I don’t even know where to start. This form I am filling out asks the nature of my complaint and gives a list of options; i.e. customers service issue, service issue, delivery issue, contract issue, etc. There is just no way for me to pick one because I had an issue with every single thing listed on the drop down menu. I would rate this a zero star if I could. The negative portion of my experience started day one after paying my deposit. I gave my inventory over the phone to Ashley when she was writing up my quote. I got the quote for 63 pieces, signed the paperwork and paid my deposit. I was sent my receipt and after fully reviewing my deposit receipt I noticed that all of a sudden my inventory went from 63 pieces to 42 pieces but the price remained the same. There was never a moment when I changed my inventory with this person but right after my deposit is made I get that receipt with a considerably smaller inventory list with the same exact price that I was quoted for 63 pieces. I get in touch with Ashley and am unable to reach her. She was calling me non-stop when she wanted me to commit to their company and pay our deposit, once my deposit is paid and there is a problem, all of a sudden reaching Ashley becomes impossible. Days later after calling and emailing non-stop I get a call from a man named Thomas, he helps me update my inventory but does not explain why my inventory changed and does not lower my cost to match my lowered inventory list. This is highly disappointing that they lied, changed my inventory and left my cost the same as it was for the larger inventory. Now pick up day comes along and this is where it gets 100 times worse. Our contract states that they will pick up my stuff on Wednesday or Thursday, when I signed the contract with Ashley I let her know that I need to know a for sure date to be able to schedule time off work and figure out a babysitter during the week when everyone works. She verbally tells me that Wednesday will be fine and she will make a note of it. I take Wednesday off and figure out my babysitter situation. Tuesday comes and it is 20 minutes before they close and I haven’t heard from them to schedule the pick up time for the following day. They say that they cannot come until Thursday, I let them know what issue this causes me with work and my children. I am able to switch my day off which was a miracle itself because I was also training my replacement that week and without me there, there is no training, so she had to also switch her days off which also inconvenienced her. I take Thursday off and am cleaning the house and waiting for the movers, they call me an hour before they are suppose to arrive stating they wont make it that day. I am very vocal with how this puts me in a terrible position and how I work and have children and cannot continue to take days off and switch this pick up date. They want me to now do Friday and I tell them that this is not possible or going to happen, that I have already had Thursday off and that this wont work. They do work with me and tell me my movers will be there between 9-11AM on Saturday. Keep in mind that I have to be out of the house on Saturday and no later because my lease ends that day. Well I get home Friday and completely forget that I had my electric scheduled to be shut off Friday because the movers were supposed to be there on Wednesday. Completely forgot and this is totally an issue on my end, I had a ton going on and completely forgot. Friday night I am in a hotel because I was living in Arizona where it was 115 degrees outside and staying home was not an option. Had the movers come Wednesday or even Thursday as they should have; this could have been avoided. I had to have someone come with a backup generator to let me into my house as I only had my garage door opener on me and not my keys. This is only a small part, it continues to progressively get worse. I am in touch with the movers Friday evening and Saturday morning. I inform them of my electric and tell them there is no AC now since they did not come on time and I remind them that I will be leaving the hotel Saturday morning and going to the house to wait for them and get the last of my cleaning done as they empty everything from the house. I am at my house at 9AM with my children getting stuff done and at 11 they are still not there, I call and they say it will be closer to 2PM, I tell them that it is way too hot with no AC and that I have my children and that they need to get to me ASAP as they were supposed to be to my house days ago to begin with. 2PM comes and they are now telling me 7PM. Long story short, they show up at 8PM, there is no light because the electric is off and they decided to show up after the sun has gone down and they are complaining about there being no light and about how hot it is and I tell them, “I have been communicating this with you all day, I have had to sit here with my children all day in this waiting and had you been here days ago, or even on time today, this could have been avoided.” They did not finish loading my things until 2AM, that is 17 hours I sat in that hot house and in my car with my two children waiting for them with no power or AC. Everything in my fridge went bad and had to be thrown out, wasted money. I also bought the drivers drinks and snacks as we had nothing cold since the fridge was not