BEWARE – It’s long, but PLEASE READ!
Posting this as a well-informed, researching consumer who got royally screwed by multiple companies in a cross-country (California to Illinois) move. I did my research and decided to go with Purple Heart Moving Company because they appeared to have great reviews. Josh Donovan at Purple Heart was my contact (henceforth known as THE SALESMAN) and he was incredibly helpful and informative and patient with my nervousness and many questions before I pulled the trigger and put my $980 deposit down. Then Josh disappeared. I was actually quite worried about him, as after I paid, he would not return my phone calls or emails; I thought maybe he’d died. Or was like on the side of the road somewhere and needed help! Turns out he was just a salesman.
Also did not know Purple Heart Moving Company is a BROKER. They sold my move to super shady SNY Relocators. Horrible company. SNY showed up to pick up my stuff at 8:41 p.m. I had spoken with Chelsea in customer service at Purple Heart the DAY BEFORE SNY picked up my stuff to ensure my quote was correct; she even sent me another quote to verify. SNY showed up and demanded another $945 to load the truck. Told me to pay (no paperwork with this, or explanation other than repeating ‘more cubic feet’) or pick stuff to leave behind. Trying to keep this short, I didn’t pay. I called my attorneys (both my sons are attorneys thank goodness), I cussed and cried, I made some manager from SNY call me, Max from an unavailable number, who told me the same; pay or leave stuff behind. So, I’m a 54 y/o white woman, everything I own is packed, I’m leaving on a flight at 6 a.m. the next day with two cats....they knew they had me, or thought they did. I didn’t pay and the ‘foreman’ loaded everything like he was playing the big hero for me. Whatever dude. My agreement with Purple Heart was $985 down, split the rest 50/50, 50 on pick up, 50 when delivered. SNY charged me 60% upon pick up. Also charged me $40 to use my card which I was told I could do by Purple Heart, with no extra charge. The pages of paperwork SNY had me sign at, at 10:30 pm, was not carbonized or anything. I said I needed copies and the foreman said, ya, our office is closed, maybe you can call and request them later or something. I said I’m taking pictures of everything with my phone then (just like you did of my CC and DL which I later that night drained all the money out of other than what I owed them). He said he had to ‘call Max about that and ask”...I grabbed the paperwork and took my pictures. F
That was 7/30/20. Back Josh Donovan at Purple Heart (who, thank God, is okay). One of my major questions to him was ‘how long does it take for my stuff to get to me in Illinois?’. I asked that multiple times. He always replied, 4-14 days, it never takes 14 though, probably 4-9 days.
Fast forward to Day 10, my stuff is in a warehouse in LA according to SNY who have THE MOST HORRIBLE CUSTOMER SERVICE I HAVE EVER ENCOUNTERED (and I’ve had a lot of dealings with Comcast!). Days 11-20, super hard to get hold of anyone at either company, my attorneys are meeting and drafting complaints on my behalf and demanding warm cookies for their work. When I do get hold of someone, I mention, BY LAW AND THEIR OWN CONTRACT, they have to have my stuff to me in 30 days. Boy at SNY tells me, Ya, that’s 30 business days...so, we got 6 weeks lady. Per my attorneys suggestion, I file a formal complaint with the FMCSA (www.fmcsa.dot.gov), a governing entity that logs complaints and pretty quickly notifies the parties the complaint is against that they should resolve the issue with the complaining consumer before they (FMCSA) has to get involved. Shortly after Purple Heart gets this notification from the FMCSA, or, Day 22, I get an email from dear Chelsea ‘Your stuff will be on a truck in 1-3 days’. Day 25, no news from Chelsea but the truck driver himself texts me, ‘I’ll be there with your stuff Tuesday (day 26). Or, maybe Wednesday (day 27). Can I park an 18-wheeler on your street?
Day 28....my stuff is here. Two guys delivered it, along with a bunch of stuff with no stickers on it that was unloaded and put in my home that was not mine. All my stuff appears to be there. Things that will be included on my insurance form for things ruined or almost ruined by the move:
Bed Headboard - gouged in multiple places
"Purple" brand memory foam bed - huge puncture hole, memory foam stuff leaking out
Fainting coach (hideously huge, ugly piece, my very favorite) - large rip in back
All wicker outdoor furniture - too many damages to write about - effectively ruined
Crock pot - shattered, packed well but box was destroyed as if it had been run over by truck
Moral of the story is: do more research than I did. Check with Better Business Bureau, DOT, every and all reviews, ask the right questions, get EVERYTHING in writing, give birth to 2 attorneys. I'd do the birthing of the attorneys first.