My Experience with Scott Relocation a Mayflower Agent in North Attleboro, MA
Rarely do I take the time to write a review of a company, but my experience with this moving company has to be shared with others considering using them to move their belongings 1 mile or 1,000 miles.
Things started out pretty positive with the company, their sales/estimating agent Gail was able to quickly accommodate a change in schedule to give us a quote. I was a little surprised that the estimate came back at 5,500 lbs considering my move up from another Mayflower company came in 2,653 pounds. We definitely acquired more furniture in Boston, but I doubt it even came close to an additional 3000 lbs. I didn’t want to push the issue as we were on a tight schedule and figured that the weigh-in would resolve the bloated number, but more on that later.
I was given a firm pick-up date for a Friday and was quoted a 5 day range for delivery, but was assured by our sales agent that it would be closer to the beginning of that range and she would note it in the contract. I was also told that the driver will know the exact time as we get closer to the move date.
Fast forward three weeks later we come to the week of our move. I call Monday asking when the delivery date was, they had firmed it up yet, called back several more times during the week and still no firm date. I was told that the movers would show up early on Friday and to make sure I had the elevator reserved. I was also told I would get final confirmation of their arrival time Thursday evening. 6PM Thursday comes around and I have not heard a peep from Scott Relocation. I call the office looking for my move coordinator Michelle and I get her voicemail, her assistants voicemail and basically can’t reach anyone. I remember that I had Gail’s card with her cell phone. I call her and she is shocked that I didn’t get a call. She says she will call and get back to me. She calls me back and says they will be at our building at 8:30 AM.
My wife, who is pregnant with twins and I wake up at around 5:30 am to get ready for the movers. We are set for 8:30 and no one comes. Around 9:30 I call and get a response that they are coming shortly. 10:30 I get the same message, they are coming shortly. 11:30 AM I call and say, oh they are leaving at NOON. At this point I’m a little pissed, but still figure we have plenty of time. 1:00 PM comes around and still no movers.
I call Scott Relocation services and ask to speak to a manager. When asked who is calling I said “a pissed off customer” Michelle demands I give a name before I speak to a manager. I’m put on hold for about 7 minutes and finally Chris Scott, I assume one of the owners based on his last name proceeds to tell me that the truck broke down this morning and that is the reason for the delay. I lost it and told him why didn’t someone tell me this earlier this morning so I could have managed our time better. I got no valid answer and then his crew showed up so I got off the phone with him and told him I would call him later.
A gentleman named Franco aka “Cisco” greeted me and I will say he was the only bright spot of our experience. He calmed me down and told me he was going to take care of everything. For the most part he did and after 6.5 hours with 4 guys they got us moved out of our apartment. Keep in mind that we packed all of our own dishes and other odds and ends. I heard the guys complaining about the elevator not being locked down to our floor. Well if they had gotten here on time that wouldn’t have been an issue. Franco repeatedly stated he needed to light a fire under the other crew, but the job got done.
So now, I’ve been pestering Franco and Gail for a delivery date. They had just finished and I was informed that we would not get our stuff until Saturday, the last possible day. I was pretty pissed off, did they really just find that out, I find it hard to believe that they couldn’t get that answer until that day. The driver was delayed and wouldn’t be back to Boston until Thursday of next week. I just think they didn’t have their act together as communication had been super poor at best during the week.
I was told by Gail, she would call me Monday to confirm the time. Monday came and went, I called her Tuesday, no response I called Chris Scott no response . I called both again, no response. I sent the email below:
> Sent: Tuesday, July 12, 2011 7:00 PM
> To: gmalloy@scottrelo.com; cscott@scottrelo.com
> Cc: mwade@scottrelo.com
> Subject: Status Update Please
>
> Gail
>
> You were supposed to call me on Monday to confirm Saturday or an
> earlier date. I've left you a voicemail and chris scott two voicemails.
>
> I don't know what the heck is going on, can one of you please call me
> to confirm the date and time of delivery.
>
>
I finally got a response from Michelle
On Jul 13, 2011, at 10:35 AM, "Michelle Wade" <mwade@scottrelo.com> wrote:
> Andy,
>
> I was unaware that you had called in this week, but I did just speak
> with Chris and wanted to touch base with you. I just spoke with your
> driver who is here in my warehouse loading your shipment. He then has
> 2 other shipments to load here in MA on Thursday & Friday. He will
> leave out on Friday afternoon as soon as he can to be in Bethesda on
> Saturday. He will get there as early as possible, but may not be
> until about 10am. We just cannot get it there any sooner. We apologize again for the inconvenience.
>
> Thank you,
>
> Michelle R Wade
> Relocation Coordinator
> Scott Relocation / Mayflower 353
> 76 George Leven Drive
> North Attleboro, MA 02760
> 800-668-3808 x32
> 508-643-9843 FAX
> mwade@scottrelo.com
How the hell does Chris or Gail NOT even return my call?!?!? Again, poor communication at best.
So Saturday shows up, driver (James) gets to my house around 9:30AM. He isn’t the friendliest but not a complete ass. He eventually gets the truck situated but takes out some tree limbs on a neighbors tree. The night before he told me he was going to have 3 people helping him unload. I hear him on his cell phone telling some of his help that they could take the day off, he and this other guy could handle it. So now my workforce of 3 went to two.
The second gentleman was a contractor, not employed by Mayflower or Scott Relocation. So now I have two guys unloading my truck and assembling furniture. Here is the kicker. The freaking driver was on his cell phone for probably 85% to 90% of the time. He was on his truck on the phone or he was moving stuff up my stairs with his head pinning his cell phone between to his shoulder. He was having woman problems as he told me or the other gentleman told me later. So really it was one guy unloading our stuff as the driver was rarely in my house. He was more focused on getting his truck restaged so he could move on.
The contractor even made a comment on how he was on his phone the entire time and he was shocked the move took this long and there were only two people on it.
Most of our stuff came in decent shape. They only put covers down on half of our hardwood, I found around 10 scratches and dings on our walls. It was almost comical. Worst moving experience ever. I used Mayflower before and had no issues, but Scott Relocation is the worst and as a result I will never user a Mayflower Agent again, as clearly Mayflower doesn’t screen their agents.
In the end I still tipped everyone, why I don’t know, maybe because I’m a nice guy. But I will make sure this post gets on every review site possible.
I wouldn’t recommend Scott Movers to my worst enemy. I still am shocked that Gail or Chris never called me, I figured a follow-up email at the least. I hope this review costs them future business.
