9 Jul 2026 · MoveAdvisor
1.0 out of 51.0
I am submitting this incident report to document the repeated failures, lack of communication, and unprofessional conduct I experienced throughout my move.
The pickup of my household goods did not occur at the agreed-upon pickup time and was significantly delayed. During the pickup, I was verbally informed by the moving company that my belongings would be delivered within 3 to 5 days. However, upon reviewing my contract, I found that it states deliveries for shipments between 500 and 1,000 miles may take 10 to 14 days.
Throughout the 14-day contractual delivery period, I made numerous attempts to contact the moving company to obtain updates regarding the location and status of my shipment. My phone calls routinely went unanswered. On the rare occasions that someone answered, I was repeatedly told only that they would “find out” or “let me know,” but I was never provided with any meaningful information regarding the location of my belongings or an estimated delivery date.
During the few recorded phone calls I was able to have with the company, I clearly informed representatives that I would not be available to receive my shipment after June 28. Despite providing this information in advance, no effort was made to coordinate delivery within my available timeframe or provide adequate notice.
My interactions with customer service have been consistently unprofessional. Representatives have been dismissive, unhelpful, and at times rude. I primarily communicated with one customer service representative who repeatedly refused to provide the name or contact information of a manager despite my multiple requests. She assured me several times that a manager would return my calls, but no manager ever contacted me.
At one point, I was provided with a phone number and told it belonged to my driver after my shipment had allegedly been dispatched. I made multiple attempts to call this number without success and communicated through text message instead. I informed this individual that I would not be available for several days but would be available to receive my shipment on July 6. I was told I would receive a call on July 5 to coordinate delivery.
On July 5, after receiving no communication, I sent three text messages requesting confirmation that delivery would occur on July 6. I received no response. I also attempted to call but received no answer. When the individual finally answered on July 7, he informed me that he was not the driver, that I had been provided the wrong phone number, that he was only the dispatcher, that he did not know where my belongings were, and that he himself was unable to reach the driver.
I also contacted my original sales representative for assistance. She informed me that she was unable to reach customer service and therefore could not assist me with obtaining any information regarding my shipment.
Since then, the customer service representative has largely refused to answer my phone calls and will communicate only by text message. She has informed me that the office is closed, despite the company’s website indicating that the office is still open during those hours.
During this process, I have repeatedly requested compensation due to the numerous service failures and have asked the company to honor the original agreed-upon moving price of $1,900. Instead, I have been informed that I now owe approximately $2,450. My requests to speak with management and resolve these billing issues have been ignored.
I was also informed that the driver would contact me at least one day before delivery to schedule the drop-off. However, today I was told by customer service that my shipment is expected to arrive tomorrow, yet no delivery time has been provided. As of 6:40 p.m. today, I have still not received any communication from the driver confirming delivery or providing a delivery window.
Because I have received no advance notice from the driver, I am unable to request time off from work or make arrangements to be present for delivery. Despite the company’s failure to provide proper notice, I have been advised that I may be charged additional fees if I am unavailable to receive the shipment. I believe it is unreasonable and unfair to hold me financially responsible when the company has failed to communicate as promised.
This experience has been extremely stressful and characterized by repeated communication failures, misinformation, lack of transparency, poor customer service, and the threat of additional charges resulting directly from the company’s failures. I respectfully request that this complaint be investigated, that the company honor the original contracted price, and that appropriate compensation be considered for the inconvenience, lack of communication, and additional expenses I have incurred
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