Smart Moving
Household Moving Services

So here is my story. My husband and I hired Smart Moving Inc. To move our household belongings from Margate, Fl to Wichita, Kansas. I picked them because they had an agreeable price and are a family owned company. The daughter, Julia, is the secretary, the brothers do the long distance deliveries, and the father, Ser Ge or Sergio does the packing. I was told that no work was contracted out to anyone else and the employees were all family. Well, the movers, who ended up being a couple non-English speaking Hispanic fellows and Julia's father, showed up to my home to pick up the items an hour and a half later than the time they were scheduled to arrive. That really pushed everything else that we had to do that day after the movers left back, which was very inconvenient. Then, the items were delivered days after promised. When my husband contacted Julia, she said it was 7-14 business days, but that is not what was told to me. So I was willing to overlook that. Then, when dropping our things off, a box that I had my spices in it (which I was told I could pack) was eaten up and spices were spilling everywhere. So they have to have Rats or mice in their storage area. I know they were rodent bites. It was obvious. Then 20 minuets after the driver left after delivery, my husband and I noticed that we were missing the springs to the baby's crib and a top to the plastic garbage can we had. I called the driver and he said he would check the truck the next day after his next delivery in Texas. So I called the office in Fl and Julia checked the storage. Yes, they had left it. So she said they would mail it to us by UPS that day or the next. That was a Tuesday.By Thursday I called to see what the update was on the crib spring. Julia didn't know if it was shipped. Then she said she didn't have the shipping information. She said she would contact the owner (her father) because he has the information and call me right back. She never called me right back. This begins the phone tag. I would call her and she would not answer the phone. She would not return my calls. Then I caught her and she said she was on the other line and would call me right back, but didn't. So I call and call. Finally I get her and she said that the owner is out of town for the weekend and she will call me back on Monday with the information, but that I should have received the piece by then. So Monday rolls around and it is phone tag all over again. I do all the things I was doing before. Her voicemail tells me to call the office if I can't get a hold of her. No one EVER answers the office phone.

Eventually I call a third number for a man named Sam. He answers the phone and gets my Reference number and says he doesn't know why Julia isn't calling me but he will tell her to call me. So I wait a long time. Then I am getting peeved. So I call Sam again. He says that he told Julia to call me and doesn't know why she isn't. So he has me call the office number and assures me that the owner will be there. I do and he is. He is telling me through a very thick Russian accent that the item was mailed through USPS not UPS, 5 days ago. It was supposed to be mailed out by UPS 2 weeks ago!!! When I ask him for an explanation her says something about it being a big company and hangs up on me. Yes, he actually hung up on me. So I went to the BBB to complain. Then I remember that I have the e-mail address, so I e-mail them to get answers since I couldn't understand the owner very well and this is what I got in return.

This is Julia writing you back! I'm very sorry I am unable to answer your phone, but I have a final exam tonight at 6:30 and I am off since Friday night to study for it. I have been answering some phone calls, but I cannot at this time. Unfortunately I was not able to locate the trucking number for you. I'm very sorry! I'm not the one who mailed it, thus I never had it to begin with. I'll be in the office tomorrow and will be able to better assist you with that. As far as why it takes this long to mail you the item, I do not know. But you cannot hold us responsible for the operations of the Mailing System... It shouldn't take this long, but then again 10 days is not a long time for a big package to be received! Hopefully you'll have it by tomorrow! I'll call you then!
Thank You!

Are you serious? This isn't giving me any answers. And no she did not call me the next day. SHE NEVER DOES!!! So I write back with this.

I understand you are a student and have collegiate obligations. I hope you understand that I am customer of your father's company and I feel like I have been given the run-around by everyone there. You say you will call me right back, but you didn't, both times. I talked to Sergio or Ser Ge. I couldn't understand everything he said because of his thick Russian accent. I do not understand why he is saying that the crib piece was mailed 5 days ago by mail when you said it was shipped 2 weeks ago by UPS. Cause I first told you about the missing piece 2 weeks ago. I am not "responsible for the operations of the Mailing System". I am holding you responsible for communicating with me about my missing items and abiding by your contract.

1. Was it shipped by USPS (postal service) or UPS

2. When was it shipped (the date)?

3. How long does it take to get to Kansas?

4. What is the tracking number, there must be one.

-Catalina

Of course I received no response. It has been a month since me moved. This company does not care about anyone once they have their money. They do not care that my child has no where to sleep. Their customer's satisfaction is not their priority.

Catalina
Wichita, Kansas
U.S.A.

Company: Smart Moving
Country: USA
State: Florida
City: Hollywood
Address: 2500-1 N. State Road 7
Phone: 7865560559

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