Complaint Review: Premium Relocation; Across America Moving & Storage; Rent.com

In early January 2006, I found Premium Relocation through Rent.com. A "senior move advocate," whose name switched from Jay M. to Javier (depending on the day), gave what seemed to be a reasonable moving estimate over the phone. For $1328.50, we could move 2000 pounds worth of stuff from Thousand Oaks, California to Redmond, Washington. He estimated that the delivery would take 5-7 days.

Initially, Jay told me the deposit would be $500 of the $1328.50 total. By the time we received the contract via fax, the deposit jumped to $650. Although I questioned Jay about the change, he assured me the total cost would remain the same. So, my boyfriend completed the contract and paid the $650 deposit on January 11.

The pickup date was scheduled for January 24th. Sure enough, on Jan. 23rd we received a call telling us that our belongings would be picked up between 7-9 AM the following day. At 8 AM on Jan. 24, movers sporting sweatshirts that read "Across America Moving & Storage" showed up. A stack of forms were presented and one mover with a very thick accent "went over them" with my boyfriend. Not wanting to delay the pickup, my boyfriend skimmed the forms and signed wherever the mover requested.

During the pickup, several small items were collected and placed in a large wardrobe box supplied by the movers. Within an hour our belongings (totalling a mere 33 articles) were on the truck. Once they were finished, Ezi, the mover in charge, notified us that the "long haul" to the truck, coupled with the small amount of wrapping materials they used (1 wardrobe box, some tape and cellophane wrap for a mattress and a desk chair) would cost an additional $61.50. Moreover, we were expected to pay now -- not upon delivery. Although the distance seemed exaggerated and the additional cost a little hefty, we agreed to pay because thus far the movers *seemed* kosher. We were even foolish enough to provide a tip after the movers told us they would not be the ones delivering our goods.

Indeed, we didn't sense the trouble we were in until Premium Relocation started giving us the runaround about the delivery date. The estimated 7 days came and passed, yet, lo' and behold, no delivery. Every time I called I was transferred to "Barbie," who provided no information and was unpleasant to deal with. Eventually she gave me the number for "David," the dispatcher with Across America Moving. Contrary to Barbie, David was *full* of information -- "Oh," he said, "on the contract you requested the delivery for after February 5th... so why are you complaining?" (It was then late January). This was clearly an invention, and when I requested a copy of the document to which he was referring, he informed me that his scanner was (conveniently) broken.

I won't get in to all of the details, excuses and lies... suffice it to say, Premium Relocation AND Across America Movers are trouble. As days passed I became convinced we would never see our belongings again. We were sleeping on the floor, eating fast-food every night and sick with worry. How could we be so naive as to pay before delivery? My boyfriend and I are both university educated but we still fell prey to the oldest con job in the book. I was averaging 10 calls to Across America per day and spending my days moping around the apartment hoping the movers would show. Alas, they did not.

On February 14th (just 2 days ago), through some wild twist of fate, we actually received our stuff! And, as it turns out, the delivery guys were the same ones we met at pickup. They wanted another $75 to carry the boxes from the parking lot, down a few stairs, to our apartment. We refused to pay any more money and told them to leave the articles on the sidewalk. They obliged. All of our stuff appeared, in tact (they even presented us with an additional box which we returned to the truck). We exchanged a few words with the movers, signed the release, and carried our stuff into our new home without their help.

The major insult/crime Premium Relocation and Across America Moving & Storage committed in this instance, was lying about the delivery date. The estimate we were given was for 5-7 days after pickup. We received our belongings 21 days after pickup. We paid $60+ over the estimate, spent countless dollars eating out and replacing necessities, as well as an undetermined amount of money making long distance calls to each company. Furthermore, the emotional turmoil we endured during those three weeks is more than I can describe. Please protect yourselves against this kind of scam -- find a reputable company, research it, and know your rights and responsibilities before you hand over any money or belongings. Good luck.

Rachel
Redmond, Washington
U.S.A.



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