Wow, has this organization become a benchmark for poor customer service! It is really unfortunate,…read morebecause their actual moving crew (the people that do the work) are really good and care about their quality. Too bad that Dan, in particular, can't be bothered to pick up a phone or even come remotely close to his estimate on a move. Read other reviews here, you will see this is not a one-off experience.
In my particular case, my final bill was 50% greater than his "gut estimate" and his written estimate was still 25% lower than my final bill. Nobody contacted me until the crew were in their final stages of unloading at the destination over 1 week after the load up and getting the load weight. I had no idea that I would be charged for anything over the estimated cost, because nothing was said.
When Mike called me, finally, he merely wanted to know how I was paying and when I questioned what the actual amount was, he said he needed to talk to Dan. What kind of organization is this where the dispatcher (Mike) won't even call and also doesn't want to tell me the number because he knows it's bad?
OK, so Dan calls me back, and guess what....he actually threatens me that if I don't pay right then, that he will have the movers stop unloading. Nice! Great job with customer relations, Dan, good work! After I don't succumb to this type of pressure, he then says that if I don't pay the full amount that the difference will come out of the driver (Adam - who is an ABSOLUTE ROCK STAR!). Again, Dan, great first-grade-playground bully tactic - maybe you should write a book on bad management and bad customer relations. I'm pretty sure you set a bar for this. Lastly, Dan tells me that there is "nothing he can do" and that this is "out of his hands" as it "is really Atlas Van Lines". Huh, interesting.....my payment was to Hoy Transfer, so I think I'm calling BS on this one too.
So, I paid the full charge - almost $3,000 more than the written estimate, which was $2,500 more than Dan's gut estimate when he inspected the house and contents. That's a lot of money. If it would have been me, I would have picked up the phone right away, but THEY NEVER CALLED.
So, I wrote a letter expressing my unhappiness to Kevin (the owner), and he at least apologized for "poor communications", but that was it. one or two sentences. No offer to offset the gross error on estimate versus bill, no comments on how they totally hung Adam and his crew out to dry while they were unloading in a remote location.
Adam, if you read this - you will always get a top recommendation from me! you are great. It's too bad that the owner (Kevin) and his kids (Dan and Mike) let everyone down.
It really pains me to give this organization such a poor review. Again, the movers are and were great. The office staff, and especially Dan make this a overall horrible choice for a relocation move. I think they are happy moving crap around for Penn State, and maybe that is where they should focus. Just keep riding the PSU gravy train. They have lost the quality they had many years ago. I urge anyone to look elsewhere for a moving company - Hoy Transfer is NOT a good choice.