We just used this company this past weekend and it was the most awful experience we ever had! I chose this company initially because of this website and the customer service setting up this move was great. But, the day of the move proved to be an ENTIRELY different story.
The day started off with the movers arriving 2 hours late, without a call saying they would not be on time. I have to call 3 times to see where the drivers were. The dispatcher just replied, "They're still not there? We'll call you right back." Of course I had to keep calling back to find out what was going on because they never returned my call.
The drivers finally arrived and at that time, they didn't speak a word of English. The "head" mover came over with the contract to look over and have us sign and couldn't even read what was on the paper.
We had an estimate of 6 hours for the move, which was way more than we needed because we were only moving furniture and appliances (our bedroom set, kitchen table with 4 chairs, 4 ft bar, 2 couches, coffee table, refrigerator, stove, washer and dryer). There were NO boxes to move as we had already moved them previously. Plus, we were only moving 10 blocks away which is literally a 1 minute drive down the road. But because they saw 6 hours on the paper, they tried taking their sweet time to stretch out the time. Absolutely ridiculous.
Then all of the sudden, magically, when the topic of money and charges came about in moving some delicate pieces, they miraculously could speak and understand English like pros!
We have a 55" flat screen plasma TV. The sales rep I made arrangements with said they bring "special" packaging for the TV and it would be a charge of $39.95. No problem for me, since the TV is worth over $5,000 and we wanted to take special care in moving it.
All of the sudden, on the day of the move, the driver informs us that it's $60.00 to wrap the TV and it would be $30.00 to "wrap" our dresser mirror and another $30.00 to "wrap" our kitchen table top. The driver loudly said we were wrong so I had to call the moving company to have them relay the message to the driver that they were wrong about the price. Then the driver rolled his eyes and started yelling in another language and walked away.
When it came time to wrap the TV in their "special" packaging, one of the other movers came in with bits and pieces of cardboard and packing tape. This was their "special" packaging that we were about to pay $40.00 for! I couldn't believe it. I was expecting a pre-fab or solid moving case that the TV would be slipped in to 123.instead, the mover took over 1/2 hour just to wrap it in the cardboard! And, of course, the truck was packed and the TV was the last thing to move out, so they were taking their sweet time again.
I explained to the driver that this was completely unacceptable. He said something in another language to the guy wrapping the TV and said So we'll just leave it here and it will be your problem. Again, I had to call the moving company to intervene and explained to them how unhappy I was at this point already.
We finally got rolling all of the 10 blocks of our journey and pulled up to the house. When we arrived the "head" driver who now spoke English like a champ said we had to pay him for 6 hours now before they unloaded the truck. My husband and I explained that this move wouldn't be 6 hours and we would just pay them up until this point.
He refused and said if we didn't pay him now he would drive back to Rego Park with the truck and all of our stuff. So, again, I had to call the moving company and had to have them intervene (and of course, my husband and I were right).
While we were on the phone with the moving company, my father-in-law walked toward the "head" driver next to the truck and said "Let's just start moving everything while they're working everything out on the phone. I'll help."
And as he walked closer to the truck the "head" driver pushed him! My father-in-law quickly called the police to report the assault and requested an officer be dispatched right away.
And, of course, at this point, not only did their English improve by leaps and bounds, but they quickly swung open the doors and moved everything into the house. This lapse in time cost us another 1/2 hour in time, which we had to "pay" for. The rest of the move had to be done by police supervision.
Aside from what was listed above, there were other things going on, just too many to list. I am seeking legal action against this company so this won't ever happen to another family. I have still not been contacted by this company to discuss this issue.
I work in the sales and retail management industry and deal with people all day long, as well as negotiating legally-binding contracts, so I know what is acceptable or not.
I am also pregnant and am under strict orders from the doctor not to be around any excessive stress. Because of this incident, I had to leave my move and go rest up at my parents house because of the extreme circumstances. Believe me, this is a big issue.
Bottom line is, unless you want deal with lateness, rudeness, price gauging assault and a police escort for your move, use another company!
Elisa
Staten Island, New York
U.S.A.
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