December 2023 by Stephanie du Pont
This was the worst customer service I have ever experienced, and I sincerely hope the leadership of this irreputable organization see this review and hold the staff mentioned accountable.I scheduled a move from Oakland, CA to Portland, OR. I worked with Alex Nolan and her manager. I was assured that if I paid the expedited fee of $750 that my items would arrive by 12/16/23. I paid the expedited fee and the movers picked up my things on 12/12/23. I made sure to remind them that I paid for the expedited fee and confirmed I would receive my items on 12/16/23. My items were never delivered. When I called their quality assurance department, Jasmine Perez, informed me that she would not refund me the fee because they could not deliver before the first delivery date of 12/16/23. I reiterated that my items weren't delivered at all and they were past their timeframe to deliver my items. She insisted she would not argue with me and that no refund was available and that they technically had until 12/20/23 to deliver my items. I asked to speak with her supervisor and she said she didn't have one. I asked who was above her and she said the president and he didn't take calls.Shortly after speaking with Jasmine, Alex's manager called me. She said this was a failure of the sales team because they should have informed dispatch and the driver not to list 12/16/23 as the first available date. She said she spoke with the dispatch and told them to refund me and she confirmed my items would be delivered on 12/20/23. I was supposed to receive a call in the morning with my delivery time.On 12/20/23 I never received a call. I left messages for the sales department, dispatch, customer service. I even texted the mover that loaded the truck. No one responded until 3 pm. Jasmine Perez called me back and informed me that they would be refunding me my expedited fee but that my items weren't in the scheduled to be delivered this week. I told her I spoke with someone yesterday who said my items would be delivered today. She stated that she didn't know anything about that and that since she refunded me the $750 I was no longer on the expedited list and they had 21 business days to deliver my items. I asked to escalate this to get me on the schedule and she said there was no one above her. Dispatch would give me the same information she just did and that they didn't have a route to Oregon.I am living in a condo without my clothes, shoes, coats, pots/pans, books, cutlery, toiletries, etc. Everything I own is in that truck. I am sleeping on the floor. And they cannot do anything. And since they missed their delivery window and refunded me they now are claiming that the contract is void and they have 21 days to deliver my things.I DO NOT recommend this organization. This is the worst customer service experience I have ever had. I plan on telling everyone I know in the industry to steer people away from this organization.
