Guardian Moving and Storage Guardian Cargo Logistics, Chris Brown, Maxine, Gabriel Unprofessional customer service (Maxine/Carla), sales rep disappears after sale (Chris Brown), service very poor and does not expect fair expectations (they did not show up when they were supposed to Hilo, HI, Internet
The experience started out fine when the sales rep, Chris Brown, was attempting the sale. He provided a very efficient quote and provided fair information which made the company sound legitimate and responsible.
Once the household and automotive moving quote was booked and I made the commitment with the company, the communication dropped off and the sales rep was nowhere to be found via phone nor email. Finally, I got a hold of another sales rep, William, who assured me that everything was on schedule and will go smoothly
Fast forward to the move date since I booked the service about 6 weeks in advance, they never called to confirm the arrival of their moving crew even though they were supposed to 24-48 hours in advance. I took the liberty of calling their joke of a customer service department. They completely gave me the wrong information and said that their office messed up. The office/dispatch did not schedule the moving crew the day they were supposed to arrive and said it was supposed to be the next day.
Since the move is from Hawaii to Los Angeles, this is unacceptable since we have planes to catch early morning the next day. I called the customer service department again to straighten everything out armed with a paid quote guaranteeing service on the supposed date.
The customer service manager, Maxine, was very condescending, rude, unknowledgeable, insulting and unprofessional. Naturally, I was frustrated at the situation but she did nothing to appease my broken confidence to the company. She even said, "we can refuse service anytime" to prove the point that she was in control and I, as the consumer/customer, was of no value to their company.
Guardian Moving and Storage aka Guardian Cargo Logistics will make your already stressful long distance move even more exasperating and they will take no responsibility nor value your business.
4 Updates & Rebuttals
Ripped Off
Orange Ca,California,
USA
same issues with this company
#5Consumer Comment
Sun, September 27, 2015
I had the same problem as above with Chris Brown and he company is a complete rippoff.. damage goods , 40% over what they quoted, no response from the company onece they ahd our goods excepted to add a $2000 storage fee......buyer beware !!!!!
Take Action
United States of AmericaLegal Recourse
#5Consumer Suggestion
Tue, September 27, 2011
Boosting charges over estimates on delivery is a common scam.
I am currently dealing with Guardian Moving and Storage (aka Guardian Moving & Storage; aka Guardian Cargo Logistics). After a lot of research, I discovered that they are based out of Los Angeles, although they claim to have offices throughout Hawaii.
After consulting attorneys, I was told that without a signed contract and only an email/oral contract, it is better to pay the amount demanded and then file a claim in court for extra charges. Don't forget to obtain a detailed bill to produce as evidence. However, small claims court can be expensive when they are not based in your hometown (I reside in Hawaii).
According to an attorney, outside of court, there are many avenues to deal with unscrupulous, dishonest or negligent moving companies:
The first government contact you need to file a complaint with is the Federal Motor Carrier Safety Administration (FMCSA). They have recently streamlined their process, and even if you have filed previously with them using their old system prior to (1/1/2003), you should file with them again. It's easy to file a complaint online using their web site at Commercial Complaint Form Information (http://www.1-888-dot-saft.com/CC_Info.htm), or toll-free by phone at 1-888-368-7238.
You should also file a complaint with the Department of Transportation's Office of the Inspector General. Although they don't have a system in place that is as easy to use as the FMCSA's, you can email them at hotline@oig.dot.gov.
Next, you should find out if your mover is a member of the American Moving and Storage Association (AMSA). You can find out by calling the AMSA at 703-683-7410, or by sending them an email to info@moving.org. If your moving company is an AMSA member, then they have agreed to participate in the AMSA Arbitration Program. You should file for arbitration with the AMSA by following their guidelines on www.moving.org (http://www.moving.org).
You should file a complaint with the Better Business Bureau even if the company is not a member. You can file a complaint with the BBB online using their web site at United States and Canada BBB Consumer and Business Reviews, Reports, Ratings, Complaints and Accredited Business Listings at www.bbb.com (http://www.bbb.com).
You can also file a complaint with the Federal Trade Commission (FTC).
808Morgan
Honolulu,Hawaii,
United States of America
Guardian Movine and Storage did a horrible job
#5Consumer Comment
Tue, July 06, 2010
They managed to pick my stuff up on time in Hawaii, but it was delivered late to Colorado and most of my stuff was damaged, broken or just didn't show up. It looked like they let monkeys play with our stuff, all the stuff looked like very little care had been taken. Some of our stuff is missing, including a box with the engine to my 1960's Vespa, not a cheap thing for them to loose. Overall it is shocking.....
Guardian Customer Service
Los Angeles,California,
United States of America
Guardian rebuttal
#5UPDATE Employee
Thu, June 03, 2010
Guardian Moving & Storage would like to offer a response to posted comments. Mrs. W. is correct in her assertion that Guardian mistakenly entered and scheduled her move a day later then she had booked it for. Once the client made us aware of the mistake our dispatch office arranged to have a moving team drive 2 hours to the the clients house to collect her belongings the very same day she had been booked for. So in the end the client was out of her home on the day she had reserved, just a little later then planned. The client did not receive the customary 24 hour confirmation call because the move was scheduled a day later in our system.
Mrs. W submitted her comments while all of this was happening and before Guardian had an opportunity to find a solution. Guardian staff are trained professionals who make it a point to always treat our valued customers with the respect they deserve.
We are very sorry for the added stress but this was a mistake which was quickly corrected and the customer moved the day she had planned to.
Guardian Customer Service