When you are looking for a moving company, there are certain qualities that you expect them to have. Primarily, you look for dependability, honesty, and customer service. While my fiancé and I thought that White Glove Relocation Services out of Naperville, IL possessed these qualities for a reliable transfer of our belongings from Green Bay, WI to Colorado Springs, CO, we could not have been more wrong.
We were initially quoted at $1,894.66 for our move, with a scheduled delivery date 5-7 days after our belongings were picked up from our apartment in Green Bay (as our agent, Scott Turner, had told us over the phone). Prior to pick-up, we were asked if they could pick our belongings up a day early and we agreed, thinking that the earlier our things left our apartment, the earlier they will arrive at our new place. However, this was not the case. Our belongings left our apartment on a Thursday and we had anticipated driving to our new home in order to be there when the moving truck made its way there, 5-7 days after it was picked up as they told us. Before we began our drive from WI to CO, we tried to reach our agent or customer service at White Glove Relocation Services/Able Moving Inc. to find out if our things were in transit to our new place (so we did not end up arriving too early and not have anything there). While we were able to get a hold of our agent, he never returned our call regarding our belongings. We were entirely unable to get a hold of anyone in customer service, and our messages were never returned. Frustrated already, we decided that it would be best to follow the 5-7 day timeline.
Upon arriving to our new home in Colorado Springs, 5 days after our things departed, we finally received a call back from customer services. However, this call was only to tell us that we had an ADDITIONAL $773 in charges for bulk items, tape, plastic wrap, and weight overages (plus an extra 18% gas surcharge). Mind you, our agent had assured us that we would not exceed the 3,000-pound weight limit, as we had called prior to transport to ask. She did not know when our belongings were going to reach us and that she would call us back when she figured the timeline out, which she never did.
Following multiple unanswered calls and messages later, we were able to get a hold of customer service and found out that our things were expected to reach us between day 9 or 10 from pick-up. A day or two later, we find out that it will be more like day 12 or 13. Customer service then lectures us that their contract says that verbal promises (in terms of a timeline or anything else) are ‘merely estimates’ and that they actually have 21 days past our designated drop-off date in order to get our belongings to us. No apologies or consolidations were offered, just rude customer service. In the meantime, we were left with nothing but an air mattress, a few suitcases with clothes, a few other random things we thought to pack (not expecting to wait an extra week and a half for our things). We also had to purchase new clothes for my fiancé for his first days of work (7 days after our things were supposed to be to us). The expenses just kept adding up.
A final call from this company told us that our belongings would be to us between August 3rd-5th (day 13-15). Following that, we were unable to reach them and any messages that we had left went unanswered. The day before things arrived we received a text message saying that they would be there on the 5th (day 15).
When the moving company arrived, 8-10 days after they told us they would, we find that there is ANOTHER charge of $350 because of the stairs to get to our apartment. Apparently they charge $16 per stair past 12 stairs, a charge that was never explained to us and was not clearly outlined in our contract. Following 4 unanswered calls to customer service at the time of delivery, I was able to get a hold of someone and found out that the charges are posted in their office, in Naperville, IL, if I wanted to come see them. And if I wished to argue the charges that they would just put my belongings in storage and charge me more. Furthermore, if I wished to make a grievance or take legal action, their contract states that we can only use a specific legal agency out of Naperville, IL. My complaint was refuted with rude service and threats of extra charges.
In the end, we had to pay $3,017.66 for this move, $1,123 more than what we were quoted. Our belongings arrived nearly a week and a half after they had promised us, an uncountable number of phone calls and messages were unanswered and not returned, and we endured rude, unreliable and undependable customer service.
If you are looking for a moving company, DO NOT use White Glove Relocation Services out of Naperville, IL. While their quote may seem reasonable, they are not dependable, dishonest, and lack any level of customer service. This was the worst service we have ever received and will never use this company again.
