Hollander

Warning! Do not believe any part of their sales pitch, none of it was true. We were told the following:
1. Your property will be loaded on to the moving van that takes it to your final destination. There will no transferring your property to other trucks and it will not be taken back to the terminal (warehouse) and unloaded and stored before placing it on the truck that delivers your goods.
Actual experience: Our goods were picked up and loaded by a local crew on to a small truck, taken to the warehouse, unloaded and stored for two weeks, loaded on to the cross-​country truck, unloaded and transferred to a smaller truck in Walnut Creek, CA and then delivered to our new address.
2. The driver that picks up your goods will be the one that drives them across country and delivers them to your new residence.
Actual Experience: A local driver picked up our goods. Someone else delivered the goods to us. This resulted in multiple problems. The crew that reassembled our furniture, etc. had no clue how to do this task. They had a box of screws and bolts with no idea what they went with. The result was that some of our antiques were damaged while being reassembled.
Also, the original driver received approval from management to give us a $ 150 credit for packing materials we purchased. Knowledge of this approval was disavowed when we were presented with the final bill.
3. We only use United employees to move or handle your property. Many companies will use day laborers on the delivery end. United stopped doing that a couple of years ago and all people handling your property will be United employees that have been trained and certified.
Actual Experience: United used day laborers on the delivery end. When I asked the sales representative about this he said «Well I think they passed a drug test».
4. We will supply you with boxes for the packing that you are going to do. You will just have to go to the terminal to pick them up.
Actual Experience: When I called the sales rep to tell him I was ready to go pick-​up boxes, he said there were none. He directed me to purchase boxes from Home Depot, save the receipts and provide them to the driver that picked my goods up to receive credit for the purchases. The driver had no knowledge of this when I presented him with the receipts, but after calling his boss told me that I would receive the credit.
Despite numerous conversations with the company and the sales rep, I have not received the credit. I was told that they do not give such credits, I must have misunderstood the sales rep and it is impossible to alter the contract and pricing once the contract has been signed. The sales rep finally agreed to give me a $ 70 credit, but I have not received that either.
5. We will take extra care with packing your property and I am specifically noting the antique family pictures (large wall size photographs over 100 years old).
Actual Experience: When the movers walked through the house to see what needed to be packed they looked at the photos and asked if we were packing them ourselves. When we said no, the move’rs response was «I wish someone had told us about that.» It did not appear that they had the correct supplies to pack the photographs and ended up cutting up boxes and taping them around the photographs.
Another issue with the move:
We were given a Moving Coordinator, but that person never called or emailed us. I had to call them to see if our moving date was confirmed. They also told me they would call me when our property was loaded from the terminal to let us know the delivery date. The next call I got was from the driver that said they were delivering our property the next morning.