My experience with this moving company had 3 different aspects:
Sales team:
Their sales team is VERY knowledgeable and they were so patient with my questions and followed up with me to make sure that everything was in place. He was VERY quick to respond to any of my calls/e-mails. From the very first call, my sales rep made an immediate connection with me and I felt very comfortable with him. VERY happy with the sales staff.
Physical Movers that picked up and delivered:
Very nice, very fast. Spoke broken English, so in complicated situations, communication was difficult, but do-able. Very happy with the movers.
Customer Service experience:
Not happy with and will not use these movers again because of this specific area:
My move took 17 full days from pickup (11 1/2 business days, the 1/2 is because my movers arrived on a Saturday). They quoted me 2-10 business days from my first available DELIVERY(not pickup) date, which they DID meet that timeline.
I did not receive any call backs from the customer service department. This is my first time using movers and the truck that picked up my items was an Enterprise rental truck. I called customer service and left multiple messages to make sure it was a company truck and not a scam but received no response.
When I called to check the status on my items (2 business days before my 2-10 business day window was over), my customer service rep told me that although I was quoted 2-10 business days it was really 4-15 and that they were "well within their window of time."
I received a call from another area of the company 2 days before receiving my items (same day I talked to my Cust. service rep) to follow up to see how my move went. They were not aware that my items had not arrived and went on to say they have difficulty getting in touch with my specific customer service rep.
When my items did arrive, the truck was too big to fit into my apartment complex. The customer service team contacted me and they were very rude about the costly options that I had to get my stuff. I ended up renting a U-Haul, having the movers drop off my stuff in a grocery store parking lot and then I unloaded the items into my apartment myself.
They did give me a piece of furniture in error and have contacted me to let me know they will be arranging pick up for it. Multiple items were damaged and I have placed a call into their claims department about this. I have contacted my original contact in the Sales team and he was very nice and very apologetic and did do research into some of my issues.
All in all, the move had a few bumps (took longer than expected, damaged items, moving truck too big), but those were not things that are completely unexpected when doing a long distance move. The part of this ordeal that has confirmed that I will never use this company again and will NOT recommend it to others is the customer service team. They were not helpful, did not return phone calls and were very rude and defensive and made very small workable issues almost impossible.
