Don't Use This Mover!
Marsha in Syracuse
Submitted this review about
State Wide Relocation
Review made Live: 6/18/2012 6:29:00 PM
My daughter and her boyfriend arranged to have 34 household items moved from Staunton VA to my home in NY on Sat. June 4. They were promised that the goods would arrive the following week by Weds. This was critical as they would only be here that week, prior to my daughter's relocation to Boston. The items were to be stored in the basement of my home. After several days of unreturned phone calls it became clear the items were not going to get here on time. Finally we were told they were in a warehouse in NJ, waiting to be combined with another shipment. On Friday June 15, I called customer service and was assured that the rep. I was speaking to would call me on Sunday or Monday to tell me when the goods would arrive, and that the delivery would be scheduled around my full-time work schedule this week. On Sunday, the driver called my daughter's boyfriend (not me) to say they would be here between 8-10 AM today, June 18. This morning at 7:00 AM I called the driver and confirmed delivery for 9:30-10:00 AM. At 10:30 AM I called customer service to find out why they weren't here yet. After about 20 rings, the same rep. to whom I spoke on Friday put me on hold for 10 min. then came on to say they were "stuck in traffic" and would be here around 11 AM. When I asked why no one had called to tell me that, she said they didn't have my number. When I reminded her that not only had I spoken to someone on Friday and left my number, but that I had also called the driver this morning, she rose her voice and said the driver's phone had died. I then asked why she didn't call me and she said that she didn't know that the delivery was coming today. I asked how she could have told me Friday that she would call me on Sunday or Monday with a delivery time if she knew she wouldn't know it over the weekend. She then began yelling at me about her brother having emergency surgery over the weekend and HOW SORRY SHE WAS THAT SHE CHOSE TO SPEND SUNDAY WITH HER FAMILY AND NOT AT WORK AND HOW SORRY SHE WAS THAT SORRY WAS NOT ENOUGH FOR ME, etc. etc. to that effect. I thanked her and hung up.
The merchandise arrived shortly after 11 AM. The driver and his team were pleasant enough, and did apologize for being late, although I did not appreciate that one of them felt the need to leave a bowel movement in my bathroom. Surely there are public restrooms between NJ and NY! it is obvious to me that the employees of this company lie without compunction in order to 1. get business; and 2. get customers off the phone when they do not deliver as agreed upon. As to the customer service rep., I obviously have no way of knowing whether she had a family emergency or not this weekend, but I do know that she can not handle the stress of her job. Clearly no one ever told these people that yelling at customers who have multiple and legitimate reasons for frustration is not called "customer service". This person should be replaced by someone who wants a job XXXthere are certainly enough adults in the country who want work. And they clearly need a better internal communications system.
I completely agree with other postings on this site: Do Not Use This Mover!
