Alexanders Mobility Services

Irresponsible.

As referenced in our claim to Alexander's, we incurred a good deal of damage from the move due to poor packing, rushing, lack of proper packaging (our TV's were not packaged in flat screen TV boxes as we paid $500 for in the contract--$250x2, flat wardrobes in lieu of standing wardrobes), etc. Additionally, through no fault of our own, our move was split into two pieces in which the second portion arrived after the contracted date (we were told by the driver that the family ahead of us on the truck took up more space than they were supposed to, yet we suffered). In addition to the overflow shipment, upon arrival we were informed that even though we received an estimate of good in our home, our shipment had gone over by 3,000+ pounds and our charge will now increase by over $3,000 from the original estimate. Alexander's did eventually refund a portion of the overage, down to 110% of original estimate only because our employer intervened on our behalf. I believe it is actually their policy not to bill over 100% of estimate but somehow we were billed for the full amount before we even received the second shipment. We incurred theft to the amount of roughly $1,391 for which we have filed a police report with the local Sheriff's Office. I have repeatedly attempted to contact upper management of Alexander's in order to discuss the theft now that the police investigation is complete, but neither persons I have previously spoken with are willing to respond. The last response I received, and I quote, was "Hopefully, the police investigation is far enough along to give us some sort of proof, or at minimum a professional opinion of responsibility so that we can come up with a decision or resolution in good faith. We don't have this type of thing happen in our organization, and are certainly not the experts on how to manage it. I'm sure you understand that we have to have some sort of proof before we can do anything." I find it very hard to believe that after being told an identical item to one stolen was pawned, by an individual in our crew, the day after the movers left my home, that I am not even given the courtesy of a simple "We're sorry" from anyone at Alexander's. Never in the post-move process have they wanted to admit that theft is a practice that happens with their company, and now that there is evidence, they simply avoid contact. I believe it goes without saying, but the gravity of the situation has increased dramatically since the move. Never in my life would I feel that we would pay a company close to $17,000 only to be stolen from and have my goods damaged to this degree. The worst part is, we don't even know if more items are missing--it's difficult to inventory a 3400 sq. ft. home and all possessions therein. The time spent in communicating, gathering documents, filing police reports, scouring boxes for missing items, valuing stolen items, fixing items that were broken that Atlas refuses to fix, replacing items that were damaged, and countless other tasks that have come along with this move have led to much undue stress. It is now four months from our original move date and we are still dealing with issues. It took three full months for us to complete the Claim's process with Alexander's parent company, Atlas Van Lines. Don't let this happen to your family.