxes, and we never signed the document that we found out later (from the guys who unloaded us) they were supposed to give us regarding the charges for such boxes. They charged us over $500 for BOXES!!!
We decided not to go back to the hotel on Monday night as it would only be one night, and we bought an air mattress to sleep on for the one night. The next day came, no call. We kept calling. Tom stated that there was a hold up and it was not going to be until Wednesday, maybe Thursday (if there was an emergency and the truck broke down). We got VERY upset as all my work clothes, etc. Were in the truck, I had taken a few days off to get things unpacked, etc., and now I had to go out and buy clothes for work. Wednesday came, Thursday came and NO MOVERS! Tom kept giving us the number to the driver and refused to speak with us. We called World Moving, and our representative there (Karen) would not call us back. It's now Friday and NO MOVERS! This is now the 9th of June - 2 days past the latest date they gave us when we booked. All day Friday, they kept telling us that the truck would be there soon. They showed up at our house at 10:30 at NIGHT! We told them we had a 4 month old who was sleeping, and they told us they had to do it that night. They were days behind schedule because Magic Movers had messed up and overbooked them, and that they had to be in Naples the next morning. They even told us that the truck never left New Jersey until THURSDAY! Tom had lied to us all along!!! We felt hostage and had to let them in. We called Tom to try and get some sort of answer, some sort of satisfaction~ maybe a waiving of the $500 box charge that they scammed us for something! Tom proceeded to yell at me and my wife and told us that he would do NOTHING for us and he hung up on us! The kicker is that only 2 guys showed up to unpack us, no one from Magic Movers or World Moving had told them that we were on the 3rd floor, and they brought no tools with them. We HAD to pay them (done so under protest) the amount due or they would not unload the truck. They got done at 4:30 in the MORNING. Needless-to-say, neither my wife nor I got any sleep that night and I had to go to work a couple of hours after they left. AND, they did not put our stuff back together again as was stated in our contract because they had no tools with them and had to get to their next job.
Since then, neither Tom from Magic Movers nor Karen from World Moving have called us back (after placing several calls to them). They have their money and they are off to next sucker. What a scam! What a horror! We have moved 11 times in 10 years, and we have NEVER had anything like this happen before. Being in the service industry and a Training Manager in Customer Service, I was enraged by the immaturity of Tom, the lack of follow up from Karen, and the lack of resolution/recovery from both companies. Not even an apology! I have used this story in all my training sessions since that date to illustrate horrible service and how angry customers tell hundreds (in my case, thousands) of people. I will continue to tell my story about Magic Movers and World moving until someone from either company attempts to rectify our situation.
S
Orlando, Florida
U.S.A.
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