Always Moving

We have had three company moves during the last 7 years and this move, by far, was the worst, especially their customer service and reliability.
Our move was scheduled December 8th and 9th, 2019, for pick-up and Jan. 4th, 2020, for delivery. Our closing date for our current home was scheduled on Dec. 10, 2019.
This was a company relocation which included packing up our home. Always Moving was supposed to arrive on Sunday, Dec. 8, 2019, to pack up our home, and Monday was scheduled for loading the truck. The truck did not arrive on Sunday at all, and it did not arrive on Monday until close to noon. We got a call Sunday afternoon to say they were running behind on the preceding move, and I was informed that they may or may not get to us Sunday at all. I requested that they call and let me know for sure if they were going to make it late Sunday afternoon, but no one ever called. I did not hear from the company until Monday around 11 AM when they informed me they were an hour away.
They arrived in a box truck that seemed much too small. The driver and assistant were joined by 4 other helpers. The driver insisted that they would still be able to get the house packed and loaded in one day, Monday. They worked hard until 9PM but ran out of time to finish, and the truck ended up being too small. They left around 9 PM to go unload some of our belongings in a local storage to make more room for the rest of our things. We informed them that they had to be out of the house by noon on Tuesday because the buyers had their walk-thru scheduled, and we had our closing at 2:00PM. They got the rest of the upstairs packed and moved to the garage then they had to leave to unload the truck because they had not done that the night before. They did not show back up until after noon and finally completed loading and left around 2:20 PM. We had to reschedule our closing. To say the least, this was very nerve racking and inconvenient. We were upset because we had no idea where they unloaded our belongings and if it was temporary or not. We were concerned if it was also climate controlled like the contract indicated it would be. We discovered that it was actually put in 2 storage units nearby.
I continued to monitor where our belongings were and if they were going to be able to be delivered on time, January 4th. Needless to say, the delivery was also poorly communicated and rescheduled several times before we finally got our belongings delivered on Jan. 19th! 13 days later than originally scheduled.
Not only did they arrive later, they showed up on the 19th in a semi, unloaded everything in three hours, from 4PM - 7PM,
and said they would be back in the morning to unpack everything and get things moved into the correct rooms from the garage. The garage was packed and the exercise machine and 2 outdoor chairs were left outside the garage because they didn't fit.
No one ever returned on Monday.
My husband, alone, put all the beds together, unwrapped all the furniture and anything else wrapped in blankets. We still have around 120 blankets that they left on our belongings.
I just do not understand how it is so difficult to schedule a move. My contact could never give me a specific date I would get our belongings. He could not even give me a date a week ahead of time. I was told on at least 2 different times when I could expect our delivery. but it never happened. They would not call and communicate when it did not happen until after the fact.
We got very upset when we were trying to confirm a Jan.13th delivery date. By this time, we were so frustrated with the customer service that we were receiving and no one seemed to be able to tell us a date and communicate with us. We got upset on this phone call and had words with the company representative. This same company representative had been very condescending to me throughout this process. This move seemed like it would never end! We had reached our limit. We were travelling on Jan.11th when I was told that our delivery would arrive on Monday, Jan. 13th. We were inconvenienced that we had to stop on our trip to get cash out of the bank since we wouldn't be able to on Sunday. No one showed up on Monday as indicated, and we did not receive our belongings until a week later!
During this process, I tried several times to talk to someone else in the company to get satisfaction. I was told that the only one above my contact that I was talking to was the owner, and he may or may get back to me! I told him to please forward my request to talk to him, but I never did hear from anyone! Two company individuals tried to help me and would forward my complaints, but again, I never heard from anyone.
I understand that sometimes schedules can change, but I think it's reasonable for the company to keep in contact and keep the client informed. I never did hear any apology for the inconvenience, etc. And I do think that a schedule could at least be firm a week ahead of time.
We were so disappointed and would never recommend Always Moving, Inc. to anyone. I really believe that they were not very prepared for large household moves. I was told that they had more box trucks than semis. One of the workers on our job also informed me that they did not usually do large moves like ours. From my three experiences moving, I discovered it was much cheaper to use a moving company that determined pricing by weight and not cubic feet like Always Moving does. We also had a 28.5% ($4,023) increase in our moving costs before the move was completed!
We are in the process of filing a damage claim on items. I hope the claim runs smoother than the rest of this move has.