To start, Wolley was significantly more expensive than other companies and only gave me a reasonable estimate when I threatened to use another company that offered their services at about half the price. Nevertheless, because of my connection, I arranged for them to handle my move on September 3, 2013.
While the movers arrived on time, that is probably the only thing that really went according to plan. Wolley gave me an estimate that the move would take four hours, which was an hour longer than competitors' estimates. In the end, the move took six hours, some of which I believe but cannot prove was due to the movers taking an hour long lunch--which I had to pay for.
Once we started unwrapping everything, I became aware that a decorative mirror I had was damaged during the move--including a corner of the mirror that was completely missing. I brought this to the attention of the movers, and they said that they thought it was from before the move because the missing corner was nowhere to be found. I noted for them that the mirror had been delivered to my previous apartment only weeks before the move, an apartment that was carpeted, and was in perfect condition the morning of my move, so it was highly unlikely that the damage occurred before the move. Once I was finally put in contact with someone at the corporate office, I was told that they would send a truck later that week to pick up the mirror and assess whether to replace it or repair it. At that point, Wolley tried to claim that only one of the damaged corners was due to the move. After some back and forth about that, Wolley finally agreed to fix all corners of the mirror.
I received an email indicating that my mirror would be ready to be delivered on October 27, to which I responded hat someone would be around to receive it. I never heard back. I then was told that the mirror would be available for weekend delivery over the weekend of November 2, to which I responded that Sunday would be the best, and, again, I never heard anything back until over a week later, on November 7, when I received an email that said: "Although I'm certain your mirror is finished being repaired I haven't heard anything. I will get in touch with the claims supervisor and get back to you promptly."
From November 7 until November 26, I heard nothing from Wolley. I called periodically, asking to speak with the owner, and was told that he was not in the office but would give me a call back on December 5 in order to schedule delivery. On December 6, my boyfriend called and asked to speak with the manager, and he was put on hold for 10 minutes before someone said that the manager would call him back, only for him to later be informed that the manager was out of the office until December 31. The mirror was then delivered on or around December 9, three months after it was picked up to be repaired or replaced. The shocking thing--the corners were still not repaired! There are dents all over the place, and a few of the corners are just as damaged as the day of my move.
I called Wolley to address this matter and received much the same treatment--I was told I would get a call back and never received one. I called back and was told the person who handles this kind of issue was not in the office. I finally spoke with the person I needed to speak with and was told that insurance would give me pennies on the dollar, so Wolley would settle the issue for $75. While the amount was insulting, given that the mirror was seriously damaged and cost about four times the settlement, I decided to take it in order to end my need to constantly call Wolley about one of the many issues related to my move. Of course, that would have been too easy. Weeks later, when the check still had not arrived, I was given the delight of another call to Wolley to ask about the check. They said it had been sent to my current address, but I never received it. They finally sent another check, which I quickly cashed. read more
