Best Choice Movers – what an ironic name for this company. They are by no means the best choice. My move of a small one bedroom apartment less than 1 mile to a new location (both ground floor locations with easy access) turned into the biggest and most expensive move I have made to date. And I have moved on several occasions including a 3 bedroom home, 150 miles for cheaper than the cost of this move.
I have heard and read about the horror stories so I am always careful to ask questions; I specifically asked the rep, Anna “are there any additional charges I should be aware of” and her response was “no, unless they need to use packing supplies” which I replied with “no, I have packed everything already”. Now would have been a good time to tell me that all the materials that the movers will use to pack your furniture will be included in this packing charge.
Anna quoted me 1 truck/2 men/3 hours ($224.41) – any successful company knows that a good business practice is to always under promise and over deliver. Best Choice has never heard of this business practice, it is under bid, reel you in and stick it to you.
On the day of the move, Anna called to tell me the movers would be starting a couple of hours late so that she could send me the team that had the experts at removing mounted flat screen TVs. The move starts with 3 men showing, ok fine it will go faster (but the move also lasted 4 hours). And it took the “experts” 30 minutes (labor time) all three movers to remove the TV, which was a good use of the labor cost. The foreman also asked me to sign numerous documents, of course I know that I should read them – but now the clock is already ticking and it is getting dark, so I sign, I thought that I had asked all the questions I needed to. Funny thing, they loaded the truck one box at a time, but after they charged my card they unloaded the truck with a dolly – several boxes at a time (labor cost?). I did decide to ask the movers to move 4 pictures for me (they proceeded to bubble wrap and box them, which was overkill and not necessary), so I was expecting a minimal amount of charges for packing supplies. During the initial conversation with Anna she asked how many wardrobers I would need, I said 10. Surprise, they showed with 4, so I had to do two more trips AFTER they finished with my move to bring the remainder of my clothing.
When we arrived at the new location we realized that a form that was necessary with my signature was still at the original location, the foreman STOPPED moving until I had gone back to my previous location and returned with that form (again additional labor time). Then the foreman hands me the bill for the move and it is $601 and my items will not be removed from the truck until I sign a credit card authorization form. Again I sign, I need my things, and I promptly call the manager hysterical. As you can imagine, I was completely shocked and upset, instead of trying to work with me the manager hung up on me.
The charge for materials was $256; -I was being charged for all the tape and wrap used to wrap my furniture. The contract states that mattresses and box springs are required to be wrapped; it states nothing about any additional furniture pieces needing to be wrapped. So materials were used to wrap all pieces of my furniture which I did not ask for. In past moves this was included in the service being provided so I did not question those materials.
The 4 pictures I asked the movers to move were the following lengths (40', 34', 34', 20' and a 46' TV) = if those items were wrapped it would total 26 ft of bubble wrap NOT the 50 feet I was charged $50 for. And further more the company could consider being green; I offered to the give the bubble wrap and boxes back, they were reusable, instead they materials were trashed.
I did try to resolve the situation with the moving company, but after the initial conversation with Anna, I was not getting any response to my voicemails and emails. “We are working on it” would have been a professional response. But what I finally get is that now that I have threatened to voice my experience with their company on the web the “refund” that they are now issuing me is $24 – seriously is that even worth their an envelope and stamp?
This was an incredibly upsetting situation. I am appalled that a professional moving company is able to get away with this type of customer service.
