20 Oct 2023 · MoveAdvisor
1.0 out of 51.0
This company stands on customer service, which was good... until I signed paperwork. I worked with Chris, who asked me what size storage unit I had and then asked me to list the large furniture items and boxes I had within the unit before he gave me a quote. I was not going to be in state for the movers to pickup the items, so Chris had me overnight a key to their office. He confirmed they had received the key and that someone would call me the day before to confirm the details etc. I received a text from a Lisa the day prior to pickup at 2:17 pm asking me if I would be available from 5-6pm to chat about the details. I asked which time zone in a response text 30 minutes later.. and never got a response. The following day (the day of the move and after I had spoken to the driver), I received a text from Lisa stating that she was already out of the office when I responded and if I had spoken to the driver. I confirmed that I had and then she proceeded to ask me what the eta was from the driver. I responded and never received a text back.
In the meantime, the driver that called me told me he would be to my storage until between 11-1pm that day but would call me about 30 minutes prior to arrival. He then called a few hours later to let me know that they had gotten a flat tire coming back from Seattle and that he hoped to be to my storage unit later that afternoon. He then did not call me on his way to my unit and when he arrived later that day, called me to ask how he was supposed to get in the unit. I told him that I would have confirmed that when he was supposed to call on his way to me, but that I had overnighted a key to them and that Chris said he would arrange the movers to get it prior to coming to my unit. He asked me if it was ok if he cut the lock instead. I didn't love the idea, but it saved them from any further delays (which would have ended up being the following day considering how late in the day it was). He told me he would call me back when he got in. He called me back just about 90 minutes later.
The shock occurred when he called me back about 15 minutes later with a quote that was TRIPLE the original. He rattled off all of the fees that had not been added in the original estimate and stated that the storage unit was 90% full and written at about 40% full and that estimates are written off cubic feet and not based on the size of the storage unit, even though Chris never asked me how full my unit was. While I understand that the original estimate might fluctuate a bit, I had no idea that it could end up being three times the original. I asked for a copy of the updated estimate, but still have not received one. I told the driver that I was not going to agree to a charge three times the original. He then told me that someone from the home office would contact me the next day to discuss, which did not happen. Also, because he broke the lock off my unit, he had to purchase a new lock from my storage facility.
Fast forward two days when I called and left a message for Chris because no one called. About 2 hours later I received a call from a woman stating that she was "with the moving company and wanted to know how my move went." I confirmed she was with Simple Moving, because she did not state that, and then let her know that my move had not happened and that in fact, I was waiting for someone to contact me about it. After I explained what happened, she told me that she would need a few hours, but she wanted to listen to the call I had with Chris to confirm if he asked me how full my unit was, and she would contact me back that day after she investigated.
No one called me back. So, I called and left a few messages over the course of the next week. Finally, almost two weeks after the initial move, someone finally answered when I called, Summer Martinez, (I can't confirm, but think she was the person I spoke to that had told me would call me back after investigation). She was rude, although admittedly, I was furious by this point. I told her that I would like a refund on my deposit because the deposit was 30% of the charge of the total move and the move did not happen due to no fault of my own and that the customer service was horrible the entire time I had dealt with the company. She advised me that even though I answered every question Chris asked me to give me an accurate estimate, that I should have known to tell him that my storage unit was about 90% full. I again reiterated that if this is how they did estimates, that Chris should have asked. She also let me know that she agreed that my customer service experience was bad and she could compensate me $100 to assist with that, but that she would not be willing to compensate me further. We argued back and forth as to why I should receive my deposit back (again for a move that did not even occur) and eventually she told me to "have a great day" and disconnected the call. No one has reached out since.
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