National Moving Network gave us an estimate for all the goods to be moved. Their estimate was $2500.00 for a move from Texas to California.
The first clue that there might be a problem was when the movers arrived in a rented Penske Van. Two individuals who were obviously not professional movers loaded all the furniture. We were instructed by the moving representative to pack all of our goods except the furniture that would be prepared for the move by their movers.
All furniture and boxes were loaded on the van at which time the mover brought us the paperwork. Much to our surprise, the amount that we would owe after delivery was not the $2500 quoted amount but over $6,000.in addition, the itemized list reflected costs of $600 for packing materials used, charges for stairs and fuel. We would told that the stairs and fuel costs were included in the $2500 estimate.
We were stuck at that point with moving forward. The van left with our goods. We spoke to Heather Suthard, our customer service rep, who 'sympathized' with us and would try to see what could be done. We left numerous voice mail messages after not receiving a call back the next day as promised. Four days later, we finally spoke with her. Her compromise was that we would be charged an approximate $5200 instead of the $6200.
Basically, the fault we were told was ours. Our furniture was heavier by over 5000 lbs than they quoted, regardless of the fact that we gave very detailed itemization of all of our goods.
Our furniture was scheduled to arrive 3-5 days later. As of the 7th day, we had no furniture with no returned calls from National. The movers contracted by National was Classic International Moving. We were able to finally speak with someone at Classic. We were told that they would deliver our furniture once they were assured that we had $5000 in cash to hand over to the driver. We were shocked. We used our credit card to put a $650 deposit down as well as to purchase $300 in additional insurance for damages and loss. We were not told that cash would be required.in fact, we made it clear that the only was we would do business was if we could use the credit card. Our furniture was 'held hostage' until we assured the mover that we would have cash.
We were forced to cash in some of our retirement funds to obtain that kind of cash at a 20% penalty as well as a loss to our funds. 10 days later our furniture arrived. A single individual arrived. 4 hours later, he still sat outside trying to find someone to help him move our goods into the apartment. Our apartment complex found an individual to help and our son also helped move.
The furniture was in terrible shape. Boxes were ripped apart. Furniture was cracked from top to bottom. Damage was severe and missing goods were countless. The mover even joked at the rough shape everything was in.
We have all the paperwork from Bills of Lading, additional insurance purchased, itemized packing list, freight bills, the final inventory as received which was signed by their representative noting missing goods and damages.
We tried to place a claim with National Moving. We received a letter back from the insurance company from which National told us at the time of purchase would cover an additional $25,000 in damages and loss. The insurance company said the insurance we had purchased was catastrophic and only 'acts of God' were covered. National is at this point unresponsive to their liability which is clearly stated in the contract we signed. We are pursuing placing complaints with the appropriate governing agencies in order that this type of thing does not happen to others.
Bill
San Francisco, California
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