Our experience with Zip Moving and Storage made an already stressful life event of moving 1,000 miles away 100 x’s worse. I write this review only to warn others of our experience as we based our decision to use Zip solely on the outstanding reviews we read. A mistake on our part we later found out. When my husband called to schedule the move, he specifically asked if our belongings would be there on the requested date. He was told that they would be and there is a 7-day window in case of an emergency situation. In fact, the individual he spoke with even asked if they could deliver a day earlier than we requested but we could not accommodate this as we weren’t closing on our new home until the following day. He was asked about the items we would be moving and given a rough estimate. He was told the price would depend on weight but the company always quotes a higher price than is to err on the side of caution.
Moving day comes (Sat, 8/3). Three individuals show up to load the truck. They come into our home to take a look. Instantly, there is a look of disdain on their faces and one gentleman even stated, “This is too much stuff.” Not the way to begin the process, in my opinion. The head mover stated the price would be increasing from the original quote due to the large number of items but it would not be more than this new quote. The movers did a pretty decent job of wrapping up the large pieces of furniture, however, an antique vanity was delivered with a broken piece. The movers took it upon themselves to pack up items without asking if we were taking them. We noticed our overnight bags that contained the only clothes we would have until our belongings were brought to us were missing. We asked the movers if they were on the truck and explained what the bags looked like. They complained for 20 minutes about having to unpack items in order to find the bags. I finally started removing items to look myself. Then, one of the movers stated they had packed up several boxes. Once they opened the 5 boxes they had packed at that point, the bags were found. If they had looked in those boxes instead of complaining and being irritated, it would have saved time and been less stressful for all of us. Towards the end of the day, the head mover again approached up with a higher quote and stated it was again due to the amount of items we had. I don’t have an issue with paying for the weight of our belongings but it would have been appreciated if we weren’t given 3 different amounts, each time being told, “it won’t go higher than this.”
Two days later, (Wed, 8/7), my husband received a call from Igor stating we would receive our items on Sunday, Aug 11th between 4-7p. We expressed our displeasure at this because it was 5 days after the date we were promised and our children were starting school the next day on Monday, August 12th. Igor stated this was the best we could do but he would let us know if they were able to get our things to us earlier. At this point, we were at the mercy of Zip Moving and Storage as they had our belongings and could essentially bring them to us whenever they chose.
On Sunday, August 11th, my husband called Igor in the morning to arrange payment and confirm our delivery. Igor stated we would be receiving our items before 5pm and that a wire transfer from our bank was acceptable payment. The three contracted helpers Zip Moving and Storage had recruited arrived at our home at 6p, as they were told the truck would be arriving at 6p. At 6:30p, Zip Moving and Storage arrived. The driver told my husband the payment had not been processed. We figured out it was because the bank would need to call us to confirm it was okay to proceed with the transfer the next day as the bank is not open on Sunday. My husband called Igor who refused to allow the movers to take anything off of the truck and move it into our home until payment was received in full. Igor was not willing to work with us whatsoever. He said he had not encountered a situation where a wire transfer was delayed due to a bank needing to confirm the transfer. Fortunately, we were able to have a family member assist us with the payment. I totally understand getting paid for a service rendered but Igor should have been clear in explaining payment options and perhaps a bit more willing to take, say, half the payment as we would have been able to accommodate that immediately. Again, poor customer service in our opinion. The movers were very efficient in unpacking the truck given the fact that it was late and we had to prepare our children for their first day of going to a new school.
This experience was a big disappointment. We did not feel like our need to receive our belongings was taken into consideration nor how stressful a 1,000 mile move is on a family. To me, that is just as important as ensuring furniture and household items are packed and unpacked into a truck.