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| - It was our first move ever using a moving company, and I did as much research as possible. When I called the company initially I asked if they could come do a visual estimate, because I had a couple of other companies do the same. Matt guaranteed me there was no need - they will just give a price based off of the estimates from the other companies. I called a few days later to confirm a delivery date with Brian (I think) and told him I don't care what date they pick up my items as long as they are there by June 3rd. He said he will schedule it for April 23rd and that way it will "FOR SURE be there by June 3rd. I guarantee it."
Apparently, this company has a very nasty habit of verbally guaranteeing things and then later hiding behind contracts and paperwork.
April 23rd came, and the movers said we would have to pay an extra 1900 because they estimated wrong. After letting them know that we were very disappointed and that it put our family in a very tight spot, the man kept pushing and pushing, and in such a short time frame we really had no choice but to pay them the extra money. I called the company and all they said was "Well, estimates are not binding and they're just estimates." I told them "However, when I asked you to come do a visual estimate, you refused." They said nothing. Mind you, my boyfriend, who is financing this whole thing is out of state working so I am by myself with our toddler, and I think he figured he would take full advantage of the fact that I was so naive when it came to moving. I asked the man in charge that day "So my things will be there on June 3rd right?" Twice he reassured me "June 3rd, yes. No problem. I guarantee it. You have my word!"
June 3rd comes along, and we waited until about 3 PM before we called the company and they told us they would have the driver call us. The driver calls and says, "I'll be there in 3 or 4 days because I am in Dallas right now." Excuse me? I call the company back fuming, and all they said was, "Well, our contract says that we have a 2-3 week turn around time, and if you wanted a guaranteed delivery date you should have paid the $30." When I asked her what she was talking about, the lady says, "Our company has a fee of $30 that we charge to guarantee your goods to be delivered on a specific date." I told her that nobody made my aware of a fee when I made the reservation MONTHS ago, and nobody on the day of the move asked if I had paid it or even so much as brought up a fee when I specifically told them that I would need my things ON June 3rd. They should have either told me about the fee or scheduled the pick up date sooner when I made the reservation... MONTHS ago. She just hung up.
I had to send our son with his grandparents because we didn't have anything for him to sleep on or anything else for that matter!!! I told my boyfriend, who called the next day and got nowhere. Mind you, most of the people in "dispatch" don't speak English, they interrupt you at any chance they get, and they talk over you. I tried to get the matter solved, because I feel as if fair is fair, and for us to pay an extra 1900 for them to be 4 days late is ridiculous. We got a call back the day before the movers got to the house and the "owner" (I guess) said "Um, the truck broke down." How f****** convenient, right? Right. Bullshit, in my opinion. Took you two days to come up with that excuse. Not only are we out the 1900 for the company, but now we had to go buy other household items to live until the movers got there because we had no stuff.
Anyway. June 6th at around 6 PM, the guys come, and one of the guys shoves the papers towards me and says, "Sign here." It was a paper saying that they had delivered all of the goods and that they were in good condition. I told him I can't sign that because nothing is off of the truck. He told me if I didn't sign it, they can't unload the truck. THEN he tells me I have to pay the rest of the 1900 before they start. It didn't make sense, but I was so exasperated I signed it and paid the money. They were SUPPOSED to assemble the beds and couch, and unwrap the furniture. They assembled the bottom part and arranged both beds so the headboards only LOOKED like they were assembled. They forgot to unwrap a whole dresser. They didn't bother to assemble the couch at all. AND they threw all the paper on the floor - didn't even bother to ask where a trash can was.
As I was unpacking, I came to realize that we were missing not only a significant amount of our pots and pans, and other kitchen items, but some of our stuff was placed into different boxes and moved around. We are also now missing a lot of expensive electronics like our cable modem and router and things like that. I filed a complaint with the BBB and DOT a week ago - they have not responded. They made an already stressful and terrifying experience even worse. I will NEVER use any moving company ever again because of them.
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