After receiving an online quote and being impressed by the positive reviews here, I reached out to Nathan to ask for their service. Nathan was professional and courteous on the phone and set up process was prompt & easy.
The problems arose later on. They are a broker service and they find a carrier for you(atleast it was the case for me). This is important. My pickup was scheduled for a Thursday through Star One Transport (the actual carrier) and scheduled for delivery on Sunday. This was confirmed to me via phone and email by Nathan.
I was supposed to receive a call on Wednesday from the dispatcher for a THURSDAY morning pickup. They would deliver it to near the JFK airport on Saturday. I had made all my move and travel plans around this schedule. Lo and behold, on Tuesday afternoon at 4:00 PM, I got a call from the truck driver that they are coming to pick up my vehicle in 30 MINUTES and then they are leaving for NY right away. When I told them that the pick up is scheduled for Thursday, they simply refused to accept that is the case. I made a call to Nathan and left a voicemail. Not hearing back from him, I called him again in a few minutes. He told me that he is working to sort this out and promised to call me back. Meanwhile, I kept getting calls from the truck driver on what to do. I was getting worried that if the driver left, it would be too late to find another option. I kept calling Nathan again and again to get his advise. It was clutch time and Nathan never called me back or responded to my numerous calls or voicemails.
I was left to deal directly with the driver , with whom I had never interacted before. Fortunately, he turned out to be a great guy. He said he will postpone his plan and will pick up my car on Wednesday at a time more convenient to me. Since this was a day earlier than my original plan, I had to go rent a car for the day to go to work. This set me back by over $50. I reached out to Nathan to see if they will be willing to refund me $50 for the rental, since it was their fault, not mine. He put the blame on the dispatcher. I am never see-ing that $50. But more importantly, I am disappointed with the failure to take accountability on part of Nationwide.
I believe that the confusion was a genuine case of miscommunication between Nathan and the dispatchers. I understand that when you run a large operation, this can happen. I also believe that anybody can provide good customer service when things are going 'right' but great customer service is evident only when things go wrong. Here , when things went wrong for no fault of mine, this company simply disappeared from the scene and left me with holding the water. Moving is a stressful time and good customer service is very important.
On the bright side, the carrier they found for me was a good clean one. The driver promptly responded to my texts and was very communicative. He even cleaned the vehicle for me before delivering it ( I actually had to go pick it up in Queens since the truck could not enter Manhattan )!
If you chose to use this company, I recommend that you confirm all the details with the carrier as well so as to make sure that all 3 of you (you, nationwide, carrier service) are on the same page on all the details and there is no misunderstanding. Because if there is, by my experience, Nationwide will not take responsibility and fix it.
Shipment Details
Origin State:
Texas
Pickup:
Early
Destination State:
New York
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
624579
Quote or Order Cost:
$700
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