Business ProfileforNationwide Moving and Storage LLC

BBB files indicate that this company may have a pattern of complaint. Specifically, consumers allege the business

·       Provides inaccurate price quotes that are much lower than the actual costs at the time of moving

·       Contracts with carriers who miss pick-ups, delay deliveries, withhold belongings, and present limited payment options—all without sufficient notice given to consumers

·       Becomes hard to reach and fails to respond in a timely manner to concerns pertaining to move updates and refunds

On July 20, 2022, BBB requested that the business respond to alleged pattern. On August 9, 2022, the business responded to BBB and outlined steps they plan to implement to eliminate the alleged pattern of complaint. Their steps include the following:

·       Compressing sales to alleviate pressure on office as they implement processes that won’t allow customers to fall through the cracks in customer service.

·       Hiring a leading expert in the industry to take Nationwide Moving and Storage through a seminar on the moving industry, which includes training on sales practices, customer service policies, carrier vetting, and record keeping.

·       Adding a verification process to the sales floor, which goes over exactly what to expect in the moving timeline, so the customer isn’t surprised.

·       Making personnel changes in their customer service and quality assurance department, including the addition of a new leader who they allege has a higher aptitude for building processes and teaching empathy.

·       Adding carrier vetting processes to quickly identify potential problem carriers and minimize liability for customers.

·       Growing their customer service team and quality assurance team, while implementing additional training.

·       Adding a third-party system to create support tickets, which they allege help to assure that customer issues are handled.

As of August 11, 2022, BBB will continue to monitor the alleged pattern.