When I was first contacted by Nationwide Relocation services on June 8, my first question was “can you pick my furniture before the end of the month? If not, I have to look for someone else. I need to hand over my apartment before the end of the month.” Brandon Garrison, an excellent salesman, said absolutely after putting me on hold for a short while. He introduced the company as being BBB accredited (they are not). We scheduled the pickup for 28-29 since he wanted a 48 hours window, informing me that I will get a phone call from the driver 1-2 days before the move. I asked if they need to arrange for a shuttle since the large trucks they use are unlikely to be manageable in my neighborhood, and he said no need for that. I was asked to provide a credit card for the deposit, and I specifically asked that I need to use the same form of payment for the rest of the amount upon delivery, and he reassured me that this should not be a problem, and that I will be able to do that. THE CONVERSATION WAS BEING RECORDED AND I ENCOURAGE CUSTOMER SERVICESAND THE SUPERVISORS TO CHECK THE TRANSCRIPTS OF IT. Of course, that’s if anyone is interested in improving the performance of the company. But as you read on you will realize that these people are just out for the sale. No remorse about the problems they add to an already stressful time. Throughout the first part of the process, his call backs were prompt. Always picked up the phone and returned emails right away. I called on the 27th since I have not heard from any driver, and was told that the driver was assigned and will be contacting me later in the day. Nothing happened.
On the 28th, I get a call from another agent for another company that they apparently outsourced the job to and said that it is my obligation to arrange a place for them to park a 53ft truck for pickup on Friday the 29th, between 9am and 12 pm! Mind you I live in downtown Seattle. And that is less than 24 hours of the pickup time. I asked them to arrange a shuttle and they said I have to contact my agent (Nationwide). Friday the 29th comes, and it is 10:30 am, with no call, no one showing up, I get a call from a different agent at Nationwide relocation asking me how I feel about a pick up date of the 3rd or the 4th of July. I informed him that that is not possible given that I am handing over my apartment and there is nowhere for me to go with my furniture. He said he will call back in a minute. Two hours go by. Nothing. In the meantime, Brandon Garrison is not returning calls or voicemails. I called customer service and I get an angry woman telling me that the best she can do is the 3rd or the 4th, and that even that is not a guarantee. I explained to her that this is not an option for me, and she kept on stating that it’s a matter of fact. I asked to talk to the supervisor (Sicily) and expressed my concern that I was left to the last minute without enough window to arrange for an alternative, and that it is already Friday afternoon, and she was going to check with the dispatcher and give me a call back within the hour. That did not happen. Finally, my contact person, Brandon, picks up his phone and said the driver picked up the load before me and it was 5000lbs over the limit and he could not come over anymore. But he was going to talk to the president of the company to make it happen. And he’ll call me back in 20. I have not heard from him since. I called every 10-15 minutes, he never picked up. Left multiple voice messages. Nothing. The customer service line kept on putting me on hold, and magically hanging up for 3 hours, until they closed at 7 pm.
Now, I am left with a partially packed apartment, that I have to evacuate. No idea where to go with my furniture. I have to hand the keys to the apartment in the morning so that it gets turned over for the new tenant. I am stuck with a company that took my money and so far has been less than responsive. Not a single call to say how can we help? It was all lies and promises to make it happen and promises to call back, and not a single person actually did. No remorse, no answers. I am contemplating now packing things, and moving them to temporary storage until hopefully someone picks it up. A large expense in terms of time and money. Assuming I can arrange for this on such a short notice. If not, I am afraid my furniture and belongings will have to be emptied out of the apartment at any cost.
My concern is that they so far have failed every single opportunity. I have very little faith that my furniture and belongings will be picked up on time, delivered on time or in a good condition. Their sales people will tell you they will be with you from beginning to end but once they have your money they completely abandon you. I got put on hold more than once so long the call recycled to voice mail, they did not return my calls. or respond to emails.
First off, the agent who called, introduced the company as a BBB accredited. They are not.
He assured me that the drivers will accept credit card payments upon delivery. They do not only cash or money order.
He claimed to have looked into the neighborhood where my apartment is located and there is no problem with a 53ft truck loading. The driver said he needed a shuttle.
They will tell you what you want to hear until you pay the deposit, and then, you will find out that you were better off flushing your money down the toilet.
All calls are recorded. I encourage the supervisors in this company to go back and listen to the conversation word for word. Then they understand how the commission representatives they have will make promises on the company’s behalf that they knowingly can’t fulfill. End result? The consumer is left to their own means with no one accountable. Looking now at the reviews, I realize that my experience is not very different from the majority and I wish I have researched this more.
I will update/edit this with the good and the bad that follows as the move progresses.
