Dissatisfaction of contracted services of Nationwide Relocation! The company was contracted to broker and coordinate a long distance move (furnishings and auto) on my behalf. Some of the facts: #1 Fact: Unknown to me Nationwide subcontracted/brokered a moving firm (Ben Hur Moving & Storage based in NY (see attachment) not affiliated with better business. I certainly would not have contracted with Nationwide had I known.
Things went downhill after that. #2 Fact: See attachment - Nationwide terms and conditions #8 Customer elected a not to exceed cost price, the total cost will not exceed the estimated amount as long as a accurate description was provided: Representative Stephanie Garzon provided their inventory system to identify items and quantities to be moved. This system assigned weights to items and calculated total weight to be moved. To be safe on this matter, I personally placed additional items beyond our expectant inventory.
Once told this Mrs. Garzon noted that I had created a worst case scenario of price of weight to move. As I noted, our estimate was inflated and in actuality items moved were less than provided inventory. I used and followed their process.in the end I was charged additional monies for exceeding weight estimates. #3 Fact: Subcontractor/contractually performance: Pick-up of goods was set for 16/16 November. Nationwide contacted us (see email dtd 11/14) 11/14 that Ben Hur would pick up household goods on 11/15 between 9-12 am and drive would call to confirm.
Taking off work to facilitate, the movers never showed. Nationwide never contacted prior to confirm arrangements, during the 9-12 window to ensure arrival or immediately after for follow-up. After waiting until 1:30 with no response or communications we contacted Nationwide customer service. They stated they would contact the mover to research what was occurring and notify us immediately.
After over an hour of no contact we contacted Nationwide gain. Nationwide customers service noted my outrage and stated it was out of their hands and provided a direct phone number for the subcontractor. I wrote an email to Mrs. Garzon about my displeasure (see email dtd 11/15 at 233 pm). Mrs. Garzon replied with a reactive email (see email 11/15 at 2:44) stating they had confirmed the driver would be there (but had not contacted us), could foresee a truck issues and that they would make sure that the pick-up would occur within the allowed window. If anything else happens she would le me know. We were than notified by the automobile transporter they could not make it that day and requested a following night pick-up after 5pm. This created two subcontractors that could not meet their obligations.
I again wrote Mrs Garzon an email stating the recent events unfolding and my displeasure (see email dtd 11/15 3:33 pm).. We contacted the movers directly whom stated their truck broke down but would be there the next night after 5pm. They did not show nor contact us. We contacted Ben Hur again the next day and they stated they did not know when they could arrive.
We again contacted Nationwide who stated they had until Friday the 16th to pick-up. Ben Hur promised they would be there Friday the 16th in the evening (around 5pm). They never contacted nor showed up and Nationwide never coordinated, contacted, nor followed up. I was coordinating. Subcontractor Ben-Hur did not show up until the 17th at 1pm.
This was outside the 15/16 service window Nationwide promised and was contracted for. Ben Hur provided a 5% rebate, nationaide did nothing. #4 Fact: The final arrival. Again notified that Ben Hur would arrive Wednesday the 28th, I took off work. Again, they did not show up nor contact prior to discuss delays. I contacted Nationwide afterwards, again Nationwide verbally stated it was out of their hands. I contacted Ben Hur whom had the driver contact me. I stated I was not available the following day (29th) from 10-2 pm due to legal court date. The driver stated that was fine, he could not be there until around 4pm anyway. He than requested a morning delivery on Friday the 30th. I complied.
The driver arrived on the 29th instead during my court date. He than stated that is I did not come and meet them they could not deliver until the following week. We made it there at 1:30 pm and complied. Nationwide was contacted but only reacted to any discussion that I had with the subcontractor. They did no coordination during this period! Delivery was made on the 29th and Nationwide never contacted me on this date. They called on Dec. 3rd to see if we have received our move. #5 Fact: Packing and box charges: Initially we were going to have our 55 boxes packed for a charge of approximately $450.00 (average 8.00 per box). We decided to box all our own.
Mrs. Garzon verbally stated hey, if you run across a problem and all the items can not be boxed, the mover can easily take care of it! During the move, unbeknownst to us, the subcontractor boxed five containers (a tv, and some loose larger toys). Prior to arrival the subcontractor; notified that additional fees for the five boxes were required at a nationwide price of $129.00 (average of over $25.00 per box).
The day before arrival we discussed with Nationwide our displeasure and shock of the of exorbitant box charges, they stated that the $8.00 initial charge was due to advanced notice and stood by the inflated costs. During unpacking we noted the items that were in three of the boxes were just loose toys that would not break. To ease their workload the driver just threw them in a box, did not tape, note, nor seal the box. This is exorbitant charges; not requested nor properly notified. The bottom-line: Hired to coordinate (as per their agreement) several issues arose and Nationwides support actions were present only when initiated per my demands. They did not meet contractual obligations (i.E.initial move window and coordination throughout).
Besides the subcontractor's lack of performance and with no proper oversight; Nationwides reactive behavior (vs proactive), lack of communication, non-compliance of several requests of management contact and statement of its out of our hands drastically worsened a terrible ordeal.
I contacted Nationwide Customer Service several times and attempted to discuss all my issues with their management. They stated they would have manager call me back immediately (several times). Every time I called to discuss again and noted the past requests they stated the did not have any notes in my file. I even placed a call into the company President's office (Aldo Disorbo) and left request with his secretary for him to contact me. He did not return my call.
I will deal with these issues through Better Business Bureau or Small Claims Court. After research of Better Business Bureau I can see why they have close to 600 similar complaints! Also they are highlighted in consumeraffairs.com. For their misdeeds.
Mike k - va
ashburn, Virginia
U.S.A.
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