Customer service is just not a priority for this company. The initial sales call should have been a video call so they can accurately give you a price for all of the things that need moved. Secondly, we were scheduled an appointment for a quality assurance call on Friday (3-5 days before our moving dates of Tuesday or Wednesday). No one called me. When I called them, they said “we are just really busy, someone will call you either later today or tomorrow. No call happened on Saturday, and when I called them I was told the same thing. No call Sunday. I called them on Monday to find out if movers were coming on Tuesday or Wednesday (bc I couldn’t get a specific day nailed down from the beginning) and that’s when they reviewed my whole house on a video call. Literally 12 hours before movers arrive I find out my price is changing from 8k to 16k. When the actual movers (movers express with Nate and his crew) showed up the next morning, they were great and the only good thing about the experience. Nate called his boss and said how it was going to be more like 18k worth of stuff and the truck Brightside said he would need for us was BARELY going to work. Nate advocated for us and his boss agreed to the 16k price for our move. Thirdly, I called Brightside to speak to a manager that morning because I was furious about the no call no show which gave us no time to move our stuff on our own over the weekend. Good lord, if anyone gets Maya on the phone just ask for someone else. She was literally saying to me all of the phrases that are the worst thing to say to a customer and you train your employees NOT to say. She said “that’s not my problem” “you could just change your move date” “I don’t know what to tell you, the price is the price and that’s it” “no you can’t speak to a manager” “I’m not a manager but I’m the supervisor on duty, and I don’t know when I a manager will be here today”. Her lack of empathy was astounding. Lastly, regarding the drop off of our belongings, we were supposed to get a call 24 hours in advanced of the delivery date, and we got a 2 hour notice on the Saturday morning Memorial Day weekend. Just all around poor experience due to subpar processes at the beginning to ensure proper pricing, and then they don’t call when they say they will call so that you can plan.
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