Horrible customer service, horrible sales team. Lied continuously throughout the process.
Since they will not respond to me, I’ve filed a complaint with the Florida attorney General and the BBB. Below is my email to their customer service:
During my initial consultation with Moving Forward, we did a complete walk-through of the house. They had me itemize all of the furniture and boxes that would be used.
I was told that “we always estimates on the high end, so that there would not be any surprises on moving day”.
I specifically asked, and was told that they move would be done by Moving Forward, and would not be contracted out to a 3rd Party.
I specifically asked, and was told that the move would be done by weight, not volume.
Total quote was $4,995.52
Movers called to verify that they would be at my house at 9am on Friday morning, after Moving Forward confirmed for Saturday. I had to cancel prior arrangements.
Movers did not show up on Friday, they called on Friday to let me know that they would be there now at 8:30am on Saturday. Showed up at 11am
The company that showed up was not Moving Forward Relocation. Instead we got a 3rd party contractor when were specifically told that this would not happen.
They gave us a new quote, by volume. We were specifically told that this would not happen.
New Quote was over $8400, a 60% increase.
I called Moving Forward to complain, and could only get voicemail that said “we are not open on weekends, please call back during normal business hours”
Movers gave me a “take it or leave it” option. They would not begin packing until we paid 50% of the new quoted balance. Since we were under contract to be out of our house by Sunday, we did not have an option to not use the service.
I paid $3300 to have them load the truck.
Movers let me know that they would be at our new house within 72 hours. Again, very different from the 5-10 day window that Moving Forward quoted.
Asked them to confirm, since we had made new arrangements for travel. They confirmed “within 72 hours” and if we couldn’t be there to accept the truck, they would “put it on another truck and we could take our chances. Who knows when the next availability will be” – direct quote from the foreman
We again cancelled travel plans in order to meet the truck at our new house within the 72 hours (Tuesday night at the latest)
No word from them at all on Tuesday – Friday. I called Moving Forward to get an update. They confirmed that “they will be there Sunday”
Did not show up on Sunday. They finally showed up on Monday.
Demanded final payment before they would unload the truck. I called Moving Forward to dispute the charges. No resolution.
There were multiple items broken and noted in the final inspection. 1 was the adjustable frame for the King bed. This was a $2000 purchase, and no longer functional. 1 was a box of stemware, labeled fragile, all pieces were broken.
According to the contract, ALL furniture that was disassembled at original house, would be reassembled at new house. There are 8 separate items that did not get reassembled. 1 Bed, 4 bookcases, 3 Storage shelves.
I have sent multiple requests to Moving Forward for resolution. No response at all.