Terrible Customer Service
Justin
Submitted this review about
ALL YOU CAN MOVE
Review made Live: 5/15/2011 6:28:00 PM
I chose AYCM because of price and I found out the hard way that you get what you pay for. HUGE MISTAKE!!! DO NOT CONSIDER USING AYCM!!!
My original contact with AYCM was Philip. He was cordial and provided excellent customer service. He set me up for my move on Sunday morning, 15 May 2011. I specified the morning because my home is fairly large and I knew it would take 5 to 6 hours to move. Also, the storage unit to where I was going to move my stuff has an access cut-off time at 7pm; so morning was the best option. Philip set me up for the movers to arrive between 8 and 10am. The confirmation page I “electronically signed” and sent back to AYCM clearly said the movers were to show up between 8 and 10am. The Friday before the move, 13 May 2011, Krista called me to confirm. She said that there was going to be a “small move” right before us and asked if that would be okay. I said that it would; however, to my error I just assumed that meant that the “small move” would occur in the morning and that the movers would show up at my house the back end of the 8-10am window. I was wrong.
About 10:30 – 11am on Sunday the movers had still not shown up. I called the 1-866 number on the website and my confirmation. Krista answered the phone and I asked where the movers were. She said she would call them and see where they were at; she didn’t mention any change in time slot. 30 minutes went by and I hadn’t heard back from Krista. I called the same number. This time it went straight to voicemail and I left a message. Another thirty minutes went by and I called again. This time it rang several times and voicemail picked up. I left another voicemail message; again, no return phone call. I repeated this process two more times and left two more voicemail messages with the same results; no return phone call. On the fifth phone call, Krista answered. Understandably, I was unhappy that she hadn’t followed up with me. She said she didn’t have any missed calls from me or any voicemails; I let her have the benefit of the doubt. This was also the first time she mentioned that the movers weren’t supposed to show up until between 2 and 4pm; much too late for my time schedule. She said she would call the movers and see where they were. That was about 12:30 or 1pm.
Fifteen or twenty minutes went by with no return phone call. I called six times and finally reached Krista. She was rude and acted as if it was ridiculous that I called six times in a row. I told her the reason I did was that she previously told me she didn’t receive any missed calls or voicemails from me. Obviously Krista lied when she said she didn’t receive any of my earlier missed calls or voicemails. She also said she didn’t answer my phone calls because “she was putting her baby to sleep.” Very unprofessional to be “on-duty” as a dispatcher and not answer phone calls because of personal business. At this time she said the movers were driving and would arrive soon. At 3pm no movers had come and I called back and cancelled the move. True to Krista’s form, she failed to call Dennis and Mario (the moving guys) to inform them that I had cancelled; I got a phone call from Dennis at 4pm saying he was on his way. I informed him that I had talked to Krista an hour earlier and had cancelled services. Either Krista’s phone just doesn’t work or she just can’t do her job. Customer service is going away in our society and Krista is just another example. I’m not sure what else Krista would be good at if she can’t answer phone calls, make phone calls or follow-up. This was a truly horrible customer service experience – I will now go out of my way to let everyone know never to use All You Can Move Movers.
