DO NOT AND I DO MEAN, DO NOT USE THIS MOVING COMPANY! THIS COMPANY ARE SCAMMERS!!!! If I could rate them at a negative star, I would!!! I am sharing my experience so no one can undergo the same experience my son and his family had to go through as well as my experience as a parent who tried to help her children out financially but has no control being in another state.
First of all, this business has the WORST ORGANIZATION AND LACK OF COMMUNICATION EVER!!! Should have known better! I found this company because the internet stated it was a 4.5-star company. Therefore, I contacted this company because my son needed a last-minute move. In fact, all he needed was someone to load and transport a few boxes, a couch and a bed. Everything was already packed. Despite of how much the costs was going to be, I trusted Fred Thompson (Senior Moving Coordinator). He reassured me that they are a reputable business and can vouch for the company since the owner is a prior Marine veteran. As a result, being a veteran myself and currently stationed in the state of Hawaii, I put my trust in the company. They informed me that they had a moving company that will be passing through from Las Vegas to go to Texas and can pick up my son’s items from Golden Valley, AZ and deliver it to San Antonio, TX. However, in order to reserve the date and moving company down, I needed to put the deposit while still on the phone. He sent me the invoice to read. Should have caught it when he was rushing me to electronically sign it. But I decided to read it in its entirety. The document looked legit and after reading it, I electronically signed it. Once I signed it, he referred me to Crystal from their verification office, authorizing the deposit payment be removed from my account. Being in the military, I learned to document all information relayed.
We never received the moving company scheduled to come for the move nor did any moving company showed up. Fred, Chris, and customer service informed us that they schedule a 2-day grace period in which no one showed up. The whole staff are avoiding any communication with me or my son. Although their site states they are 24/7 open, they are not. You call the customer service line and they direct you to a recording stating that it is passed business hours and to text only the emergency number. My son was left to rent a U-Haul and find someone to drive the U-Haul to their designated place in San Antonio, TX.
I feel helpless for my son and his family because I am in another state.
I contacted customer service the next morning hoping to get my deposit back since services were never fulfilled. I waited 10 minutes only to have them put me on hold for another 10 minutes. When I finally got to speak to someone, Joanna from customer service, didn’t really care about what I had to say and wanted to get me off the phone. She told me to email the support and cancellation department in which I informed her it was never a cancellation since you never fulfilled the move. She informed me to call the retention line. When I called the retention line, I received their voicemail in which you cannot leave a message because it is full. What I don’t understand, all the representatives in this company’s voicemail is full. When I finally got a hold of someone from Retention, Robert kept insisting that I do not call my bank and to give him until the end of the day to fix it. That was on 9/29/2020. I called my bank hoping to file a dispute and am awaiting. It is now October 3rd, 2020 and this company still is avoiding my call. I pray I am able to get something resolved and get the deposit I paid so I can give that to my son and his family.
I am hoping to reach out to as many people I can so no one has to endure what we all had to go through.
Below is what I documented from the day I filled my information in their website, to when Fred contacted me, Crystal (verification representative), Chris (dispatch manager), Joanna (customer Service) and Robert Smith (Retention). Keep in mind the time is Hawaii time. I have given them ample amount of time to correct the matter prior to posting this, yet they are avoiding me and my son. Also, attached is the contract, screen shots of the conversation via text message. This company makes good people like me lose all trust on companies online who state they are Veteran owned.