Poor Cross Country Move Experience
Minh Vuong
Submitted this review about
White Glove Moving
Review made Live: 8/8/2011 2:15:00 PM
I've seen positive reviews on White Glove's moving services, but they're probably reviewing local moves. Be very cautious if you plan to use White Glove for a cross country move.
I was drawn to White Glove because of its positive reviews and its A+ rating on BBB, but what convinced me to use White Glove was the attentiveness of Frank (my advisor) and his willingness to negotiate. Unfortunately, I did not have a positive experience once my move actually started.
Positives:
1. Prompt responses: Frank usually would quickly email or call me if I had questions
2. Flexibility: White Glove was willing to discount before my move due to a competing bid and during my move due to my problems
3. Very little damage: Items arrived in good shape
4. Friendly movers: The gentlemen who picked up and delivered my items were helpful
5. Service: The sales (Casper) and operations (Alex) directors took ownership of my move and its problems.
Negatives:
1. Late pickup: My pickup was one day later than scheduled. I had to scramble to meet the movers right before my plane flew out of town.
2. Late delivery: My contract guaranteed 14 business day turnaround, but my items were delivered at the last possible hour. White Glove held my items for 31 actual days, from June 16 to July 17. This was partly due to how I didn't choose my "first available acceptance" until June 26. I had no idea that my move would not start until June 26; had I known I would've selected an earlier date so that my items would move while I gone. Instead, my items sat in a NJ warehouse for weeks. As the result, I had to live for an additional 3 weeks sleeping on the ground with the barest of clothes, food, and cooking supplies.
3. Contractor service: I was told that my move would be handled by White Glove employees and equipment. Instead, my items was handled by contractors: Big Canoe Moving and FlatRate Moving. I was completely misled.
4. Poor/wrong dispatch service: I called dispatch multiple times for updates on my move. I was told by at least 3 different dispatchers on different days that my items were being loaded "at that moment" for the move. My items were not packed until the 13 business day, July 14. One dispatch person even disregarded my frustration with the comment "We are professional movers; we know what we're doing." On multiple occasions, dispatch promised to call me back with updates but never did. Again, I felt misled and disregarded.
5. Lack of follow-up: After I receiving my items from FlatRate, I yet to hear back from White Glove even after receiving a promise that I would.
6. Unexpected Charge: My initial estimate was lower than expected because my inventory wasn't complete. I had to pay an extra $625 overage for 100 extra cubic feet, but White Glove discounted it to $300 for a final price of $3115.
The main lesson is to use a national moving company for cross-country moves. As much as I wanted to help out another small business, I ended up regretting it.
The other major lesson is to pick your first available acceptance date wisely.
