WHITE GLOVE “SERVICES” OFFERED ME $100 TO WRITE A GOOD REVIEW
Lisa
Submitted this review about
White Glove Relocation Services
Review made Live: 1/6/2012 8:56:00 PM
And I turned them down flat. Here’s why:
I had an unexpected move come up. I had three weeks to find an apartment, transfer grad schools, and hire a moving company. I called several places and then talked to a “customer service representative” at White Glove relocation services. I use the term “customer service representative” quite loosely. He quoted me at 950, and was certain that my stuff would not go over the weight limit. He also told me that he had a “reputable company” and wasn’t like the other places that would have hidden overage charges. That was the first of many lies. He then told me that my stuff would arrive “a couple of days” after my move. Another lie. Here is what really happened:
I called and called, and was finally told that the movers would arrive between 11am -2pm on Dec. 28th. Then the movers said it would be 12:30. I never actually got a call from them except the initial call. I had to keep calling. I called at 12:35 and was told it would be 1:45. I said to just come at 2 because I had an appointment. They finally showed at 2:45 pm. Two guys showed up. The first thing the mover did was jam a vertical quarter between the top of the door and the wall. It etched a visible ridge into the wall and the door.
I then found out that my boxes were supposed to be taped shut. My customer service representative never told me that. Oops, that’s 5 dollars per tape roll for a total of 5 tape rolls. 25 more dollars. They didn’t tell me that there would be a charge for how far my apartment was from the truck. Another 150 dollars. They didn’t tell me that they would charge me 62 dollars to saran wrap my bed to “protect” it from bed bugs.
It took two strong men THREE hours to load my stuff in the truck. They were gone 20 minutes each time and the guy reeked of smoke every time he came back. I may not have to pay them by the hour, but I was expecting them to complete their task of moving a studio’s worth of furniture in less time than it took my mother and I when I arrived last year. After three hours I had things to do, like clean, pack my car, and I wasn’t able to get started until 5:35 pm.
They were rude, didn’t listen, and were not friendly. I had to remind them three times to pack my small TV and my computer monitor. Every time they thought they were done with the big area they would ask, “anything else?” I said, “yes, the computer monitor and small TV.” The third time I reminded them they finally did it. They forgot my bookcase in the lobby of my apartment complex, and didn’t even apologize when I brought it to them. I said, “you forgot this” and then said, “oh.” They didn’t even care.
I asked if I could pay with a credit card, and one of the movers claimed he called to ask. Another lie. He told me I could only pay with a credit card for a 10% surcharge. I said fine. They told me my stuff would arrive on the 30th. Another lie. So, as I’m moving they call me to announce that my belongings will be there between the 31st and 2nd. I call my customer service representative: no answer. I must have called 30 times and left four messages before someone finally called me back the next day. She was polite, and politely made excuses. She promised to refund 87 dollars which was conveniently forgotten. I complained about not being informed about hidden charges after I was assured by her customer service representative that I was working with a 5 star company. She said that everyone denied sending me an e-mail about the charges.
January 1st rolls around and, of course, my stuff still hasn’t arrived. I am then told it will arrive on the 2nd. I call the 2nd…oh what a shocker it’ll be here the 3rd. I call the 3rd: oh it’ll be here between 3 and 5 pm, and by the way did you know you can’t pay with a credit card? I had to clean out my bank account to get the cash. If I didn’t they would charge me for storage. I call to speak to the supervisor: here’s a shocker, she’s not in today. And, oh, someone quoted the e-mail that everyone denied sending to me.
My stuff finally arrived at 6 pm. Not off to a good start: an hour late. However, here’s what really was the only pleasant shocker of the entire experience: these movers were AWESOME. The two moving guys who arrived were understanding, efficient, polite, and kind. They brought my stuff up, worked with me to make sure it was all there, and even helped me move some of the furniture that I wanted in a different spot. They made small talk, they asked me about my moving experience so far. They were enjoyable and fun, and they treated me with respect. They made my day, made my entire move. I wish everyone had been as considerate, thoughtful, and HONEST as they were. They were the ONLY good part of this whole company. If everyone had been even half as nice as they were, or competent, this would’ve been an amazing company. It’s hard to believe they work for White Glove Relocation Services.
I will say that almost everything was in perfect condition. One of my bookcases had a panel in the back that came off, and my already loose desk got more broken on the trip. However, nothing else was broken. Although, they did almost give me a step stool that wasn’t mine: the first two movers had labeled it as mine. I had never seen it before.
Well the next day I called and asked about that 87 dollar refund, which they will “process” soon. (I am still waiting three days later for it to process). It was then I was told that I would be offered 100 dollars to write a good review. I told them to not bother, because I wasn’t going to be writing a good review. I suspect that a bribe is the ONLY reason that this company has ANY good reviews. I also couldn’t believe they thought my integrity was for sale. They knew I had been having a MISERABLE time with this company, and they still tried to bribe me. Wow. That’s all I have to say.
So I was originally quoted at $950.47
Here is what I actually paid:
Original estimate: $1135.40
Minus discounts: -$190.00
Weight overage of 565 lbs at $0.67 per pound plus 18% fuel surcharge: $446.69
Packing (two mattress wraps, 5 rolls of tape: $87.00
Long carry fee: $150.00
Minus payment: -$283.62
Total due at delivery: $1,345.47
Here’s all I have to say: don’t bother with this company. While those movers were exceptional, the people in the office are obnoxious, and will drive you crazy. They will make your move stressful, horrible, and a royal pain. Do yourself a favor. Don’t listen to the good reviews. They were probably bribed. Take my word for it. Go with a different moving company.
