This has been, by far, the worst experience I have ever had with a moving company.
The problems started the day before our scheduled move. The company called to tell me they didn't have a driver and wanted to postpone the pickup. I explained that our flights were already booked for the following evening and that postponing was extremely difficult. Nevertheless, at around 6:00 PM that evening, they emailed to say they still couldn't find a driver, essentially forcing us to delay the move. We had no choice but to reschedule our flights, incur additional expenses, and postpone our travel, all because the company failed to honor its commitment. We had also made it very clear that the movers needed to arrive no later than 8:00 AM on the new date because carpet repair technicians were scheduled for 8:30 AM and a professional cleaning crew was arriving at 11:00 AM. The company assured us they would arrive by 8:00 AM. Instead, no one showed up until after 9:15 AM. The delay forced our contractors to wait, resulting in additional charges.
The most upsetting part happened during loading. Our daughter's viola, worth about $4,000, was accidentally loaded onto the truck. Because it is a delicate wooden instrument that can be permanently damaged by prolonged exposure to summer heat, we immediately asked the crew leader to retrieve it. He assured us that once the truck reached the warehouse, they would unload it, locate the viola, and ship it to us via FedEx. We trusted his word and allowed the move to continue.
Six days later, the shipment still has no driver assigned. Despite multiple phone calls and emails explaining the urgency, the company has refused to retrieve the instrument or expedite the whole delivery. They even told me that the crew leader's promise "doesn't count." Meanwhile, the truck is sitting in extreme summer temperatures, putting our daughter's instrument at serious risk of irreversible damage.
Today, they stopped answering my phone calls altogether. Instead, they replied an email by telling me to contact United Van Lines about its delay policy, effectively passing the responsibility elsewhere instead of resolving the problems they created.
My family has been patient, cooperative, and reasonable throughout this process. We rearranged our travel plans to accommodate the company's scheduling failure, yet they have repeatedly failed to keep their promises or communicate responsibly.
I am a professor and clinician who cares for cancer patients. In both my professional and personal life, honesty, integrity, and keeping the promise are fundamental values. It is deeply disappointing to experience such poor communication, broken promises, and lack of accountability from a company entrusted with transporting our family's belongings.
By now, I still have no idea when our household goods will arrive or what condition they will be in. If you're considering this company, I strongly encourage you to think twice. Based on my experience, I cannot recommend them. read more