On Saturday, July 26 the company pushed back my scheduled pick-up date of July 27th to July 28th, and my delivery day was set, by them, to be one day earlier than scheduled (August 6), thereby forcing me to
make alternate (costly) arrangements to be at my destination on time.
No one showed up on the new (2nd) pick - up date. I was told by my account representative that another move had held the truck up (and therefore, because it wasn't the company's fault, they would not be issuing me a
discount for the inconvenience).
Then the dispatcher called me directly to tell me that it was, in fact, the transmission of the truck that
held them up for hours, not any other customer. The dispatcher said that someone would come that night, and no one did. The dispatcher also got mad at me for calling the office to inquire as to the status of my move. ("You called the office on me? That makes me look bad. Now, for your move, I don't know...")
On Tuesday, July 29, a driver was to call me between 2-3pm. I did not receive a call, so I called the dispatcher, who said the driver could not be reached. I called the office, and after many follow-up calls
that I had to make (no one — from account representatives to office managers — ever called me back when they said they would), a few hours later new (4th) window was guaranteed by Nicole, my account representative, for 8-9 that evening. I was given the number of the owner, who I was told would be able to help if the driver didn't show.
The driver didn't show. No one answered my calls or returned my messages (to the owner, the dispatcher, the office).
Starting at 2:36 am on August 30, and ending after 3 am, I received 11 calls and several messages from a driver who said he was outside of my house. As a single young woman, I found this frightening and very unprofessional.
This morning I spoke with a representative of the company who said she will give me my deposit back. No apology was given for this ordeal, nor acknowledgment that the driver's conduct early this morning was out of line, unprofessional, and, frankly, frightening. She hung up on me.
Despite being assured by both the dispatcher and my account rep at All Towns and Country that I was the "most understanding and patient customer [they'd] ever had, " neither my account representative nor the owner has contacted me with an apology or any offer to help rectify this situation. Though I have maintained my flexibility and "understanding" to the end (the calls at 3 am were my breaking point), my calls remain un-returned, as do my emails.
At this point, the company has cost me not only time (the inconvenience of waiting at home for two days while movers failed to show up), tears, and energy, but also money: my family (who are coming from different states to help me with my move), as well as myself, had to change flights and take more time off work to accommodate the schedule changes that this company made.
Finding another company on such short notice is proving difficult, and expensive. And now my things won't be in my new home when I need them there.
They were none of the things mentioned on their website ("friendly, " "professional, " etc.)
This has been the WORST experience I've ever had with a company that I paid to provide a service.
Again, they have not even apologized.
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