1.) Every aspect of this move was poorly coordinated and executed with little to no communication. Mayra told us we'd pack on Wednesday and move on Thursday. Instead, her guys showed up with a small truck and announced they are doing the move in two half days. We had to scramble to get into the new house so the men could have access. Moreover they hadn't been briefed in ANY fashion. They had to call me for the gate code when I'd already given it to Mary. They asked me where our boxes were even though I'd clearly told Mayra I wanted a FULL pack with Zuni supplying used boxes for a discount. Her guys didn't know they were supposed to pack us!
2.) Once packing was underway, I noticed that they were not labeling the boxes. I asked them numerous times to do so. They still did not. It took us days to find various important items since the boxes were not labeled. There's about 10 boxes just labeled "Closet."
3.) The designated foreman, Henry, took zero leadership. Didn't communicate with me at all or with the team. I was forced to stop my work and serve as Mayra's foreman since the team was so uncoordinated. They'd pack haphazardly part of this room, part of the next. Dumped things in boxes without wrapping them. Put things in the wrong rooms once here--guest bed in master bed, office boxes in garage, etc. Had frozen items from the freezer melting in an unlabeled box. Have I mentioned they didn't label? It was an utter debacle. Was it their first move?
4.) I called the Zuni office numerous times to talk to Mayra about my concerns. The coordinator, Mary, said she'd call me to discuss; she did not, nor were my concerns addressed in any fashion.
5.) I'd told Mayra that we wanted a full service pack and move and that we didn't want to have to do anything--this was a huge work week for both of us. Instead, I was forced to manage Mayra's team for two days straight and my boyfriend and I packed eight car loads in total and moved them ourselves as we were so concerned by the team's slow progress and lack of care with our items. My back is still sore!
6.) Once we started unpacking (btw, I sent a good ¾ of the previously used boxes back with Mayra's team where they can be used again, so I was shocked to see such a high supplies fee on the invoice!), we found numerous broken or damaged items. When I started to tell Mayra this on a subsequent call, she interrupted me several times to say that it wasn't possible because she were there (she stopped by briefly for 5 minutes on one of the days and that was it).
7.) A bookshelf was left at the old house even though I TWICE asked the men to move it. We had to go back over and move it ourselves.
8.) We sustained multiple documented damages due to poor packing, handling and moving, plus badly stained carpets at old house (they didn't put down any plastic and the hallway carpet is ruined!), bad ink stains on kitchen counters in old house, etc.
9.) Mayra not only charged us MORE than the NOT TO EXCEED estimate, but refused to honor the $500 discount she promised us for letting her guys pack us in used boxes and for us hand carrying our own valuables and letting her team just tape drawers shut and not do a thorough pack.
10.) Moreover, I told her team when they left that I did not approve the charges as I had already found damages and wasn't even nearly unpacked, and because there were so many issues with the move, and because I hadn't had an opportunity to walk through the old house yet. Henry stated that you would call me to discuss the charge before putting it through. Mayra did not.
11.) When I called Mayra the next day, she refused to listen to me over the phone. Business owner to business owner, when a customer calls you and says there were problems and damages, you ask what they were and you LISTEN instead of talking over the customer continually, losing your temper, and contradicting her/him at every turn. Hugely unprofessional.
12.) I wrote Mayra a letter outlining the issues above, since she refused to discuss it professionally via phone. I asked her to do the right thing and honor her promised discount and take care of the damages. She refused. I told her I'd have to dispute the amount with our credit card company if we weren't able to come to a resolution. She wrote back that she was "finished."
13.) After we'd given Mayra numerous chances to do the right thing and come to a peaceful resolution, we followed through on disputing the partial amount with our credit card company, Mayra then called my boyfriend and left a bizarrely libelous and harassing long, rambling and incoherent voicemail blaming me, stating that "This is a really, really, really bad what she did, and I can't believe you left her get away with this." She then went on to state that I was angry at life and taking things out on her guys. Ending with, "This is really, really bad, and bad karma for you guys." And...that's when I decided to share my experience with the world. read more