An Incredibly Frustrating Experience from Start to Finish (Almost)
Kara
Submitted this review about
Infinity Moving and Storage
Review made Live: 8/12/2012 7:41:00 PM
My experience with Infinity reads like a comedy of errors - except that no part of the experience was fun or funny. From the beginning Maya promised great customer service, was emphatic that we would receive our items within 5-7 business days, and assured us that no matter what, it wouldn't take more than 10 days to move our belongings from Maryland to Michigan. Just to make sure, I had Infinity write in the contract that our things would be delivered by August 8th - 10 days after they picked it up on Sunday, July 29th. I figured this would cover us in the event that something wayward happened. The movers showed up a few hours late on Sunday, packed our items, and confirmed that it shouldn't take more than a week for us to receive our goods. The quote was way off and Infinity upped the price from 3.33/cu ft to 4.00/cu ft, but honestly compared to what came next those were minor (albeit annoying) details.
Fast forward to today. It is now Sunday, August 12th at 7pm and we STILL do not have our items delivered. It turns out that legally Infinity has 14 business days to deliver your items, regardless of what your contract says. I've been on the phone with a representative nearly every day, some pleasant, some rude, but most maddening of all, none of them have been apologetic about the fact that they are very late getting us our belongings, or that they completely blew the 5-7 day window everyone VERBALLY assured us of - which I now know not to pay attention to in the future. As a result, my husband and I have had our lives thrown upside down. We don't have much with us, and have no furniture, as we did not plan on being without our goods for two whole weeks. We've had to move around work, adjust our vacation schedules, and postpone or rearrange nearly everything we had planned for a three week period. The misinformation and dishonesty continues as we heard from the driver last night and he said he'd be here around 2pm today. He never called, or showed, and only just now returned our call to say they might make it tonight - at 9pm on a Sunday - which I'm sure the new neighbors will really appreciate.
Bottom line is this: Infinity over-promised and under-delivered, a huge customer service mishap. They have not bothered to try and compensate us for the gross inconvenience their misinformation has caused our lives. Their sales people clearly don't talk to their logistics folks, since there wasn't even a truck assigned to move our stuff (they didn't have one available to do the job) for over a week once they had it! Dealing with them has been frustrating at every turn and I would never, ever consider using them again. Since them writing a date in my contract didn't even guarantee delivery and safeguard me from this mess, I wouldn't recommend you use them either - unless you're able to live without your life's belongings for 2-4 weeks. You also have to put up with the fine print - make sure you read - live above the second floor? Have more than 15 steps in a flight of stairs? Can the truck make it within 75 feet of your front door? All of these will cost you more...
My things still haven't arrived, so when and if they do, if there's anything wrong on the delivery end I'll be sure to add it here.
