My initial call to set up moving services appeared to be a seamless process, however, this ended up not being the case. I called on or about the 2nd of December 2023 and spoke with a Robert Markham and set up my move (originally) for December 30th, I was given a flat rate (is what I was told) of $1,200, I paid $400 up front for my deposit with the understanding the balance of $800 would be processed on the day of the move. I was asked what items would need to be moved and was told that the movers would assist with the packing/wrapping of these items, to be transported. I called about a week later and again spoke with Robert, I requested to move my moving date to January 15th. I was told my request would be updated and that I would receive an updated moving estimate that would reflect this new date. Never received.
On December 27th, I received a call from the quality assurance department confirming a moving date of December 30th and to re-review my inventory list. Firstly, I corrected him on the date, explained to him and it was supposed to be changed (he did not see an updated date in the system), he told me 2 possible move dates were needed, as oppose to the one, just in case the 1 date posed an issue, so I gave him either the 14th or the 15th and someone would call and confirm 24 hours prior to the move date. I was never told this on the first call with Robert. He updated my request and we went over the inventory list which revealed not all of the items given on my first call was recorded (when I initially spoke with Robert, he mentioned the list didn't need to be exact, he just needed a working list). I did reach out to Robert wa this was brought to my attention, ended up having to leave a voicemail, Robert never called back. Ever... not to apologize for the mix-up, nothing. On the day of the 30th, I received a call from movers that they were at my location and ready to move. I explained that I had requested on 2 different occasions that my moving date had changed to January 15th. He stated he would call me back and never did. I assume he figured things out.
January 1st, I called your call center and spoke with a young lady who managed to find out what the mix up was, which is that Robert never recorded the update , Jack updated and communicated to whomever he was supposed to, but this update was never communicated to the movers directly. She assured me that the 14th and 15th were recorded by Jack in their system. On January 12th, I called the call center that evening to check in on which date movers would arrive and I was told, no date had been confirmed yet and that I would receive a call 24 hours prior to the date of the move. The entire day went by on the 13th, I finally called that evening and I was told the offices were closed and I had reached an after hours service, a message was taken to be passed along and I would get a call back, never received a call, but a text from Kim with Amerisafe and that she had reached out to dispatch to try and get an ETA and would be in touch as soon as she got the information, never reached back out to me by phone or text. So, the morning of the 14th about 9am, I texted the number she texted me from to say I never heard back. She never replied, ever. At 12:43, I received a text from Alex, the driver, to say he was 50 minutes away.
As you can imagine, I had no time to prepare as I assumed because I had not received any notification the day before, that most likely the move would happen on the 15th. When the movers arrived, he sat and wanted to go over calculations that included me paying a remaining balance of $2,000. A huge difference from the $800 I was expecting to pay. He explained the difference in the cost was due to my location having stairs, packing supplies and having large pieces, none of which was asked of me or communicated with Robert as my initial call/set-up. Robert stated and I quote, it would be " a $1,200 flat rate for everything". The driver then circled back to a cost of $1500, still a big difference between the $800 I was expecting to pay, but I felt pressured and backed in a corner. The driver, Alex then stated he could not haul all of my pieces as he did not have a large enough truck, so as a result I am stuck with still having to arrange to have items to be picked up from my apartment. I should've backed out at that moment.
Once the $1500 was settled, they began to break things down and haul. Keep in mind I still had items all over my dining room table, dresser tops and other surfaces. One of the gentlemen started in the master bedroom where my jewelry box was kept on my dresser top. He removed everything from the dresser top and onto the floor and stole my jewelry box that I kept my engagement ring, a gold necklace from my grandfather and a tennis bracelet my oldest son gifted me. All stolen. read more
