Coach USA Moving and Storage

I recently made an out of state move with Coach USA Moving and Storage, and overall things went smoothly and I was ultimately very happy with their service. I initially contacted Alliance Moving Company to book my move, and they contracted Coach USA Moving and Storage. One thing I will mention is that Alliance misled me and told me that moving rates are based on the amount of cubic feet that your property adds up to, but in actuality it is based on *each and every item* that Coach has to pick up (including items that take up little/zero space, for example a Swiffer/broom). I was livid that Alliance didn't just plainly explain that to me, and I will leave a negative review for them as a result of this. The movers that came to load my truck were nice and respectful, but I noticed some unprofessional behavior (such as one mover had on sandals while loading the truck!!). What kind of professional mover wears sandals?!!

DO NOT USE THIS COMPANY!!!!!!!!!!!!!!!!!!! DO NOT USE THIS COMPANY!!!!!!!!!!!!!!!!!!! DO NOT USE THIS COMPANY!!!!!!!!!!!!!!!!!!! The customer service is horrible. My mattress came strapped to the back of the truck. That is not the way it was packed. No care was taken for our items. Many boxes dropped and damaged as we watched. One of the unloaders was on his phone for hours as he unpacked the truck and dropped our boxes. Our floor was scratched and molding damaged. Our bed was not put together properly. It is now damaged beyond repair. It took weeks to get someone on the phone. I have asked multiple times for the owner to call me with no results. They do not care!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Save your money and your aggravation.

I have been moving more than ten times across different cities and states and this was the worst experience I had so far. Ironically, I researched so much this time because I was not much tight on the budget to go for the cheapest option and every single problem that going with the cheapest option could bring along happened to us. The job was to relocate a two-bedroom apartment from Cambridge, MA to San Francisco, CA, with full-packing and a quote for unpacking if we choose to do so. Packing and move: we were given a two-day window, told that the second day is for backup if something goes wrong and the job is too big to finish in one day. And, the company had a detailed item-by-item inventory. No body showed up until 2 pm of the second day. A big crew consisting of professional workers and some beginner we sent to us. Long story short, by 3 a.m, next day, they had just taken out all the boxes out of our house still working on loading. The delivery: we were given a 21-business day window for delivery, unfortunately this is legal and common practice in most companies unless you make the contract otherwise. The contract and the confirmation email clearly stated that 2-3 days before delivery, the driver will be in touch with us with an exact delivery date. As the delivery window started and I began to communicate with Ashlee, someone who actually worked for the company (or owned it?). I realized that COACH USA had subcontracted the delivery and no idea where our stuff was. A major criteria which I was assured about when signing was that the company will do the job from beginning to end. It was so annoying to listen to the advertisement message that states again and again that we will not assign your job to contractors and will take care of it from beginning to the end. 3 days before the end of our 4 weeks wait, I messaged and called Ashlee several times until she finally she said that the delivery will be probably some time into next week.I was puzzled and asked how it is possible. She referred me to a small line somewhere in the contract that allows them to delay delivery with a $30 compensation per day, which I had totally missed. She promised to get a better estimate from the driver. Suddenly, we received a call from the driver, 3 p.m., that delivery will be the following day 8 a.m. and we should be ready with money and permit. The delivery was assigned to a company called United in California. What surprised me was the sheer lack of communication between COACH USA and these final contractors. Again, imagine the hassled as I rushed to pick up my son from daycare at 4 p.m and drove to the city office to try to get a permit at 4:50. Delivery day: The crew consisted of two person only. Starting at 11 a.m. asked us to give them all the money BEFORE they begin to unload the truck, basically taking hostage our stuff after having already paid some $6000. And, as the $30 compensation make the delivery delay because I had the money order deducting the $30 credit promised by Ashlee and United workmen didn't receive any call until 1-2 p.m confirming change of price. AH, I forgot to add that I had asked for a FULL unpacking service, and paid $770 for it. The crew told us that look we have to make another delivery, there is no way we could do full packing service. Again, anger and frustration, so many calls between us and COACH USA until finally they said sure, we cannot do all of it. we will do what we can. Post-delivery: 13 boxes are lost. The bed frame is lost. All pieces of furniture are cracked or broken on the edges. Everywhere on the floor that we walked we found broken wooden chips and screws fallen off furniture. Screws of all furniture are loose; Everything has to be screwed back in place. Several boxes were packed so unprofessionally. Like one extra large box was filled without wrapping with everything from ceramic decorations, hard drive and camera equipment! Books were folded, bindings damaged etc.