on and we knew it was hot. I was completely beside myself and upset but I am still human and so are they, so I was not going to have them working with nothing to drink in that heat. More wasted money. During the whole process I am sending Ashley and Thomas updates, pictures, letting them know that my boxes are being thrown around, etc. I call the customer service line and discuss this with her and in the conversation I ask her how long it will take them to drop my things off to my new place and she tells me 3-7 business days, I have this conversation recorded where I am verbally told that. Oh, and to top it off, my two drivers showed up high. In addition to this, they show up with the inventory list that had 42 items on it, the incorrect inventory that Ashley changed without my consent, the one I talked to Thomas about weeks ago. Since this inventory I had since then changed my inventory several times with Thomas and somehow the updated list did not get to the drivers. Very unorganized and communication is terrible with this company. The drivers showed up with a full truck expecting to only take 400 cubic feet worth of stuff and I had 600 cubic feet. Fast forward to Monday, I am asking Thomas what the protocol is for dealing with this type of situation and he tells me that he is happy to give me $20 off my total, I’m sorry but over a week of hell and $3000 later, $20 sounds like a slap in the face to me. That does not even reimburse me for my spoiled food in the fridge or the stuff we got for the drivers. I tell Thomas that and he is unbelievably unprofessional and rude and goes on to tell me that he is glad that I am not his judge or jury and that we will all be judged one day and gets extremely religious with me. He is also very rude telling me that I am being inconsiderate and that I am not being forgiving. I am sorry, I am a forgiving person but I paid for a service and expect it to be done right, that’s how businesses run. Before I leave and on my drive across country to my new home I am calling the number that Thomas gave me to talk about how disrespectful Thomas was and to explain my situation to them. I am given the run around for an entire week before someone there tells me I need to call a different number. I call the other number and they direct me back to the original number I was calling. I told them that I needed to just speak with someone in management and that I would not be calling the other number as they told me to call this number. I directly told them they were giving me the run around and that I am tired of calling and should not have to go through this much trouble to deal with the trouble I have already experienced. I am told I need to speak to Tiffany, but guess what, Tiffany is not available. I am told she will call me back. After not hearing from her in days I call again and am told she is not in yet and but that she will call me back in an hour. Two hours goes by and nothing, so I call again and imagine that, she is not in her office and will call me back in 30 minutes. Another hour goes by and nothing, call again and she is in a meeting and will call me back in an hour. This carries on for an entire day and at this point I just continue to call all day until I finally get Tiffany on the phone because it is now apparent that she has no intentions of calling me back and it seems now like she is avoiding me and wasting my time. After speaking to Tiffany finally, she also offers me $20 off my cost, so I asked who else I can speak to. I finally get a call from someone above Tiffany, his name is Mark. He offers me $100 but during our conversation he says, “so all I am hearing is that you were inconvenienced.” Ummmm….yeah, that is hardly the word for it and barely scratches the surface, but yes. I found this rude after what I just dealt with. I also let him know that his drivers were high and he tells me that marijuana is legal in Vegas (where their office is based out of). That is great, alcohol is legal as well, that does not mean you show up to work drunk. Very unprofessional and full of excuses. While some of his comments were very absurd, $100 is better than nothing. Mark and Tiffany both tell me the drivers will be dropping off to me the following Monday. Monday comes, Tuesday comes, Wednesday comes and no driver. Imagine that. I go to look at my contract because keep in mind, I signed it at 2AM with no light or anything after sitting with my children for 17 hours in the heat. In extremely small printing it states that delivery can be done in 30 business days, even though on the phone Tiffany told me 3-7 business days and then also told me it would be here that coming Monday as well. They straight up lied and never disclosed to me about the 30 business day policy. Never once was informed of this and of course did not see it in the middle of the night on the paperwork either so I unfortunately signed off on that. It literally makes it to me on the 30th business day, over a month after pick up. I get a call on Sunday from the driver saying they will be here the following day, I tell them I work and have a brand new job since I just moved across country and ask if we can do the weekend or at least another day so that I can give my boss more than a few hours of notice. He tells me that if I am not available the following day that my stuff will go back to storage and