17 Jan 2025 · MoveAdvisor
1.0 out of 51.0
The experience w/Best American was awful. In the months leading up to our move, I worked w/3 diff. sales people. All assured me there'd be no unexpected charges. But they showed up to the move & quoted $859 in packing charges for items they required they pack. I objected & they let us to do a few things ourselves, so it was $659. We were charged $125 ea for the washer & dryer to be “crated” which consisted of placing a scrap of cardboard on the outside of the moving blanket to cover the glass door. The blanket was incl, the $3 worth of cardboard was $250? They charged $175 to crate something else, they say glass shelves, but we don’t own any! There also was a sizable increase b/c we had more items; our only issue on this were 3 items that were in the quoted inventory, they claimed were not, so were charged for the addtl space calculated for those too regardless of the fact they were on the quote. One was a desk that’s large, I was clear w/the sales person that it was a big rolltop desk. There were 3 desks on the inventory, 2 very small & this large 1. They added the large 1 as separate & it counted as an addtl item. Prior to agreeing to the higher cost, I spoke to “PT” over the phone about our concerns & objection to the charges, she was very rude & finally said she couldn’t do anything until she rec'd the final paperwork afterwards. They know you have no choice but to proceed once they arrive to your packed up sold-house! After 3 weeks of the sales person pretending he was working w/the office on our dispute, he abruptly became rude & said to call PT directly. He was the 1 to tell me the info, so I thought it right for him to work on a resolution. When I could get her on the phone, her response to all things was to say we signed the contract, they’re justified. The contract states the cust is responsible to pack all boxes & fragile items – which we did& as was discussed w/3 sales people, none disclosed their requirements & addtl charges. The service at the time of the move & afterwards was abominable! Communication was very rude & unprofessional. I was told many times I’d get a call back the next day, but it never happened, after 10 days I called again. I was yelled at &admonished over& over that we signed the contract & took 10mos to book, which I still don’t get– I was never given an exp. for the quote, nor offered an updated quote at booking. Just another unprofessional attack on the customer! They knew we were listing a home that had to sell, the move was an unknown date when we contacted them in the beginning & it was never an issue until the multiple times I was yelled at when they didn’t want to offer a resolution. Delivery of our property took place 3mos later (they stored it for .50 per cu ft, even though I was told .40. The higher amt was what was in print so we were required to pay it& essentially called a liar about the wrong price given to me verbally). At delivery, I took pics to prove their so-called “crating” was a sham, they agreed it wasn’t proper & offered to refund PART of that charge IF we signed a release that states we withdraw any complaints& wouldn’t give a bad review nor report to the BBB. What a poor attempt to quiet an unhappy customer. They weren’t offering a settlement to agree upon, they were offering to refund fees they should never have charged! I wonder how many people needed the money enough to agree to be quiet about the AWFUL service.
In addtn, when scheduling the delivery, I was told many times it was too early (2 & 3 weeks out) to call back the week we wanted to schedule. I did so &was told on Tues, yes they’d come that Fri or Sat as we were requesting, she’d confirm which day after calling the dispatcher. The next day I was told it would have to be Sun or Mon, she’d let me know Fri. She didn’t call me, so I called, left a message, on Sat; she called me back to say they'd do it Mon. Which of course was the day we advised them would be the least ideal day w/work & them not scheduling it until the last min.
Also, they operate under the image of a family owned/operated co, that strives to offer a high level of service- this certainly wasn't true. It seemed like a bare-bones op w/noone that cared an ounce for the customer exp. I dealt w/the CA loc, but everyone is in FL& NC, aside from a warehouse/dispatcher in CA. The movers are ‘contracted partners’ & rent a truck for the move. The movers did an OK job. But this co is predatory; the sales people lie, the cust service is unjust & cruel. I asked a manager or owner review my complaints emailed weeks before w/no response, but was laughed at. Apparently, it’s PT & an owner that'd offer me less than she did –which was nothing. Reversing charges for a service not given isn't a concession, it would be the right thing to do. I’d liken the response as a spit in the face. It was clear that cust satisfaction& fair practices don't exist in this co. They got our money& enjoyed treating me terribly. Don't give them your business.
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