2 Aug 2021 · MoveAdvisor
1.0 out of 51.0
Worst customer service I've ever seen by 100 miles, and I've been a professional sales trainer for a living for close to a decade. I was so mad and in shock by the end of a call that I was shaking. I am writing this 2 days after the event so I've had time to cool down, but thinking about it is still enraging. I booked my move more than 2 months in advance, then on the 1st day of the 2 day range in which the movers were supposed to show up I was called and told that the salesman that quoted me had been fired because he was underquoting jobs and that they were upcharging me $700. I was upset because they offered no assistance with that payment other than a discount on my next move, which is a cop out because a customer may never use them again so they may never have to pay it out, even though it was totally their employees fault. I had to agree because it was so last minute that I couldn't find anyone else that fast, so I did a dumb thing and told them that I agreed and signed a new contract. Then my copy of the new contract came from the same guy's email that had quoted me 2 months ago, proving they were lying. They didn't show up that day, and then the next day at 2pm when I still hadn't heard from them I called to get an update and was told it would be between 5-8pm, which sucks on a Friday night, but it is what it is. Around 6:30 I was called and told that the truck had broken down and that it would be a few days before it would be up and running. The customer service agent, who's name I'll leave out offered to call other trucks in the morning, but when I asked what the chances were that another truck would come within the next few days I was given a response that wasn't hopeful. So I told her to leave me on the list for now but that I would probably cancel the next morning.
The next morning I was called at 8am and told a truck was 2hours away. I told them I had already found another way to get the move done and that I needed to cancel the move. She said, "really? Alright, I'll get a manager" in a very snarky tone and then put me on hold without a chance to respond. The operations manager that came on the line next was nothing short of aggresive, pushy, stubborn, egotistical, and RUDE. He started off the conversation in a super rude tone, not letting me talk at all, and telling me several times that he was on edge because he didn't want to be at work on a Saturday. He said I had never been upcharged and I didn't read my contract, because he hadn't bothered to look at my previous contract but he wouldn't let me get that out. After about 10 minutes of this, he totally switched up his tone is a very creepy way and started to say that he was sorry and that we needed to just breath and get on the same page. But even after this fake change of heart, he kept me on the phone for another 15 minutes just telling me over and over, "Come on, I don't want it to be like this. Just tell me what we need to do!", and me saying over and over, "I've told you time and time again. All we need to do is cancel the move and you guys can just keep the deposit, I'm over it." He wouldn't hear me out at all, and wouldn't every say he was going to cancel the move. After admittedly losing my temper and using stong language towards what was the most infuriating and rudest person I've ever talked to in customer service I hung up on him. Luckily an hour later I got the cancellation notice by email.
The worst part of the entire ordeal is that I'll never fully be able to express how truly horrible the experience was from both the customer service agent and the "operations manager".
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