Here is a copy of the e-mail that I sent them after a disasteerous move.
I am writing regarding extreme dissatisfaction in your moving services of April 30.
I initially contacted your company on 3/3/08, to schedule a move on 4/30/08, thinking this would allow plenty of time to make arrangements. "Edward" was the sales rep I talked to at the time, (and consequently, he was never available when I called back three other times), and I was quoted the following information:
$95 per hour, automatic 1 hour out and 1 hour back; 30 minutes a room to dismantle and blanket wrap the furniture (dressers not having to be emptied because of this); two men, approximate time for smaller 4 room villa to be 5-6 hours, including the travel times; cash or credit card payment; I would receive a call from dispatch 24-48 hours prior to set up the time.
Those were all gross misquotes, and I will detail what happened:
We received a call at 2:30 on 4/29, stating that two movers would be there between 9 and 11 A.M., and we would be charged for the travel time from Roswell to Monroe to Watkinsville to Roswell, a minimum of seven hours charged. We were also told cash or credit card, with 3% charge for VISA.in order to pay cash, we had to rush to the bank to obtain funds, traveling with $1000 cash, which was very unsafe for my 87 year old mother.
THREE men arrived at 10:10 on 4/30, making the hourly rate $134/hour, $39 more than quoted by the dispatcher. The total bill ended up in excess of $1200, which was grossly inaccurate to the $900 estimates given. This required another trip to the bank to withdraw additional cash.
We were then told that each blanket used and each shrink wrapping of furniture would be an additional charge.
One table leg was broken, the base of one floor lamp was broken, the TV cabinet was scratched and molding knocked off, and things in my Mother's dresser were not in the drawers where she had placed them. Her dresser drawers were in a total disarray, with some of my Father's keepsakes in different drawers than where they were initially placed. This is proof that someone went through our possessions as they were blanket wrapping.
When the men were told of the damages, their response was to get some wood glue to repair the damage, because that is what the company would do.
The boxes were very distinctly labeled as to the rooms in which they were to be placed, but half of these were helter-skelter within the house.
Needless to say, we will not recommend your services to any of our friends, family, or acquaintances. As a service industry manager, I am well aware of the fact that every negative experience or comment can result in the loss of 10 potential customers. This seems rather low after our experience with your services. Your sales reps and dispatchers need to be better trained and forthcoming with the information that people are requesting, information that makes the move a smooth experience rather than a nightmare. The fine details need to be focused on, rather than the "concierge" services you are trying to provide.
I am not easily disgruntled, but the gross misquotes and being placed between "a rock and a hard place" less than 24 hours prior to the move (how is someone supposed to find another mover when they have to be out of the residence in less than 24 hours) have me seriously contemplating a report to the Better Business Bureau.