Worst moving experience ever! My experience with Neighbors Moving and Storage beyond the typical moving stories you often hear. When I booked my reservation, they gave me a laundry list of why I should use their services including their "on-time pick up and delivery, guaranteed pricing and furniture protection promise". They were seven (7) hours late and showed up to move a 2,100 sq ft home at 6PM. They did not even call to let me know they were going to be late. I had to call several times and was given a different ETA each time.
When the crew showed up, they were tired and not prepared for the move. I provided a couple, simple instructions of what we needed to move and where - since we were moving some items into the new house and the rest into a POD. I also asked that anything marked with #1 on the box, be put in the house or at the door of the POD so it would be accessible.
The first incident was that they hit my front door (at the pick-up location) and took a chunk and scratched the door. Although I certainly was not happy (as it was a custom door and the buyers were expecting the house to look as they purchased), I do realize that things happen during a move and they said they would note it and I should submit a claim. Had that been the only issue, I would have expected to just file a claim and hopefully have it resolved equitably and move on. Unfortunately, that was just the beginning.
When we got to my new house and they started unloading some of the items, I saw that they had damaged the headboard on my bed. This was after I heard them say something about an "avalanche". I called them on it and they said the mattress had fallen and knocked over something that hit the bed. They acknowledged the damage to the headboard and said to add that to the claim as well. They also damaged the leg of my dining room table, but I did not see, nor did they mention, until after they left.
At about 1:00AM, I told them not to worry about putting anything together, just to get everything unloaded so we could be finished. They presented the contract with a charge that I was not told about or expecting - I spoke with the Director of Operations and requested to settle the bill when I can speak with an executive on Monday, based on my experience and the damages. He was a bit rude and said no. They would not unload the rest of my belongings until I paid and signed the contract. I grudgingly did so, but had them note and sign the damages.
In the morning, when I went back to the house to assess the way things were loaded into the POD, I found that they had put all the boxes that I had asked them to leave accessible in the back of the POD and furniture shoved in any which way - causing add'l damages.
I called the company on Monday and spoke with the customer service manager who gave me a number to file a claim. I also asked for some consideration on the actual moving costs. I was told they would follow up and never heard back. I contacted the customer service manager, Niki Kaplan, several times and each time was put off saying "they were still reviewing". They NEVER contacted me again.
I went through the very tedious process to file a claim and received a settlement offer that was completely unacceptable. They said I needed to prove that they damaged the door and the bed and everything else. I showed them that the contract was noted and signed. They still said they were not responsible. They also said I signed the limited liability coverage on the contract - when in actuality, I inadvertently signed for both limited and extended liability (after being 7 hours late, I just wanted to move my things). They also stated that I signed the contract when I paid, signifying that I was satisfied — however, that was not the case. I only signed because they held my belongings hostage and only then signed when they noted their damages.
It cost me over $675 to repair the furniture/door they damaged. I have been very patient, professional and am just looking for a fair and equitable resolution. No one at the company has attempted to contact me or make it right. This is the first time I've ever written a complaint letter if that gives an idea of how disappointed I am.
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