First let me say the gentlemen doing the actual work, picking up and moving items are top notch. Literally the only reason I give them any stars. Customer service at this company is appalling. On the day of packing, I was told the crew would be there between 7-9. At 9:30 I was concerned. We tried to call the company. The rep informed us the truck was on its way. Apologized for delay. Traffic in Chicago, you know. At 10:30 I was concerned and irritated. I had a flight that afternoon. I called the number again. Traffic. Yep, traffic. I emailed my rep Kevin K. He emailed right back. Oh that’s terrible. I’ll check. I then called him directly. Oh, Kevin claimed, they are looking for a parking spot. Can’t just stop just anywhere on Chicago streets. Except, Kevin, using your list of Chicago popular excuses may work well 80% of the time. Not when you’re in a high rise with a huge loading dock and a huge cul-de-sac. | I told him about my situation. They could stop outside. And the front door man could easily tell them where to go. Yet Kevin persisted. Nope. Street parking. Street parking was the problem. I assured him it wasn’t, offered to send him a picture and finally inquired as to where they were if wandering the streets. He disappeared for a moment. Returned to tell me they’d been at my apartment building for an hour and a half. An hour and a half. Just SITTING there. I sputtered out, inquiring why they hadn’t called. Oh they did, Kevin claimed. I promised him again they had not. I was holding my phone. It had made no sound that morning. Nope, they did. | Now, perhaps this is a tactic. Distract the customer with a litany of excuses before getting them to give up and go on foot to search for missing crew. Unfortunately for Kevin, I was sick of his lies. I asked for a supervisor. Kevin then told me “our supervisors are busy and don’t have time for people like you.” I was so flabbergasted I couldn’t speak. He asked what I wanted him to do. I blurted that I wanted to speak to a supervisor and get a discount. Then he informed me that I was obviously upset and he was concerned for the well-being of his crew so he was going to tell them to turnaround and leave. Seeing that I had a plane to catch, I apologized to Kevin (are you kidding me) and then he made me beg for them to do the job. He finished by by informing me they’d do a great job. They did. Now, I was almost feeling sorry for complaining to Kevin after hearing from the crew chief how he was berated by other customers on a regular basis. In fact, he was assaulted by one the day before. I thought, well, I guess you get what you pay for. And perhaps they have reason to be concerned for their crews. | Of course, then came the delivery. The email I received clearly stated I could expect a delivery from February 6 to the 17th. As you can tell by the date on this review, they clearly showed up early. I’m sure for some people this would not be a problem, but it was Sunday morning before the Super Bowl. And I had no prior notice whatsoever. The driver claimed he called me 10 times (did not) and texted. He gave me the number (227-418-xxxx). I have no clue what area code 227 is, but it’s no where I’ve lived. So I had to scrambled to find an open storage unit on a Sunday morning, to get them someplace to put my things. To add insult to injury, I was told I had to pay extra because they’d have to walk further than 20 feet (not mentioned ever to me) and I’d be paying cash. As I stated above, the crews were terrific. Very polite and efficient. Their customer service agents should either receive better training or be fired. They are appalling and why I will never use this outfit again.
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