I recently relocated from Austin, Texas to New Haven, CT. I chose this company because they offered me the lowest estimate for my move, and they were initially responsive to my calls and emails. On the day of my relocation, things quickly went downhill. Here is a list of my concerns with this company. Keep in my that I do not have my belongings and it has been 23 days since they have taken my materials.
1. Deceptive estimate: The company sent me and estimate of approximately $1200 for moving 3600 lbs (the default value for a 1 bedroom apartment). The estimate told me that the price would not go up. When the movers arrived, they told me that I had the choice to pay by volume rather than weight, which would more than double the total. I told them that I would rather go by weight, which led to an amount that was nearly double the estimate but lower than the volume total. They also tacked on fees for stairs, moving materials, and a "fuel surcharge." Although they removed the fuel surcharge, they failed to remove the other fees. I have moved before, and I realize that these fees are common, but they could have provided me these numbers rather than saying "no hidden fees." Regardless, knowing what I have, I seriously doubt the actual weight is even close to the amount they reported. I have a copy of the weigh ticket before my items were added to the truck I have nothing since.
2. Shady money practices: Company would not take credit card because this is somehow not a guarenteed payment method. Company wanted me to wire the money to them. Rather than sending via Western Union, I sent from my bank. Luckily, I was able to confirm the identity of the receiving bank and account before I sent the money. Therefore, I have record of making the payment to "Cross America Relocation."
3. Poor Customer Service: Estimate included a "guarantee" that items would arrive to destination 7-14 days after pickup. On day 15 (9/8/09) I contacted the Customer Service Department. I was told that my items still had not left Houston.in addition, they had to make deliveries to Ohio and other states on the way to delivering my goods. I told the gentleman (I could not make out his name) that this was unacceptable, and that I was debating over contacting the Better Business Bureau (which is my next step). He threatened that I was not going to receive my goods, and he spoke to me in a rude, unprofessional manner. He told me that the company was originally going to compensate me for not delivering my items in a timely manner; however, after my complaint, he said that I would no longer receive compensation. I then broke down and asked him to try to see this issue from my perspective and view it as though it were happening to him. He began to speak reasonably, and told me that I would receive my belongings next weekend and the compensation.
Obviously, I have not yet received my belongings. Despite the fact that I have left voicemails for the company every day for the past week, the company is not returning my calls. It is now 23 days since my materials have been taken from me.
I have too many complaints about this company to write right now, but I would appreciate any advice or assistance people can give me in handling this situation. I am seriously thinking about contacting the police, but I am not sure if this will do me any good.
Thank you,
Michael
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