Prime Relocation

SCAM. UNPROFESSIONAL. DO NOT USE.
The initial quoting process was a good experience, but as soon as I gave them my deposit and they packed my things, I couldn’t get anyone on the phone. They ended up charging me 40% over my initial quote even though they call themselves “the home of the fixed rate quote” and even though I called when I decided to add large items to the moving list. Even though Nico Callis assured me that he knew what he was doing and diligently accounted for “a coat closet worth of storage” for example , when they began packing they charged me for every purse and square inch that came out of the closet. The “white glove” packing service did not live up to its name. I had my belongings piled and organized, but when I unpacked they redistributed my items into many random boxes (especially books. Probably because of weight but still not white glove). My dishes were wrapped in any kind of newspaper or recyclables they found around the house. Things arrived broken. They were not able to find the feet to my bed when it was delivered. We had to search and unpack frantically so they wouldn’t leave without reassembling it (which I paid for!!!)
The most infuriating thing was the lack of communication. They took my money, took my things and didn’t return any calls for 10 days when the truck driver finally called me. These truck drivers are contracted and will not discuss pricing. Any question I had, they just directed me to the fine print which does legally cover them. However, they broke their own contract in several ways as well including the final payment which I made directly to the drivers Venmo.

The team at Prime Relocation communicated clearly, showed up when they said they would to pack us, and again to move us. The guys were super flexible and willing to take trips between our storage and our home. They were kind and considerate, and we appreciate the help!

We move every 3 years or less on average. Each move has been without major issue. Until now:

1. We ordered a move with Prime Relocation Services 3 weeks in advance, paid the deposit and they said they would call to confirm.
2. They did not do it so we called and were told that we were on the schedule.
3. On the day of the move, as they were not showing up, we called and were told that it had been rescheduled 2 days later. They claimed that they called twice and left a voice mail, which we did not receive. They also said that the “contract”, which they did not send us, refers to 2 possible days (Saturday and Sunday). We never agreed to Sunday, and this is also irrelevant since they were rescheduling us on Monday.
4. We agreed to have the move on Sunday. That day, the movers never called or came. We tried to call customer service, but were only able to leave a voicemail.
6. On Monday, the driver called us at 7 am to tell us that he could not come yesterday and would be there between 10 and 12. Later he called again to say that he had to pick up some supplies for a move taking place the following day (that is more than 2 days late and we're still not a priority) and would be there at 1. Another call followed to say the same thing and finally, at 2 pm, the truck showed up, that is exactly 2.5 days late. We will hopefully receive our boxes, not the next day as agreed but 3 to 4 days later.
7. In the meantime, we are trying to negotiate some compensation for having lost 2.5 days waiting for those guys and the lack of communication and responsiveness of Prime Relocation Services. The manager offered us a compensation of 100$ for 2.5 days lost being on stand-by, he adjusted it to 350$ which is in no way satisfactory.
8. Also, when talking to the initial salesperson, we asked what measure they had taken in reaction to the COVID-19, they said their movers were masked and using gloves. On arrival the driver came unmasked without gloves and asked us if we wanted him to wear one. We said we would stay away from them while they work. This is yet another thing that they did not respect.
9. In essence they wanted us to abide to a contract they did not share with us while not respecting the agreed terms of our initial order and estimate. They changed the date of our move without our agreement, never communicated when they could not come. Don’t use Prime Relocation Services as they are not reliable, especially if you move on the last day of your lease.

Thank you for a stress free move ! The crew was so efficient and helpful. Special thanks to Gregg and Alex. I would recommend them highly.