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Terrible Customer Service

Submitted this review about American Best Moving Services, Inc.
Review made Live: 2/16/2012 12:09:00 PM
I'd like to preface this by explaining that I've moved 10x in 10 years and four of them were cross-country moves. I have had many experiences with movers and this is the only time I have ever needed to complain. I will give American Best Moving credit where it is due. The movers who picked up our stuff in Pasadena did a great job. They were really thorough in wrapping things up to make sure that nothing was damaged or scratched. If we'd moved locally and had only to deal with those 3 guys, I think we could have had a good experience. My husband and I moved to North Carolina, and they agreed to deliver our things one week from the date that they picked it up. Yes it's a tight window, but they said they could do it and that's why we hired them. On the Wednesday they were supposed to deliver, they said that our things would be here until the weekend. After that, people stopped responding to our messages or claimed that they couldn't help us. Our things didn't show up that weekend, and we couldn't get a single person to talk to us...people just shuffled us around to other people or promised to call us back and didn't. On Tuesday of the week after we should have gotten our stuff, we were finally able to speak with a manager, Alex, who promised that our things would arrive with 24-48 hours. They did not. On Thursday, we got a phone call from the driver saying that our things would arrive between 4-6pm the next day. My husband took a half day off work. Our things didn't show up. Friday night, we called Alex who responded that b/c it was after 7pm, nothing could be done and we'd need to wait until morning to know if the driver was even on his way. Eventually, he gave us the dispatcher in New York's number. The dispatcher in NY told us that our stuff was in Alabama and wouldn't be in NC until the next week but he didn't know when exactly. Our things finally got here Sunday morning and only because we demanded that we be the first stop in NC. The loading dock was already occupied by other movers because we hadn't been able to make a reservation (since we had no clue when they would show). Because of this, the movers charged us an ADDITIONAL $100 for making them wait. Obviously, the movers found it unacceptable to wait 1.5 hours even though they'd made us wait 12 days after the promised delivery date with no refund. Some of our things were damaged and one box is missing b/c our things were not shipped cross-country in the truck they were picked up in but were repacked (who knows how many times). I ended up filing a BBB complaint, and they responded by calling me a liar. This was the worst customer service I have ever experienced.