30 Main Street Ashland, MA 01721 USA
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I will share the good and the bad but overall this was a traumatic moving experience that is still going on as I write this. I'm going to blame myself for part of it because I did not read all the fine print. Because the original person I spoke to, Helen, explained everything to me (I thought). Here is the good-she was very helpful and responsive and quoted a very reasonable price (I ended up paying $1000.00 more than the original quote). The movers who loaded me in Kansas City showed up on time when there was a snow storm going on. They were quick and professional and wrapped everything really well. Now for the bad. I had a large duffel bag and a laundry hamper I had not realized and they advised it had to go in a box and they'd be happy to do that for me. I also had one medium size framed photo wrapped really well and they put that in a box. When they were through and presented final bill, they had charged me $100.00 for boxes and packing! Also an extra 69.00 for cubic feet. Then there was a $100.00 fee for long carry. I lived in a small apartment building and they had to walk down a hallway to the freight elevator. No way was it over 75 feet (which is included). I called the company to dispute and they said they would take off $50.00 but they did not. Then my belongings sat in Kansas City for over two weeks and are finally arriving today. The company bringing them is from Kansas so I wonder why arrangements could not have been made properly as I booked this two months in advance. They made it one day before the 14 "business" day deadline; it's been 19 days since they picked up my stuff. Driver called and texted me yesterday to let me know they would be here today between 9am and 12 noon. They got here at 10am but they are driving a large semi truck and they are unable to make the turn onto my street. So they have now gone to get a moving truck and have to transfer everything to that truck and will be back. That is an additional $480.00. They advised it needs to be money order. I advised I have no way to get that on such short notice. I called Coach to see if they can please take a credit card. Every extension goes to voicemail. I left urgent messages and have not heard back from anyone. The driver contacted his company, who agreed to take a credit card. Since everything was wrapped well, I am hoping nothing is damaged but thought I would use this time to write my review. I thought I researched well but I should have read these reviews first. I should also mention I sent an email two days ago asking for my final invoice and to ask again about the improper and inflated charges for packing and long carry. Have not heard back. Movers on this end were good. So far I only see one piece of furniture that was damaged and no idea when that happened.I am happy for the people that had a great experience with Coach and, as I said, there were some good things but I would NOT recommend this company to anyone.
Business Crooks/Borderline Criminals When contacting the office of Coach USA, we were often unable to get a response due to customer service hanging up the phone on us. This was done to us on two separate occasions, where I could hear the office phone deliberately being hung up, implying their unwillingness to even rectify the situation. Had the missing items gotten lost? Stolen? We had no idea as they would not initially correspond properly. To add to this, they coordinated the shipment for delivery on a weekend, when the office was closed, so we could not dispute the delivery at the time of, and their use of a third party driver, allowed for a further lack of support from Coach USA's end to rectify things. This third party driver was a crook. He would not even show us the shipment until we pay the full amount, so as to keep our items up for ransom. When questioning him about missing items, and suggesting we shouldn't be paying the full amount, he began feigning total ignorance. He didn't even know the name of the company (Coach USA), that this shipment was from, further adding to their faulty practices by use of extremely shady people. After finally getting a hold of Coach USA, they emailed a link to filing this claim and said they would look into it the missing items. They did not look into it at all when I followed up later as they said to just go ahead with filing the claim, stating that the Warehouse manager never responded back to them. This lack of due diligence combined with the fact that customer service deliberately hung up on the phone (on two separate occasions) shows their unwillingness to resolve any of the issues resulting from their unprofessional, convoluted business practices. Missing box to include very valuable items: Nintendo Switch Console and Controller, 8 TB External Hard Drive, TV Stand, clothing. Approx value $700-800. Missing auxiliary components/hardware for items, rendering some items unusable or in damaged condition: 32-inch TV, door-hanging mirror, board/card games. Approx value $200-300. 2 Large boxes heavily damaged, all items beyond repair. High impact to boxes, even metal pots and pans are heavily deformed/damaged beyond repair, suggesting negligence while handling boxes. Boxes contained all kitchenware/appliances. Approx Value $200. This is terribly unprofessional behavior on Coach USA's end and I expect compensation for the items damaged and lost. I demand that the claim be repaid on the basis that we paid for items to be delivered. Why should I be paying for a service if the business failed to provide the service and furthermore damaged other goods. This is on par with criminal acts of damage or vandalism. I cannot ever suggest anyone use this company for their own good.
Where do I even begin! I'll start with their sales team. They must get commission I tell you! Because she sold.us a good story. Then went GHOST. Our belongings were picked up dec 28th. My first available date for delivery was the 30th here we are January 8th and my items JUST left the warehouse monday the 6th and my delivery keeps getting pushed back. I will say the gentlemen who picked up my belongings were AWESOME. They worked fast but respected my things wrapped them, showed cared especially for the motorcycle on board. However it all went down hill. I had such a good feeling. I was referred by another couple who got their belongings 2 days after their pickup but they must have gotten very lucky. After your belongings are picked up apparently the sales person who seems so nice and helpful goes MIA. Not a call back or email to just tell me someone from a different department will be assisting me from here on out. Well that new perosn was nice although at times I could hear the frustration in her voice, but I'm sure I'm not the only one calling everyday yelling. They up charged me 300 dollars for adding a few cubic feet ( a couple boxes and totes) and now they cant evem give me a discount because they are still in the window of delivery. Oh, the window of delivery have I mentioned that yet! Don't believe the sad story of "3 to 16 days" FIRST OFF they tell you thats worst case scenario and nobody ever sees that 16th day, that's for bad weather, truck failure, incidents etc. WELL they also fail to mention that it is 3 to 16 BUSINESS days. So forget it if your stuff is picked up on a Saturday, those weekend days dont count in their count so they can push further out for delivery time ensuring their lack of lawsuits and refunds. Way to go guys. The sales rep also fails to mention how the process works entirely. Over all I will not only use coach USA again I probbaly will never use any moving company every again. I feel so displaced and spending more money buying things that are sitting in a truck somewhere!!!!! Over priced and not worth it!!
I moved from PA to NC. I initially spoke with Alliance moving co. Thinking that was who would move me, WRONG, they subcontracted to this bunch of yahoos and it’s been a nightmare from the start, they are rude, unprofessional and careless with your belongings, every single piece of my furniture was damaged and I never received my bike (which was brand new). Customer service is non existent, I’d advise anyone in need of a quality moving company to keep looking and I’d never call Alliance either, I don’t know how they keep their BBB rating
Moved from DC area to College Station, Texas. Received our stuff on time and customer service was good. Although some of our furnitures got small dents here and there, but overall, it is worthy of a great rating.