Terrible Experience
Please listen to me. DO NOT USE THIS COMPANY. IT HAS BEEN A NIGHTMARE, EVERY STEP OF THE WAY. I rented out my home and moved my items to clutter while i looked for a new place, first they took a riduclous amount of time to pack the items so that it would exceed the free 5 hours and charged me over $150. Next i tried getting a file out of my storage, I had to drive 3 hours away to the middle of nowhere to pick up the item and was charged a $150 restocking fee, to pick up my own item. Then most recently, I scheduled to have my items delivered because I have a new place. While scheduling it over the phone the lady made a mistake and canceled it and rebooked it correctly, and they charge me a $100 cancelation fee, for a mistake that they made! They outsource their customer service to India, and the specialists are not helpful at all, they cant solve any actual problem, they just say they are filing a claim and the claims never get resolved. The last straw, it came time for my apointment this past saturday 11/22 they messaged me the DAY OF during the appointment time stating the apointment was being canceled due to a "major operational issue" and rescheduled the the appointment to the next day - November 23rd. I called in and spoke with their India customer service team, all they said was theres no possible way to help and that i have to wait until the next day. Mind you I had paid for help already, and had other people who had taken time out of their day to help and they were telling me this last minute. Then the next day, Sunday, i had re-hired more help and the same thing happened AGAIN. They texted and emailed me stating "Due to operational issues, we will not be able to service your appointment today," and this time they rescheduled me all the way out to December 1st. I now have to change travel plans and miss work, to accomodate this new date that doesnt work for me which is a week day. I called and complained they provided no solution, i told them that date doesnt work they would not budge. They said if i chose a weekend, it's likely the movers will call out of work, so this is why they moved it to a Monday (weekday) because movers dont call out as much on weekdays. So come to find out the "major operational issues" relate to their movers calling out of work day of. This company advertises itself as picking up your stuff and storing it and then allowing you to schedule delivery, but I have had a issue at every step of the way, but the final step has been eggregious. If customers are not allowed to schedule weekend deliveries of their items without significant risk of cancelation because of their movers canceling, and this is a known problem, this should be made clear upfront. instead they say what they need to say to get your money, and them they screw you over on the back end with absolutely no remorse. Meanwhile they charge you for every little thing along the way, even for their own mistakes, but yet they will completely screw over your and make their unreliable movers your problem with no recourse. They dont have state side customer service, they outsource to India and dont equip them with the adequate tools to actually solve your problems. This has been a traumatic experience. I have no clue when I will actually get my items, this has cause me and my family alot of pain. PLEASE, SPARE YOURSELF., DO NOT USE THIS COMPANY.