13 Aug 2020 · MoveAdvisor
1.0 out of 51.0
Peapack at first was a great. I loved every customer service rep I spoke to and they were great about getting me answers. However, several things that I understood about the move were not accurate that ruined everything. First of all, I asked the customer service rep said that I would not have any issues with stair fees since the first floor was free. However, apparently a "floor" to PeaPack was 7 stairs. Fine, it costed me an extra $150 dollars for the convenience. Second, I was under the illusion that the same truck that picked up my items would be delivering them. I would not have gone without insurance if I had know they would drop my stuff in a warehouse, and then have another truck pick them up. The chances for damages and missing items increases exponentially. I never specifically asked that I can remember, but I feel like when he explained the process that should have been clearly explained. The actual problem started though when the delivery truck arrived. I was the last stop that day. The rest of the items in the truck were supposedly mine. However, several items did not belong to me. The delivery driver laughed in my face when I asked him if the first "floor" 7 steps were free. He was going to charge me extra for that. At this point I was sick of getting lied to and told them to just put it on the ground because I wasn't giving them any more of my money. The other worked apologized to me and still went out of his way to put my mattress and several items on the porch. The shrink wrap designed to protect my leather couch, the rude driver decided to use a box cutter to cut. In the process, slicing the back of my leather chair. My father and I were stunned that someone whose job is supposedly to move people, would use a box cutter on a leather couch. After all this, I was also missing some key items. My dining room table was missing its main support piece and the leaf extensions. This essentially makes my dining room table useless since it wobbles so much. I was also missing a $30 chair. Keep in mind that these are not little pieces of furniture I was missing. Lastly the boxes I had packed were taped back together and clearly had had the items thrown back in after the box had broken.
After the friendly customer service so far I was optimistic still that it would be resolved. I contacted them and they were very apologetic and understanding..However, after a couple weeks, I reached out again. They had said they were still trying to get a hold of the moving company. A couple more weeks and the customer service rep apologized but she had been in a car accident and had been out for a while. A couple more weeks of no response and I reached out to other email addresses I had for the company. I was informed that the person I had been working with was out on maternity leave and decided to take the rest of the year off since it was slow that time of year. Great company. Let's not pass on current customers' problems to someone to take care of while you are out..Again though, the people I spoke to were very polite and apologetic. She said she would get right on it but the moving company was no longer in business and they have this happen each year. Anyway, she told me they couldn't do anything and I had to file a claim, but it might be too late. Convenient. Thankfully it wasn't. I spent some time even trying to get a hold this other group for a claim form. Finally, I was able to submit a claim and mailed it (with a receipt so I would know it arrived). Now I can't get a hold of the claim group nor PeaPack. This company is useless to solve any problems. I don't get why they advertise themselves as the people who attempt to prevent the fraud of moving companies when they literally have no power or now desire to help you if something goes wrong. Bare minimum I am out several hundred dollars not on damages, but purely on not even receiving the items at all. The fact that I lost a whole dining room table because they couldn't get all my items to my new residence, was pathetic. And the fact that this company was useless in solving the issue is even more pathetic. Terrible experience.
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