To Whom It May Concern:
I am writing to express my extreme displeasure and dissatisfaction with my experience with your company, Empire Moving Services, Inc. I feel that from beginning to end, your company displayed a high level of incompetence, a lack of customer service and a sheer disregard for your customer. I also feel that your company was rude, blatantly disregarded scheduled appointment times, and treated us poorly.
Our move was scheduled for Sunday, September 30 and we had scheduled our belongings to be picked up by your company on Saturday, September 29. The alternate pick-up date was scheduled for Friday, September 28 but we were assured initially that our original Saturday choice would not be a problem. On or about September 26th, we received a phone call from your company to inform us that our belongings might have to be picked up at a later date than scheduled. We then informed your employee that the new pick-up date of September 30th would not work because that was the day that we were scheduled to leave the area. The person on the phone then began to be rude and stated that the truck would probably arrive on the 29th, but it might arrive on the 30th.
So upon the scheduled pick-up date, we never received a phone call from your company whatsoever. We waited around until 7:00pm before trying to get in touch with someone to find out the status of the arrival of the truck. We finally were able to get in touch with the driver who then informed us that the truck would not arrive until the next morning at 7:00am. The next day came and at around 10am we called the company and told them that we couldnt get a hold of the mover on his cell phone. The man at the company then told us that the driver was probably asleep and had his cell phone turned off. An hour later we got a call from the driver who told us he would not be arriving until 2pm. We then had no choice but to leave at 2pm, after still no arrival of the truck, to make our way out to our destination of California. We left the landlord at the house to wait for the movers.
At approximately 8:30pm, the movers finally showed up to pick up our belongings. We were then informed that we would be charged an extra $650.00 because the movers felt that they had to repack our smaller boxes into bigger boxes. Because of the use of the bigger boxes, this meant that we had exceeded our cubic square foot allowance which resulted in an extra charge. Had the movers shown up as scheduled and we were there, we would have been able to repack and readjust our belongings to ensure that we would not go over our limit. But because the movers arrived over 24 hours late, inconvenienced us and our landlord, we were stuck with being charged for something that we could have prevented had the original scheduled time been kept. According to the movers, part of the expense that we incurred was due to the fact that we had more than one television. On the original inventory list we had sent to the company, it clearly states that we would be transporting two televisions so this was yet another example of the company failing to communicate with its employees.
Furthermore, while on the road, we received a phone call from the company asking for authorization for payment. The agreement was to pay half upon pick-up and half upon drop-off. The representative on the phone was asking for authorization to collect the full amount over a week before drop-off had taken place. This is a blatant violation of the contract agreement, so I refused to authorize full payment at that time.
On October 9, our furniture arrived in our final destination of California. The moving company that your company contracted, All-State Van Lines, attempted to back their truck into our apartment complexs narrow parking lot. When doing so, they sideswiped a parked vehicle in the parking lot and knocked off the mirror with the back of the 18-wheeler. After the drop-off was done, they insured us that they would leave a note on the car before they left. This never happened. So we felt bad for the resident and left a note for them ourselves to contact us once they noticed the damage to their car. I managed to get the number off of the back of one of the employees shirts and jot it down to be able to give to the authorities the next day.
Once we unpacked our things, there were numerous dishes and kitchenware that were damaged and/or broken. These were things that we took time packing correctly as to avoid things like this from happening. We also still have yet to receive a few of our belongings including a cat carrier that was never delivered to us.
In closing I would like to express my disgust and disappointment in your company for its lack of professionalism, tardiness and overall asinine handling of our situation from beginning to end. The incompetence of the representatives of your company was astounding and unbelievable. Never should a customer feel that they are at the mercy of a company that they are paying to do a service. Im usually the type of person who likes to compliment and give appreciation to a job well done especially when its a service that is being provided to me. Id like to say that I write more letters of thanks and gratitude as opposed to complaint letters. But this one was a long time coming and well deserved. How your company remains in business, I will never understand. But one thing I can assure you of is that I will make it my personal lifelong goal to educate everyone that I know, via the internet and in my work field of television/radio, of the nightmare that I endured dealing with your company. And if I have my way, people will think twice before choosing Empire Moving Services, Inc. To do business with.
After doing my research and reading the numerous amount of complaints against this company, I am amazed at how many of your companys customers that this similar situation has happened to. I believe that we deserve to be compensated for not only our damaged and lost goods, but for our inconvenience.
0 comments