Formal Complaint - Poor Service, Property Damage, and Unprofessional Conduct…read more
This company and its staff were disorganized, damaging, delayed, dismissive, condescending, unaccountable, careless, and overall highly unprofessional. I strongly advise proceeding with caution.
My move took place on March 13th and was poorly executed from start to finish. A job estimated at three hours took well over six hours due to inefficiency and lack of coordination. During the move, my property was mishandled, resulting in a broken mirror and damage to the walls.
Communication throughout the process was minimal and disorganized, with no clear updates or accountability.
I was also charged an unexpected $500 overtime fee. While this fee was eventually refunded, the circumstances raise serious concerns. I was informed that a full refund would not be considered because, in the company's history, they "do not do that," and that as long as the move was completed, the quality of service was irrelevant.
While interactions with Shayne (Branch Manager) were frustrating at times, he did make efforts within his authority and indicated that approval was needed from Ben (Regional Manager) to process a full refund. It was implied this would be approved, and Shayne appeared confident in that direction.
However, once escalated, communication became inconsistent. Ben was unavailable, and this was later referenced as a reason for delays. When I spoke with Brian (CMO), the response did not reflect a thorough review. Instead, assumptions were made, the tone was patronizing, and there was no meaningful effort to resolve the concerns.
At no point was there accountability, de-escalation, or empathy.
This experience raises serious concerns regarding service quality, communication, and leadership accountability.
Proceed with extreme caution.
