Multiple things went wrong with the entire moving experience. NC to WI 1 bed 1 bath apartment. I was debating if I should u-haul when safe hands sales team approached with a very competitive offer that was only about 3K compared to the 2K if I had U-hauled (fuel, insurance, car tow all included). I figured the 1K premium is justified for the convenience. The sales team was super responsive, assured that the estimate provided was more than sufficient to cover everything I needed to move. I sent them a walk-through video, completed an inventory list with pictures attached and documented all the items to be moved, even clearly communicated when I need my stuff at the apartment in WI. No one from their team even hinted of potential discrepancies. Sales team gave me all sorts of assurances that the pick up and drop off will be as discussed, with a +/- 1 day deviation. I figured that's acceptable. Pickup was 1 day delayed, which was fine, but at pickup, the team lead informed me that it would cost 1.5K more due to additional space required in the truck. 50% deviation from the initial estimate came as a shock. The pickup was on a sunday and the office was not reachable. It was too close to look for alternatives and I already paid close to 1K deposit which was non-refundable at that stage. I had no choice but to go ahead. I expected 5 - 10% increase, but 50%? On top of that, delivery did not happen on my expected date, as promised by sales. The delivery team told me they already sent me the documents specifying the acceptable number of days based on miles to be driven. I expected the sales team's assurance would supersede anything else, but apparently I was bait-n-hooked! Another shock after the unexpected price hike. But the disappointment didn't stop there, based on their maximum days range, I should have received my stuff max within 10 days, but they took another 5 days citing driver availability. I had to buy stuff as my work in WI already started and I didn't receive my things yet. I also had to take half-day off on the day they actually showed up. And the disappointment didn't stop even there. The delivery experience was poor. The driver was accompanied by 2 helpers, 1 guy was very friendly and sincere with his work, but the other guy was rude and mishandled the boxes. The pickup team was also good with my items which is why I am giving 2 stars to acknowledge the few personnel they had that were actually nice to work with. Throughout the process, I tried multiple times to reach out to the customer service team to get things sorted, tried to get pricing adjusted, dates confirmed, none of which were resolved. The customer service agent I was assigned assured me he would get back to me once the move is completed and he has all the documentation, but it has been over a month and no response. I reached out via email and phone multiple times over the weeks but no response. While unboxing, I found multiple items broken like glassware, ceramic ware, frames, magnet board, book shelf, for which I emailed customer service, again no response. For paying close to 4.5K, the service was extremely sub-par. Based on my experience, I would not recommend this company for interstate/long-distance relocation. Update after company's response:If you are just going to rebut all my concerns with excuses, then at least get the facts right. I sent the full inventory list with pictures. I actually removed a few large furniture items from when the sales agent quoted me, so the load is actually lower than the video walk through I sent. The pickup team told me that this always happens, system does not calculate enough space based on inventory. And what discount are you talking about? The only discount I got was during the quotation process and the quoted price was $2932.95. My final expense was $4586.70, including a $100 surcharge at delivery (which is a whole another issue, like it is a single building and they walked from loading dock to service elevator, all in the same building, and still charged for distance?!). Regarding the schedule, I clearly explained to the sales agent my preferred dates and he assured the dates are feasible. If it wasn't, I should have been notified prior to finalizing schedule. I gave this feedback to supervisor as well.Regarding the breakage of items, ya I am not holding your team responsible for wrapping the items, but the way the delivery guy just threw the boxes worse than an airport loader is extremely concerning. Customer service told me he will get back to me after the delivery is completed, but after multiple emails and leaving voice messages, I did not receive any response. So, I did not have a choice but to leave a review, and voila, instant response!
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