Complaint Review: Across USA Moving & Storage

1. Mark took my quote. I measured every piece of furniture in my apartment, and gave him detailed descriptions, including exact sizes. He quoted me for 567 cu ft at $1671. Due to his poor estimation (which is part of the service they offer) I used 800 cu feet and my bill shot up to $2718. That is an extra $1100 for only 20-30% more space.

2. Pick-up was scheduled for 10am-12noon by Mark. An associate called and confirmed it for 12noon-2pm. I said no, I had my entire day scheduled around 10am-12noon, including work. I asked for 10am-12noon and I wanted to get 10am-12noon. The movers showed up at 8:30am. I was barely out of bed yet, and didn't have my final boxes taped and I was not ready. It was really inconvenient.

3. The movers that packed my house asked me to go to the store and get them water. Why I don't mind providing the labor with water, I feel that being Texas in August they might have thought ahead and brought their own. I was also uncomfortable leaving 3 men alone in my apartment without supervision.

4. The main mover asked me to tip his men. I was intending on tipping; I think it is HIGHLY unprofessional that he requested me to do so. A gratuity is just that- a GRATUITY.

5. I specifically asked Mark if my job would be subcontracted and was told no, my things would be in possession of Across USA from door to door. This was false information as the company that delivered my furniture was Lightning Freight.

6. Upon arrival in San Francisco, the drop-off was scheduled for 9am-12noon. Someone called me to confirm the day before. I got there at 8am to be certain I was available. I was called at 11am and told they would be here between 1pm-3pm. I still had heard nothing at 3:30 so I called THEM and was told it would be closer to 5pm, which translates to my sitting in a completely empty apartment for over 9 hours. Apparently they spent all day moving my furniture from the Across USA truck to the Lightning Freight truck and then got stuck in 5 o'clock traffic.

7. The delivery team did not reassemble my furniture, which was part of my contract and I specifically asked them to do.

8. My box labeled "DVDs" was broken into and I had DVDs stolen. Probably about 12-15 total.

9. My antique furniture which belong to my grandparents was severely damaged. The furniture was pad-wrapped by the movers. The paint job is ruined on almost every single piece, and a table top was smashed so it could no longer be used. They also broke a piece of molding off a brand-new hand-made armoire.

10. Upon completion of the job, I started contacting Across USA for damage/theft claim info and to express my dissatisfaction with their level of service. I e-mailed him on 08/21 and 08/28. He told he on 08/29 he would have to talk to someone above him and get back with me. I never heard back from Mark and on 10/01 a girl named Michelle e-mailed me. I started from scratch with her and asked for a 40% refund ($1087.20). Between 10/01 and 10/15 we exchanged many e-mails in which she said all she could give me was $150. I sent her my address and asked her to cut the check immediately. I also filed a claim with their 3rd party Claims company, which they received on 11/30 (and sent e-mail verification). I was under the impression that I would receive $150 from Across USA in addition to whatever the claims company decided.

11. I never heard back from Michelle. I e-mailed her again on 12/07. She answered me on 12/14 that she had passed me off to her manager, who I never heard from.

12. I e-mailed on Feb 1 and Feb 27. On Feb 27, a girl named Jessica contacted me and she said she could only talk to Tracy about my refund since that's who's name was on the account. There has never been anyone but me on the account- I have never heard of a Tracy. She finally told me on March 2nd that the claims department received my acceptance of their refund of $384.60 on January 7th and they had 90 days to cut a check. She did not know anything about the $150 that Michelle had promised me.

13. I never got my check. I e-mailed Jessica on April 9th and informed her she was now past 90 days. She told me on the 10th her boss was out of town and would I please wait until Monday (the 14th) for more information. Since then I have e-mailed Across USA 6 times (April 14, 15, 18, 21, 20, and May 6) and talked to two people (Sharon and Wendy, who assured me her boss Jerry would call me back immediately, and has not).

14. I have also e-mailed the claims department directly twice, on April 18 and May 7th. I still have not heard from them.


Jamie
San Francisco, California
U.S.A.