Shame on me for not doing my homework before we moved, but with the amount of notice I had to work with.. I thought I had been thorough.. but apparently not.
I also used All Safe Move of San Jose, CA for a long distance move from California to Nevada. Boy, was that a mistake!!! Sure, they talk a good talk. But, what you get is a whole lot different. They quoted me way under any other company, bragged on how they blanket and box all our items and when I asked if there was an additional charge I got the same answer (oh no, its included). I asked for a written statement to that fact before we signed, but they assured me there was no need as I would get a copy of the contract stating such. My fault for believing their lies!
We arranged to have them move us on 8/30/06 (the day before our lease was up in CA) and to be delivered around 9/02-9/06/06.
Day 1 - Moving Day
- About three of their guys start packing and moving things into the truck. They brought packing materials and as they are starting to bubble wrap, box and tape my items, I again asked the guy in charge .. (I'm not going to be charged for the packing matierals and services as we agreed before, right?!?) Of course, not ma'am... is the answer I got. So, I let them do their thing.
-Half way into the packing and moving process, the guy in charge brings out the contract for us to sign to get our details about the address etc. its going to... etc. etc. He asks me if I know if the road we are moving to is wide enough for an 18-wheeler to deliver on. I had no idea. So, he lets me know that since we aren't sure, we will be charged an extra $585.00 for what they call shuttle service. Shuttle service meant they would have to drive our things to NV on an 18-wheeler, then rent a smaller truck from a facility nearby our delivery address and unload/reload the new truck, before they could deliver to our home. What?!?! Somehow, I didn't think it worked that way, but after telling him I thought that was a bit of an outrageous price, he called the owner of the company and he offered me a discounted price of $285.00. So, since we are already more than half-way into the move, we agreed hesitantly.
So, after everything's loaded into the truck, the guy says he will come back in to get my signature that everything had been loaded. He comes back in and brings a form that was not included in the contract I had already signed. It shows the packing materials used ... how many of each and the total cost. What the *^?$??? Are you kidding me??? By the time I noticed what was going on, I was furious. Meanwhile, his little helpers drove off to take my things to their "storage facility." So, now my things are in their possession and after all that talk of how everything's included... I am supposed to pay $682.00 for packing materials!! But, seeing as how they already had our things and we had to be out by the next day, what can you do? So, I had to sign it though I did make a HUGE notation about that on the form I signed.
Day 2 - After the Move
-Ok, so the day after the move I'm still furious about the extra charges etc., but my mind is on other things. We had previously agreed with All Safe that we would pay via credit card and they said that was fine as long as we paid a 3% convenience fee. Being that we were already spending a ton on this move, I said no problem. So, a few hours later, the Operations Director or whoever the hell she said she was tells me that they no longer are willing to accept a credit card, the amount has to be paid in cash and that we must pay it in person before 5pm. OMG!! Now, you change your whole story. Mind you, not that it matters but I had explained to her that we had just helped our mother-in-law pay a ton of medical expenses because she was undergoing chemo and radiation and bills were piling up on her. So, we didn't have that much cash available before the end of the day. So, I asked to speak to the owner, who she refused to let me speak to. She was arrogant and rude and told me that SHE makes the decisions and SHE was not willing to risk a charge back if we used our credit card. Finally, after 3 hours of calls back and forth, the owner called me and apologized for her comments and said if we could come in by 5pm to do the credit card charge, he would take it.
So off we go to sprint over to San Jose from Cupertino, CA which is not far but it was peak traffic hours and we only had 45 mins before they closed. We arrived to their office, which we almost couldn't find because in the middle of the parking lot were stacks upon stacks of people's personal belongings, boxed and bubble wrapped in about 20 stacks in the parking lot of their suite. We couldn't even find a way in because of the towers of boxes. I was shocked!!!! Here are people's things just stacked in the middle of a business park area, and just outside where anyone can come and take the stuff!! Some storage!! But, like I said, when they have your stuff, what can you do. So, we go inside pay the $2000 bucks and go.
Day 3 - Delivery Day
A few days later they called us in NV to let us know they would be arriving in about 4 hours. This was just after 8 am.
My fiance' and I waited all day. No movers. So, finally my fiance' decides to go to the gym. I stick around and about 9:30pm in the pitch dark, the movers knock at my door. I look outside my window as they start bringing things in and they are unloading off the 18-wheeler, not the shuttle truck that I paid extra for. So, I have the driver initial next to my NOTATION on the inventory delivery sheet. I am so not getting stuck paying an extra $285.00 for a service they didn't even provide!! The two guys unload the truck, missing 3 different pieces of luggage that were packed with clothing and household goods and about 10 of our boxes were soaked in some foul-smelling liquid (mind you, I hadn't packed any liquids from our previous apt) and our boxes are about to break apart. So, our bed linens, blankets and pillows are soaked in some yellowish-orange unknown gunk. Nice way to deliver!
Needless to say the next day I was on the phone, but as it was a holiday, no one was working. So, after the holiday I call the office to explain the situation, and I speak to the owner again and he apologizes and says that we will refund the $285.00 and will look to see if my missing luggage was in his "storage." He asked if he could call me back in an hour after he checked. I agreed. Funny, I never got a call back on that!
So, again the next day I call, but this time the entire staff gives me the run around... telling me he is not in, one says he's out of the country on business, and the Operations girl is busy and will have to call me back. Fine. No call back. Surprise, surprise! This went on for 3 solid weeks! I called and left messages. I called and spoke to whoever answered explaining I needed to speak to someone urgently. They didn't care. Finally, they just stopped answering.
I called one last time, telling them I was going to file a complaint with the BBB if they didn't respond to my call and at least get the ball rolling on my refund etc. and claim for loss within 24 hours. No response. So, I filed a complaint.
Little did I know, I should have called the BBB before I moved with them, as they had a bunch of complaints in the process and the representative of BBB stated they had a high number for the # of years they've been in business.
Finally, a week after I filed with BBB, I tried contacting them one more time. And, for Christ's sake, they answered! Though this time, Operations girl tells me that because I didn't allow them to fix the problem before going to BBB, that I "tied their hands" and they now CANNOT and WILL NOT issue a refund or a claim for the loss of my items. My god, it never ends with these people!!!
SO PLEASE BE AWARE OF ALL SAFE MOVE OF SAN JOSE, CA. THEY WILL PROMISE YOU EVERYTHING, BUT WHAT YOU GET IS NOTHING BUT HEADACHES, PROBLEMS AND YOU'RE OUT YOUR HARD EARNED MONEY!!!! MY SUGGESTION, CALL THE BBB BEFORE YOU DO ANY MOVING AND SEE IF THE COMPANY YOU ARE GOING TO USE IS REPUTABLE.