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Phone: 866-251-3694
Review Date:12/18/2022
Reviewed By: kate
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Worst customer service I have ever had in my life! PLEASE READ DOT 2780116 I went with this company because I had another mover in my home that was there for pick up, and was trying to double my cubic footage. These 2 companies had been biding against each other to get the business. I called Cross Country while the other company was in my house and spoke with Mark Allen (the salesperson). I recorded my conversation because I wanted evidence against the first moving company which I was about to fire. I was very specific with Mark. I explained exactly what I was going through and told him that I wanted to make sure my quote was as accurate as possible. I used my tape measure, gave detailed information like wicker patio furniture instead of just patio furniture. I didnt want any confusion. It took us over an hour to go over the quote. I asked him on 3 occasions if this was going to change when the movers showed up. His exact words this is a binding agreement not to exceed initial quote unless you add on items to your delivery. THREE TIMES we went over this. I kept asking him if he was sure, and he kept saying the same thing. When the movers showed up, it did change. Not much, but it changed. It went from 600 cubic feet to 725 cubic feet. The part of this that is a scam is that they charge you DOUBLE when the cu footage changes the day of. So the price per cubic foot went from $3 to $6 dollars. Had he told me the truth when I was booking the services, then I would have told him to bump up the cubic footage at that time. And they put an additional fuel surcharge on top of the additional charge as well. I ended up paying a $747 when I should have paid about half if he had been honest with me when I asked up on booking the service. I didnt want free service, or not pay for the space that I took on their truck. However they were deceptive about the fees. I realize its my responsibility to review a contract, but they word it in such a way that it is not easily understandable to someone who doesnt do this on a daily basis. Combine that with the vulnerable state that I was in because of the situation that the first moving company had me in AND the fact that I was now on a timeline, and I would say undoubtedly that Mark exploited my vulnerability. I also asked him what the eta would be. His words typically 7-10 business days. This was fine because we wouldnt get there for 8 days, but I had someone who could receive the delivery for me. Only that was not accurate. The delivery took 21 days. And the worst part of it all was that every time I tried to contact them regarding it, they would either hang up on me (if you could believe it!!) or they would send me to a random voicemail. Because I couldnt get an accurate answer, I kept calling back. Literally would hang up and call back. Ben, a customer service rep, would make me repeat my situation every time he answered. Even when I would say I just spoke to him, he would say i speak to a lot of people every day and make me repeat the whole situation. He would then either hang up on me or send me to an unknown voicemail with an automated general message. Other people who also hung up on me or transferred me to this random voice mail were Juan Ray P. (and Ray is supposed to be a senior long distance coordinator),Carlos and Sherrie. I would ask who the manager was, or to speak with a manager ....and they would just hang up the phone on me. In the end Sherrie ended up at least accepting my calls and behaving somewhat professionally, but this continued for days. Additionally, they can see your phone number when you call. So they can completely avoid your call all together. Never in my life could I ever have imagined dealing with such unprofessionalism. Honestly, I was shocked. Mark Allen never replied to the message i left him or the email I sent him about the discrepancy between what he told me would happen and what actually happened. He also told me that I would receive a call next day regarding my delivery (didnt happen), that the same driver would be delivering my items (didnt happen), I was told driver would call 24-48 hours before he got here (didnt happen. He showed up at 8am with no warning and said customer service should have called. Even once Sherrie finally started to take my calls, they dont give you an eta. They say things like its currently in dispatch being scheduled. I have worked in transportation. Imagine taking someones stuff without having somewhat of an idea what kind of time frame you would be working with? Essentially, they took my stuff and held it hostage for 2 weeks more then what their salesperson committed to. On top of that they abuse you with their customer service antics. (or lack of customer service). Look at their reviews!! I posted their DOT number at the top for easy access. One star accross the board. All similar stories. Some worse! Almost all with estimate/final cost deception, and holding items hostage. |
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