About

Important information

• Additional Info:

  BBB received a pattern of consumer complaint activity concerning billing, sales practices, and service Issues.
  
  In March 2019 BBB contacted the business in order to obtain their position.
  
  The business replied in March 2019 to address issues presented from complaint activity, and indicated they will continue to work with BBB to address incoming complaints:
  
  "We 100% take all customer complaints as constructive criticism and work on improving all experiences with our company by working on our procedure lists and making adjustments as needed. Below is a list of procedures that we have been doing since we increased the volume of moves. We have a customer service team that is always on call to speak with any customer to handle any concerns they may happen during the move. We also send the customer an email with all customer service numbers and emails so they can always get in touch with someone. Below is the growing list of procedures all customer service and dispatch follows for every move.
  1. Background Checks on all Carriers.
  2. We do a monthly assessment of all Carriers and go through all jobs that are serviced and if a carrier has too many issues like; damages, being late for delivery, or billing discrepancies we discontinue working with them.
  3. We call all carriers before every move, as well as perform a search on licensing websites to double check their licenses and insurance are current and up to date for each move they perform.
  4. We call every customer 2-3 days before their pickup to make sure their inventory is accurate to avoid any overages during pickup.
  5. We speak with Carrier and customers during all pickups
  6. We speak with customer at the time of pickup and explain any overages, if applicable, and all options before signing off on any paperwork to ensure they are getting all information.
  7. Letting all customers know exactly what will happen at pickup and letting them know to call our emergency 24 hour customer service line, if they have any issues whatsoever.
  8. Offering reimbursement if there was anything was expressed during our coordination calls that isn't being taken care of during their move.
  9. Discontinuing work with any Carrier that only accepts Cash as a form of payment. Cash or Postal Money Order is the forms of payment we tell our customers.
  10. We send all customer's a link to the "Rights and Responsibilities" handbook produced by the Federal Motor Carrier Safety Administration, before their move, and ask them to read. This pamphlet gives them a full breakdown of how The long distance moving industry works and what to expect and what not to expect with their move. (This handbook explains that it is customary to pay cash or postal money order for a shipment upon delivery of the items, as well as many other issues that are addressed in our complaint responses)
  11. We are willing to answer all concerns within this pamplet in our customer service department. Our customer services and sales team must pass a test on the details of the handbook before being allowed to work for our company.
  12. Finally we call all customers that have been delivered to ask them about their experience with the Carrier and if there is anything we can improve on as a company."