drop off will have to be rescheduled. Well after having to re-buy almost everything in my house since the truck took over a month to come and after a month of sleeping on air mattresses, I made the following day work for us. My husband and I both had to take off from both of our brand new jobs. This gave us one day to get a storage unit and uhaul, as I could not schedule these things sooner since the driver gave us less than 24 hours notice and since before this I had no idea when they would finally come. Again, more wasted money on new household items and having to take a day off both myself and my husband. I get the storage and specifically pay for one that states they can fit large semis in their lots, I am no truck driver but it looked like there was plenty of space to me as well. The driver shows up and says he cant fit in the lot so we have to meet in an empty parking lot on the next block over. He shows us our total, and to no surprise he has the total before taking off the $100 Mark said he would take off the total. At this point I am not shocked. Their communication is terrible and they just did not do a good job at anything. So I have to sit on the phone and make tons of phone calls to a company who is unresponsive and blows customers off to get the total taken care of before the driver leaves. This is all just fine, at this point we are just looking forward to it being over. This company offers, and we paid for, a full service move (this means the movers unload the truck completely and will take it to any room we tell them to and take care of everything). We get to the parking lot and this driver is alone and asks my husband for help moving things from his truck into the uhaul because he can’t lift it all himself. Obviously we are not going to say no, we do not want him struggling or hurting himself. My husband helps with this and while transferring things from one truck to the other the driver is handing us things that are not ours. Immediately we become worried because this means this is all happening to someone else too and worries us that some of our things are missing. We get one load in the uhaul and go to take it over to storage, the driver does not come with us so we have to unload everything from the uhaul and organize it into the storage. We paid for a full service move, we should not have had to do a thing. At the very least this service was not given so we should be refunded for that at the very least. We get to the storage and are looking in boxes and there are several boxes with handed down irreplaceable china broken, picture frames broken, vases broken, if there was glass it was broken…at least 50% of anything we had glass. We take the uhaul back to grab the second load from the truck and realize that one of our tvs is completely shattered. Flat screen tv that was hundreds of dollars. Now that our things have been here a couple of weeks and we have had time to look through the boxes, there is a lot of things missing as well. Now I realize that my experience with this company is far from over because now I have to start the claim process. I call the customer service line again for over a week and finally someone there says that I do not need to speak with management, I need to go online and file the claim. After a week of calling, not a single person told me this and I continued to call and wait on calls back. More wasted time. We already know you cannot reach anyone there that you need to and that they just do not care or make themselves available. I go online to file the claim and of course the website does not work. I then have to call and sit on hold with the claim department and they tell me they got the registration and that in 24 hours I would have a login emailed to me to continue the claim process. This was 4 business days ago and I still have not received any emails. The fight with this place continues and there is no telling if I will ever get reimbursed for my things, for the services I paid for that I did not receive or my “inconvenience”. If there is anything I can get out of this since there is no hope that customer service will improve, that communication will improve, that work ethic will improve or that the company will be reliable, the best thing I can get out of this is to tell my story and help someone else to not get put into the same situation or have to deal with the same things. Moving is stressful enough and hard enough without moving across the country and without the moving company making it worse. They are supposed to take the stress off and make it easier but they made it a thousand times harder. My husband moved a month before me and my children so that he could start working and get us a short term rental place until we made it here, so I did all of this on my own as well. This is one of the worst experiences I have ever had and this is the worst company I have ever dealt with in my life and it highly discouraged me to have to give them any of my money as they did not earn it. Neither of the drivers did a good job (the pick up and drop off drivers were different people), the company did not do a good job and simply I do not feel like they earned their money. They got my stuff from point A to point B, that is about it and could not even manage to get it here in one piece or to get all of it here since stuff is missing. It is disgraceful.