| rev:text
| - I move. A lot. The moving process was made so much easier in some ways by the movers with New Planet. Both in Chicago and in Henderson, the guys were courteous and careful with my belongings and the house, ensuring there was no damage to my stuff on their ends. I especially appreciate Tim, Arturo, and Hector allowing me time to check out boxes that may have been leaking or damaged and carefully putting my bedding and shelving units where I wanted them. Because of them, a difficult cross country move was made much easier!
That said, the way the office staff communicates needs improvement. A full month after providing my estimate, someone called to ask if I knew about the shuttle fee. If course no one had, and this increased my cost. They were still under the lowest bid, so cool. I went with it.
The next issue was that I was initially told my move would take place on a Thursday or Friday (they need a window and can't provide an exact date). The week before the move, however, the driver called and said he needed to come in Sunday - four days early! I told him no, that I was still packing, and he pushed for the earlier time, yelling me he wouldn't be back my way before July 1st, when I needed to be out of my apartment. I reluctantly agreed to the latest he could push back, which was on a Tuesday. I asked if that would change my delivery date, and I was told no. They would just ship it from the warehouse.
My estimate was entirely too low, and if I ever do this again, I'll probably select a company that does a walk through to create your estimate. The number of boxes I thought I would have was half of what I had, and even though I hadn't taken all the furniture I said I was bringing, I still doubled the estimate.
The driver in Chicago told me to just call the office on July 7th to ensure they delivered my belongings on the 8th, as I had discussed on the phone with them. So I was shocked when I called Friday and the receptionist told me I needed to email customer service so my request could be in writing. I immediately emailed and received no response. I called in Saturday, and when I finally got through to someone, she asked me how I thought I would get delivery on a Saturday when I had just contacted them the day before. Then she told me they don't work on the weekends and I needed to wait for someone to call me on Monday. She was snide, and in my opinion, disrespectful, but I tried to politely ask why I hadn't been told that before. She ignored my question and told me to wait for someone to call me back.
When Monday came around, I received a phone call in response to my email. This woman informed me that they do deliver on weekends but hadn't done so because they didn't have my new address (it's on my paperwork that was signed by the driver in Chicago). I didn't have to request anything in writing. So I gave her the address. Then she says someone would call me back with my delivery "window." Another day passed before someone entirely new called to give me a time.
My stuff was delivered today. Every box was labeled with what it was or where it should go, but as soon as they came in, they asked to just put everything in one room. I said yes, thinking it would work out. I didn't anticipate that they would stack boxes almost to the ceiling, with fragile items on the bottom in some cases. Several things are damaged beyond repair, but I'm not sure if that happened after transferring my belongings to the truck for Chicago or if it happened at the warehouse or if it happened today. While I was present, everyone seemed to be very careful, so I don't know.
I had already decided I was going to give this company a terrible review everywhere, but the men who delivered my property offered me a $25 rebate if I wrote a review before they left. He had to read it and see that it was submitted prior to me getting the money, so I showed him the beginning and added this after having some time to consider exactly what I wanted to say.
If not for the actual truck drivers and movers I met, this would have 1 star. Their courtesy earned the company a two; the office staff needs to be trained in customer service. I do not recommend this company under any circumstances. Another moving company warned me that New Planet would double my cost the day of my move, but I thought that was just because their estimate was higher. Now I know better. Never again.
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