Complaint Review: Safebound Moving

Don't forget to check out their BBB rating and 1-star ratings on other sites, which are consistent with this one 

Would not recommend this company unless you like 1) bait-and-switch pricing, 2) changing rules mid-stream, 3) ZERO customer service, 4) putting off your delivery until the last possible moment before going to the state attorney general, and 5) having several items broken.

1)      Bait-and-switch pricing. We did a virtual tour of the home covering every room with the sales rep Luke Mandly.  Mandly’s first estimate was $3,200.  We told him it was too low.  He came back with an estimate of $3,800.  When the moving crew arrived at our home, the crew chief estimated the move at $7,300!  We were floored.  How does a company underestimate by almost 50%?  Well, the crew said it happens all the time (Code: standard operating procedure).  They gotcha! (it’s moving day, you’re on a schedule and they say they want 50% more?).  After a back and forth with the Manager at the home office, Mike Stockbridge, he agreed to take $1,000 off.

2)      Changing rules mid-stream.  I paid a deposit, then more $ when Safebound picked up my belongings, then more $ before they unloaded their truck at my residence.  All three were paid by debit card.  When I paid my initial deposit, I told Mandly I did not want to be charged the 4% credit card fee since it was a debit card.  He agreed to waive the fee.  When it came time to make payments # 2 and 3, Stockbridge would not waive the 4% fee.  After calling him several times, I finally gave up in frustration (Gotcha!).

3)      ZERO customer service.  The company has a customer service # but it’s useless.  It’s an automated voice mail with a couple of extensions.  No one actually answers the phone, it goes to voice mail and no one calls you back.  Imagine, you’re moving, trying to set your travel plans (plane tickets and/or drive time and/or hotels) and they are not professional or courteous enough to return your calls. 

4)      Putting off your delivery until the last possible moment.  According to the agreement, they have 14 days after pickup to deliver your items.  Well, they took the full 14 days.  In the meantime, I’m extending my hotel stay not once or twice but three times.  And of course, during the hotel stay, I would call and leave messages with no return call.  I actually asked Mandly before paying the deposit if my belongings were going to their warehouse in south Florida and sit there for an extended period of time and he said of course not.

5)      Several items broken. Three boxes were damaged and had been resealed.  The items inside were damaged beyond repair.  It was obvious that while in the company’s possession after the initial pickup, the boxes had been dropped/damaged during loading and/or unloading at their warehouse before being reloaded into another truck for the final delivery.       

In summary, the $1,000 “discount” was more than eaten up by the 4% card fee, the additional costs of hotel and meals and the broken items.  Just remember: Once your initial deposit is paid, you lose all your leverage because they Gotcha!