Review Report Review
Coffee table and bookshelf broken, boxes opened and untaped, items removed during transit, other boxes torn apart, company unresponsive

Saebra Submitted this review about We Move U Inc.
Review made Live: 1/19/2018 1:52:00 PM
Look at the pictures. Filed a claim with BBB and speaking with a lawyer.
Three legs broken off the coffee table, boxes were untaped and opened, suitcases ripped, hole punched in the back of the bookshelf, items (books and clothes) damp, furniture padding torn so everything was scratched, one of my boxes had been opened, everything removed, and then dumped into a different box that they company owned. Customer service told me that was unacceptable and against protocol and then did nothing.

Almost all of my boxes had been untaped and/or opened.

I had to call them repeatedly, daily, for nearly a month just to get the claims form and have been told for almost two weeks they were emailing me a refund for an additional charge "soon" "this week" "today" and I still have not received it. They do not respond or follow up once you sign a contract. It was difficult to contact the driver despite being guaranteed a 72 and 24 hour notice before he arrived. He kept telling me he wasn't sure when he'd come until the third day of texting when he said he'd be at the house in a few hours with no prior warning.

Pick up team was great. Nobody else was. The company told me they'd be in contact when my items shipped from the depot. I got a call two days later with a "maybe" they were leaving today and I'd hear back by the end of the day. I didn't so then I called everyday until I got ahold of someone who told me they still hadn't shipped which was over a week from when they were picked up.

The sales woman told me repeatedly it would arrive in 10-14 days. We spoke 3+ times about the delivery date and even pushed back the pick-up date she was so confident in this estimate. Took 20 days, 1 day less than the legally required time they needed to arrive.

Sales woman also told me that the street I lived on was fine and wouldn't need a shuttle service. We discussed it several times and she confirmed twice that the street would accept the truck. Customer service told me a week later (once I'd signed and things were picked up) that there was "always" going to be a shuttle fee so they were sorry for the "confusion." They obviously had the delivery address the entire time but didn't communicate there would be a charge until the items had shipped, I had signed a contract and paid. The truck came and then they charged me an additional $350. I was only told of this fee a couple of days in advance of delivery, meaning over two weeks after my stuff had been picked up.

I called the saleswoman and she told me to "be sweet" to the driver to see if he would remove the charge. That's the only help I got was to be "really nice and ask" him to not charge me for a service that I was told I wouldn't need. I wouldn't have chosen the company had I known it would be $350 more than the estimate especially because apparently they knew the whole time. I paid under protest and am in a BBB investigation and waiting to see if they follow through on anything to have to take it further.

When I complained that my boxes had been opened (taped removed entirely or sliced open) they originally were very upset and said it was unacceptable. After two weeks of calling and not being responded to I got a very brief email that the driver said the boxes ripped because they were too heavy and did not address that they had been illegally opened and items removed. Frustrating since everybody assured me that this was unacceptable and continually brought up financial compensation and then stopped answering me suddenly.
Shipment Details
Origin State:
New York
Pickup:
On Time
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
4487232
Quote or Order Cost:
$1735

Car Condition
  • Vehicle was dirty
  • Vehicle was damaged