A Moving Nightmare
DO NOT USE THIS MOVING COMPANY!!
TL;DR: We were given false promises about delivery dates on multiple occasions, repeatedly told we would receive calls that never came,
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DO NOT USE THIS MOVING COMPANY!!
TL;DR: We were given false promises about delivery dates on multiple occasions, repeatedly told we would receive calls that never came, charged significant unexpected fees, and received damaged property.
I chose this company because I trusted the hundreds of five-star reviews and because I was explicitly promised by Oscar R. and Jacob G. that my move would include guaranteed same-day pickup in Indianapolis and delivery in Cleveland. Oscar also told me I would receive a call five days before pickup to finalize my inventory and another call two days before pickup to schedule a time.
That didn't happen. Instead, Michael called me only two days before pickup to finalize the inventory. During that conversation, I confirmed that he was aware of the same-day pickup and delivery arrangement, and he expressed no concerns. Then, the day before pickup, Shannon called to schedule the pickup and informed me that the only available window on Saturday was in the afternoon. At that point, it was obvious that same-day delivery would be impossible. Shannon herself seemed confused as to why anyone had represented it as a viable option.
I immediately contacted Oscar, who told me he would call me back within 10 minutes after returning to the office. He never called back and never responded to my follow-up call or text message. Because it was too late to cancel without losing my deposit, we had no choice but to proceed with the Saturday afternoon pickup.
We also informed Shannon that Sunday delivery would not work because our apartment complex did not allow access to the loading dock on Sundays. She told us delivery would likely occur on Monday. Since all calls were supposedly recorded, I requested that the situation be escalated to management for review. At pickup, we were told we would receive a call on Sunday to schedule delivery for Monday or Tuesday.
Again, that call never came. By late Monday morning, we contacted the company ourselves and were told that Monday or Tuesday delivery was not possible. We were also told they had intended to deliver on Sunday, despite the fact that we had clearly explained Sunday delivery was not an option and they never even called to schedule this. Even more confusing, they admitted they do not call on Sundays to schedule deliveries because the office is closed. None of this made sense. I then contacted Jacob, who said he would speak with the driver and call me back. Like Oscar, he never returned my call or responded to my follow-up call and text message.
Finally, on Tuesday afternoon, I received a call to schedule delivery for Thursday—five days later than originally promised. During that conversation, I also learned that my request to escalate the matter to management had never been submitted, so I had to make the request again. To make matters worse, the final cost exceeded the original quote by $1,434.50 and was still $601 higher than the revised quote. In addition, two TVs arrived broken and our mini-fridge was dented. We are currently filing damage claims. Because our belongings arrived five days later than promised, we also spent more than $500 on hotel stays and an air mattress while waiting for delivery.
This was one of the most frustrating customer service experiences I have ever had. The repeated misrepresentations, lack of communication, unreturned calls, unexpected charges, delayed delivery, and damaged items made this move far more stressful and expensive than it should have been. I strongly recommend looking elsewhere for a moving company.
Move size: 2 Bedroom Home
Service cost:
$4149
