Complaint Review: Nationwide Trusted Movers

I was moving from Los Angeles, California to Cleveland, Ohio. My husband and I hired Nationwide Trusted Movers with an agent named "Tom." They gave us an estimate of $1569.00, and after speaking to them over the phone to attempt to validate their business, we agreed. They told us to expect their movers to arrive between the hours of 11-1 PM on May 31st, 2012. We reserved our apartment freight elevators for the time that they had told us. They arrived that day at 2:30 PM - 1.5 hours after their latest expected arrival. But, the story gets worse. They were given strict orders by our building: 1. Do not use the elevators other than the freight elevators (for if they damaged those, we would lose our $300 deposit for the elevators), 2. Do not block the exits. They did not abide by both orders, repeatedly, and we were continuously reminded by our apartment building staff of their defiance and disrespect. They worked beyond the 5PM finish time, which also irritated our building because 1. they were late, and 2. they were on the phone half the time or "gone to talk to someone in the business." They also forgot to pack an item we designated for the move and tried to convince us for 15 minutes that we should try to fly across country with a wall mirror rather than pack it. How ridiculous is this? When we mentioned how dissatisfied we were, they told us, "It's not our problem. Call customer service." The nightmare doesn't end there.

We decided that we wouldn't be so harsh. Maybe there were circumstances to why they were late, and maybe it was their English comprehensive skills that made them not remember the rules about our building. The man who was placed "in charge" of our move in California told us to expect our items in 7-10 business days. On the one week mark, we called the number provided by the company to check on our order. We were told to call another number, their "business customer service" number. When we did, they told us they could not tell us the status of our move because it was "not yet in their schedule." This made us begin to worry. We then waited a few days, called again, and this time we were given the same answer but with no regard for our concern as customers without any furniture or personal belongings (and no track of where the items were.) At this point, we mentioned our frustrations from the move in California, and they immediately waived the problem saying they have nothing to do with the movers in California. Hmm. What? That doesn't make sense.

Ever since then, we've called the company weekly - from June 6th to now June 27th - asking for the status on our move. Sometimes, they will tell us that we are "close on the schedule." Sometimes, they will tell us that they do not know. And every time I mention my frustration, they tell me several things: 1. that I don't understand the moving business, 2. that I am being irrational, 3. that they have no reason to care about the fact that my belongings are in their care and they have no desire to bring it to me,  and 4. sometimes, they will even just put me on hold because they say they can't seem to communicate with me. This representative/manager's name is Lea.

I just don't understand what business is completely content with the fact that their customers are upset/angry/dissatisfied with their services, however tiny print their contractual terms may be laid out. They have never been apologetic, never had the desire to communicate (Lea actually stated, "would you want me to call you every day to tell you we haven't moved your items?" REALLY???), and never attempted to get things to move along and only use the "we technically have 30 BUSINESS days from your expected arrival to move your things."

I want everyone to know NOT to use this business.