13 Aug 2017 · MoveAdvisor
1.0 out of 51.0
Do not use this company for your next move.
Initially they were very nice on the phone to get us to sign - and we did research thinking they would be good for our move across the country. However, the problems started when they charged my husband 100% of the bill when they were only supposed to take a 10% service charge. The charges were not reversed till multiple calls later.
Next, the contract they had us sign at the time of picking up our items was not fully explained to us. They tried to say it was, but it never was on the phone or via any of the emails we saved. I will attempt to post photos of those contracts so no one else feels like they are being taken at the time of pick up. We were never told about: a) the 21 to 30 BUSINESS day window for delivery (and of note one piece of paper says 21 days and one says 30 days so the contract is confusing and contradictory), b) the only being able to bring claims against the company in Vegas, c) the extra charge for a secondary truck if your street is too small for delivery (chances are your street is too small, they pick up in a small truck and deliver in an 18-wheeler), and d) extra charges for stairs in your home. So beware extra charges at delivery.
Speaking of delivery - we were told various delivery days in our near daily calls looking for our things. Initially it was 1 to 2 days, then 2 weeks, then the end of the month, then a Monday-Friday window, that changed to a Friday-Sunday window and all this with us being specific that we needed our stuff before a certain date because we would be out of town. They did owe us money because the delivery was over the 21 business day (over a month in real life) before we got our items. Even then, we only got our things after begging and threatening legal action (we did speak to a lawyer). Our convenience was never considered and the customer service was awful. They spent a lot of time explaining to us why they couldn't deliver because of not having trucks or drivers or a schedule.. they seemed not to know what was going on in their own company at times which was troubling and made us lose faith in their services.
It was only after we received a call the morning we were to get our things telling us our delivery was delayed yet again, then rented a truck and were willing to drive 5 hours to meet them at a different house secondary to needing to travel for business the next day (the company was well aware of this) that they actually prioritized us and sent us our things. Of note (see above) it's good we rented the truck as we would have had to anyway because their big rig was too large to pull in front of our house. It all ended with one of the movers and my husband bringing everything into the house, thus my husband still had to do heavy lifting for the move. We were given a $200 discount, but it wasn't worth the hassle and worry the company put us through in receiving our things.
In conclusion, use other movers if: a) you want transparency in your move, b) you don't want hidden costs, c) you want to receive your things in a timely manner.
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