Anyone familiar with moving knows that customer service can be what makes or breaks a move. And in this case, communication played a significant role in the issues Jim encountered during his move.
Initially, Jim’s move coordinator was a clear, confident, and approachable communicator. He was able to view Jim’s home using Zillow to confirm the moving truck’s access, and he performed a virtual walk-through (or survey) of Jim’s home to confirm all the things Jim planned to move.
The coordinator and Jim agreed on May 30 as the pickup date, which the coordinator again confirmed two days before the move on Friday, May 28. The coordinator provided Jim with the name of the origin agency, Socal Moving Enterprises, Inc., and discussed the moving crew’s non-negotiable arrival time (between 8:00 a.m. and 12:00 p.m.). He made sure to mention that if Jim decided to send additional items outside of those listed on the pre-move inventory, the charges could change.
The first communication hiccup occurred when the crew arrived that Sunday. Because offices are usually closed over the weekend, it was impossible for Jim to go over the additional charges for his move with his coordinator. Instead, he discussed it with the Socal Moving crew and quality control manager. Understandably, this was a very confusing, stressful, and expensive last-minute situation to resolve on move day!
While Jim noted that all the crew members seemed to be friendly and hard-working people, he was not thrilled with how they handled his furniture and home—from irritating inventory stickers placed directly on top of high-value wooden furniture to rental property damage like chipped walls and base molding. He was also surprised that the crew didn’t use protective materials throughout the house during the loading process.
Finally, Jim mentioned that the moving professionals made some messy mistakes disassembling his furniture and removing trash after loading. The crew was careless with the screws for disassembled furniture, randomly placing them into used cardboard tape rolls, not the labelled Ziploc bags Jim provided. He also found screws scattered across the floor. This made it hard for Jim to figure out which furniture the screws belonged to.
After the movers drove away, Jim was forced to pick up trash and moving debris the crew left behind before departing for his own nine-hour drive—which did not make for the smoothest start to a road trip!
Delivery, unfortunately, was not much better. When the delivery crew opened the truck to begin unloading Jim’s goods, they discovered heavy boxes had been placed on top of lighter, more fragile ones and on top of unprotected furniture. It’s easy to imagine, then, the damages that occurred to Jim’s fragile belongings and high-end furniture during transit.