Customer Satisfaction
Patricia
Submitted this review about
Ben Express Movers
Review made Live: 12/17/2009 3:12:00 PM
This company showed a lack of customer concern on several occasions:
1. The company salesperson was very persistent as the contact person and seemed accommodating. She often said "No problem" but when push came to shove, she dismissed her role as "only the salesperson" and referred me to the dispatcher. I asked for a one day delay in delivery even thought the distance covered was only 150 miles. This was one of her "no problem" responses. When I reminded her of my desire as the packing was being done, she said that I had to speak to the dispatcher because it was out of her control.
2. Money was the obvious focus because the price kept going up at every opportunity. Even though I gave a detailed account of the delivery challenges, I was charged $900 above the quote. I was given no credit for providing 90% the packing material. The team lead of the packing crew even asked for a tip. The delivery crew knew the volume of my goods in the truck and showed up with just the driver and a helper. They knew I had a heavy piano and a full truck of belongings that would have been difficult for just 2 men. The driver hired two additional helpers and again there was an extra charge even though it was their responsibility to provide the needed labor!
3. I specifically asked if the same crew that packed would be the same crew to deliver. The answer was yes when in fact, I was told this was due to an emergency, but learned that it was not. The packing crew had prior commitments and had no intention of delivering my household goods.
4. Packing was substandard and here is one example--my flat screen TV was packed in original packing box with the remote left to bounce around inside. I took apart one table lamp with three glass shades so that it would not be broken. It was packed in a box with other items without proper protection and one of the shades was broken.
5. The hit my neighbors mailbox and didn't even acknowledge it when the neighbor approached them.
I had other concerns, but this should provide enough evidence to a potential customer. My advice would be to think twice before hiring this company. I would definitely NOT recommend them.
