I hired this company based on a promise by "Jeff" the sales rep that our home contents would be delivered by a certain date. I was also given a set price based on weight and the door-to-door move. I asked the driver when he picked up my belongings if there was a problem getting to my destination by the promised date and he seemed surprised by the date I gave him. He stated he had four other pickups to make and was not sure how he was going to make it but would try. He said he would call the day before he was due to arrive.
When I did not hear from him I called his cell and he said it would be probably four more days before he would arrive and thought someone had called me to tell me that but no one had. When I called the company they told me the truck had mechanical trouble which is why the delivery would not be on time. The dispatcher said it was on the contract that they were not responsible for late deliveries if it was due to mechanical issues. LATER I FOUND IT ON THE BACK OF THE CONTRACT THAT I RECEIVED AFTER THE MOVE WAS DONE! The driver told me he was only delayed one day because of truck problems and the rest was due to over booking.
My wife and I had to sleep on the floor, had no clothes, food or furniture for four days. Also the company charged us an additional $662.00 because they had to rent a shuttle truck to deliver our contents as they could not get there semi to my home as we are on a hill. This extra charge was never mentioned upon signing the contract even though they were told we were on a hill. The dispatcher (Jessie) called me at 9:00am on Saturday (three days after the promised delivery date), and told me the price for the shuttle was $300.00.
She then called me back two hours later and said the price was now $662.00. Apparently they had reimbursed us for the delay and then tacked it on to the shuttle truck. After all, has anyone ever heard of it costing $662.00 to rent a U-Haul for one day. They did pay laborers (that I had to find to help the driver), but that only amounted $336.00. Take $39.95 for the truck and where did the rest of the money go?
On top of this, Jessie called me again at 1:15pm on the same Saturday and told me there was a difference of $1217.84 due to extra weight that could only be paid by certified check or they would not release out property (holding it hostage). I had no problem paying the difference as I know there was more than the original estimate, but I asked Jessie where (especially in the small town I moved too) was I supposed to get a certified check on a Saturday when any available banks were already closed.
She really did not care and basically told me it was my problem! I asked (since I was in law enforcement in South Florida for 20 years if I could pay the difference with a personal check especially after all we went through. She said "NO, we will only except a certified check. Kind of explains the "F" rating for customer service with the BBB.
I must add that the driver and his son who delivered my property were very nice and polite, however they even agreed that the tactics used by the company were far from honest and considered changing companies. After all was said and done, we are now fighting with them to make good on over $1300.00 in damages to our property that occured during the move. I asked them to admit that the move could have been handled better and that we were asking for a partial refund of $500.00 and they basically said we got all we were going to get. This case is currently in the hands of the BBB and trying for a resolve.
We can only state that everyone needs to avoid this company like the plague! They have over 57 complaints with the bbb and currently hold an "f" rating for being dishonest and misrepresenting. Do not fall victim like we did!
Richard
Trenton, Georgia
U.S.A.
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