DO NOT USE!!!!
Janelle
Submitted this review about
Liberty-Relocation
Review made Live: 4/18/2014 10:33:00 PM
I've had an awful experience with Liberty Relocation.
To start things off, they never called to confirm my pick up time 24 hours in advance, as I was promised. I had to call to make sure I was still scheduled for pick up the day before, and did not find out until after 5 PM that they were coming between 10 & 12 the following day. At 12:30 the day they were scheduled to come, they still hadn't arrived. I called the office again to see what was going on, and I finally received a call back from the driver to let me know they were going to be an additional TWO HOURS late. At this point, I had to reschedule the movers to come the next day, as I had already missed more than half of my work day and needed to get to my office. The following day, they were scheduled to be at my house at 6 AM. By 6:45 they still hadn't shown up, so I attempted to call the office and driver from the day before, with no luck. I then received a call back from the movers to let me know they would be another hour before they arrived. By the time they got to my house, it was almost 8 AM, meaning they were 2 hours late, AGAIN.
At this point, I was asked to pay the 50% remaining balance. All of the information I received said I could pay this with accepted credit cards. When I tried to pay with a card the driver told me he didn't have a card reader and I needed to pay with cash or check. Therefore, I had to dig through boxes to find a check to write to him. Had I been given this information correctly in the first place, I would have been sure to either pull out the cash prior to their arrival or leave a check handy.
By the time they were done loading my house, the driver mentioned that he apologized for missing the appointment from the day before. I replied that it was ok, but I missed out on making money since I was not at work (mind you, by this point I have missed over 6 hours of work). His response was "well, at least your company is paying for your move", which they are not. When I told him that, he just chuckled. This leads me to confirm that they have zero respect for their client’s time.
As the movers were leaving I realized I had cash in my pocket that was intended to be used towards a tip for them. I ran outside to give it to them, and caught the driver talking badly about me and how I hadn't tipped, even though he had brought extra movers to help. I still tipped the movers themselves, as I found them to be very polite and great at their job. But I was extremely upset the driver would have the audacity to talk badly about me before they had even left my driveway.
At this point, I attempted to get a hold of a manager, as I was extremely upset about the tardiness of the company, in addition to the way I had been treated by the driver. I called and emailed the company numerous times, with no luck in reaching someone. I submitted a request on the company’s website asking for a call, as well. After 72 hours I finally was given the phone number of a supervisor in Denver named John Bagwell. I called him and voiced my frustrations with the entire situation while he made excuse after excuse for why they were late, and argued with me that his driver would never talk badly about a customer. He was unable to pull any of my information for me move, or confirm when my belongings would be arriving in my new city. After speaking with him for more than 30 minutes, he finally said that there was nothing he could do for me. I’m not sure what his role in the company is exactly, if he is unable to pull any information related to a customer’s move, make any decisions, or help make his customers feel appreciated. In addition to speaking with John, I received a call back from customer service in regards to the request I had placed on the website. When I voiced my concerns to the customer service representative, he informed me that he needed to speak to the owner of the company and would call me back. When I asked him for a time frame that I could expect a call back, he assured me if would be before noon the following day. It has been almost three weeks since I spoke to that customer service representative and I am still waiting on a call back from him.
I spoke to John on a Monday, the day before I spoke to him I received a call notifying me that my belongings were on my way, and I would be receiving them the following day. The person I spoke to was named Eric, and he assured me that the driver would call me when they were an hour away. The following day (Monday), I received a call that they would not be showing up that they, but the next (Tuesday). The next day (Tuesday), I received another call from Eric to confirm the movers were coming, but they would not be there until closer to 4 PM, but I would receive a call when the driver was an hour away. At 4:30 I still had not heard from the driver. I called Eric back to inquire on an updated time frame, and he let me know that they were delayed, and they should be by the next day (Wednesday), instead. He again insured me the driver would call when he was an hour away. Yet again, Liberty Relocation is incapable of staying on schedule. At 8 AM on Wednesday I received a phone call from the movers stating they were at my apartment. Where was this phone call I was promised I would receive when they were an hour away?
The movers themselves were fantastic. They were very polite, they made me laugh, and they were very informative on the process of unloading the truck. Once again, they proved to be the only outstanding employees that Liberty Relocation has on staff.
Unfortunately in the move, my glass table and a bedroom drawer were broken, due to improper packing by the movers in Denver. I was told I needed to submit a claim, and to call Eric and he would be able to help me do so. I called Eric three times before I was finally able to get a hold of him, at which point he was short with me and told me I needed to go to a website and submit it there. The website they use is difficult and not user friendly. It will be a miracle if my claim even goes through successfully.
To top everything off, I was notified by my bank after my belongings were delivered that my check I wrote when the movers picked up my belongings had been cancelled due to suspicious signature. I am unsure if the driver or company attempted to change anything on my check, but in the 20 plus years I have had a checking account at this bank I have never had a check cancelled due to suspicious signature. I then received three phone calls in a row from KevinDixon at Liberty Relocation. It was in the middle of a work day on a Friday, so I was unable to answer. He left me a voicemail stating he needed to speak with me due to my “Insufficient funds check” that was written and he needed to speak to me to straighten everything out before the delivery of my items. He also sent me an email at this time, and within this email he claimed he had attempted to contact me numerous times, and if I did not respond and pay the balance that was owed to them within 5 business days, I would owe three times the amount of the original check value, in addition to court and legal costs. He then signed the letter “Legal Resolutions Manager”. I responded that I was unable to talk at that time, as I was working, but wanted to be sure to note that calling me three times in a row does not constitute multiple attempts to contact me. I recommended we speak the following day, which is Saturday. When he responded to that email, his email signature had changed to “Moving Manager”. I am still unsure what Kevin’s position is at the company. We will be speaking tomorrow and maybe I can get some clarity.
Bottom line, after dealing with this company, I am convinced they are a big scam. They have no inner-office organization, the managers have no authority to make any decisions, and they are simply interested in ripping their customers off. They have zero customer service, promptness, or respect for client’s time and money. This is no way to run a business, and I feel sorry for any other poor soul that gets suckered into using them for their home or office move. I would still love to hear from the owner about my awful experience, but at this point I have given up any hope that will happen.
If you are looking for a mover- DO NOT USE LIBERTY RELOCATION. If you see an advertisement for them, look away. If they call you, hang up. Run as far away from them as you can. Save yourself the headache of dealing with these incompetent people.
If any of Liberty Relocation’s physical movers are reading this- quit your job and go work for a company that will respect you and the customers. You are all too good to be working for such a shady company.
