City/Suddath Relocation Systems

I recently moved from Germany back to the US. Suddath is in charge of our military move once our HHG made it to the US. Suddath has passed the required delivery for my household goods. They continue to give us the run around on when our items will leave the warehouse and make their way to our home. Our point of contact updated their tracking system with false information and gave us false information through email. It was updated to say that it left on a truck, when in fact it NEVER even left their warehouse. Not once did they contact us to let us know our things never left or there would be a delay. That is not how a business should conduct itself. So now we wait for a new assigned truck. They continue to ignore calls, emails and are very unprofessional. Like many others I only wish I could rate them with 0 stars.

Zero stars.

Terrible communication.

Not military friendly.

Rude, unprofessional representatives.

File a congressional, consult DoD IG, and get 100% of your costs reimbursed.

Do not give up.

Nearly 3 months without my HHG.

This company is horrible.

I am *** right off! Suddath has been an absolute nightmare. They sub-contracted Fox Hollow Movers to pack. (Which was horrible)
So our goods got picked up on July 3rd and July 5th. The RDD was July 13th or before.. supposed to be a direct move. I rushed to make this house move in ready. My kids were off camping for a weekend while we waited for the truck to pull up Friday. No one answered the day before. No one called us no one emailed, there was no communication whatsoever. Friday comes and our goods were MIA. I called Jypso North Central, Suddath, Valley Vantage Storage, Fox Hollow Movers, our Transportation Assistant at Fort Drum.. everywhere. No one could give me answers and our TA is out of town until the following Tuesday. All week I tried getting answers. Meghan (our TA) is communicating with me but having no luck reaching Suddath either. I’ve called too and no one is returning my messages. It’s July 26th and we’re currently waiting on “weights for crates”. (As of Thursday July 21st Mind you the first 10 days late they were “waiting on a driver.”
Where the *** is our stuff. We have been without HHGs for over 3 weeks. This is our ETS move so it’s already stressful enough. My daughter is peeing her pants and asking to go “home” every single day. My son is begging for his books /toys/ bikes. I not only let them down (by promising our stuff is coming) but Suddath lets them down daily.
Packed are their brand new bikes and items I bought to be used in the summer.
I packed each of us clothes for 2 weeks in a separate bags plus we had animals so there wasn’t much room for toys.
Bunk beds were the perks of the move for my kids. They’re still looking forward to it but each day is wearing on them and us.
I need a ETA day time anything I need an update and Suddath refuses to answer any calls or respond when I ask about the Very late missed RDD.
I need to find a list of items I can claim because money is so tight I’m afraid they will deny a claim not knowing if it’s covered or not. I have the list of example claims but I need an exact list. We want to grill so bad but we have 2 grills and a smoker coming. Everything has just been so stressful for us. We’ve had a string of bad luck since the day the movers packed. I’m so worried about our goods. We worked for every single thing we own and it’s all sentimental to us. How can they be so heartless to the military families. I’m begging for my things and it’s not looking like it will come anytime soon. THEY NEED TO BE SUED AND FIRED FROM THE MILITARY. My shoes for my sisters wedding are packed, along with jewelry and so much more. This is by far the worst move out of 5. I NEED ANSWERS. WE NEED OUR HOUSEHOLD GOODS NOW.

Suddath was in charge of our second move through the military and it has truly been a nightmare. Our things were packed on 5/30 and were supposed to be picked up on 6/6 in CA. Our belongings didn’t get picked up for over a month later. I understand this a busy time of the year but we received no communication from Suddath. We called multiple times a day for 5 days in a row without a single returned phone call. When we finally did get a hold of someone they were rude, unprofessional and uncaring. We went 5 weeks without any of our household items. Our two small children had to sleep on the floor until we were finally able to be reimbursed for air mattresses on 7/2. Usually our moving costs are covered by the military, but due to the major delay in our belongings we are easily out $1,000. I am truly dreading getting Suddath to actually pay us back for basic household items and food. I hope to never have to deal with Suddath again during a military move.

This company was used for my military move. They are 11 days behind my delivery date and have stated my household goods may not be delivered for another 6 weeks. This is a horrible company who should not receive another contract to move military members. They do not back their obligations.

Wish I could give zero stars. Suddath was contracted by the Department of Defense to manage our household goods (HHG) shipment from ***, NE to ***, OH. We were given a pickup date of 22 June and required delivery date of 29 June. This was supposed to be a door to door move. With this in mind, my family moved ahead of me and made travel plans with family based on these contractual dates. A few days before our move dates, the military system sent us an auto-email telling us that our required delivery was 18 July. We called and they assured by the RDD was still 29 June. We called Suddath. They could not guarentee our RDD...only 3 days before our pack and move. Suddath made no proactive attempt to contact us to let us know they weren't going to meet their obligations. Our HHG are picked up, family moves to OH and Suddath insists they are doing all they can, only after we contact them, never them going out of their way. The RDD passes, nothing from the company but an email telling us what they "might" pay for out of inconvenience. We tell our story on their Facebook page. Finally we get a call from customer service. Their representative was rude and mocking...she provided no solutions to our problem. Over a week past RDD, Erica calls back and assures me that our shipment will be crated within two days and shipped a few days later. Those few days passed and no word from the company. We call for an update. Call goes directly to voicemail. We have called this company over 3 dozen times for updates and the call goes to voicemail every, single, time. Our representative calls back a few hours later and tells us we can expect our shipment on 3 Aug...over 40 days past the RDD. This company is deceptive. They have strung us along for weeks with false promises. It seems like they lie to keep us from committing to spending money on items they would reimburse us for (rentals, hotels, etc.)

By far the worst moving experience in my entire military career. The delivery truck was two days late and I didn't receive any phone calls or emails from Suddath with a delivery day. I only heard from them on the second day after my contracted delivery date because I filed a complaint with the Military House Hold Goods Office. The moving truck finally arrived two days later and discovered that 3 pieces of furniture was broken. It was clearly documented on the turnover sheet and signed by the driver. I filed a claim and denied by you.

Suddath was is late delivering household goods. Was told the delivery deadline was 20 April and was given no notification of this date. Then I received an email stating the delivery was going to be late an additional 4 days due to the driver having personal problems. Due to the late delivery, I have had to pay a full months rent in an apartment in which I cannot reside because I do not have my household goods. I only have a weeks worth of clothes and none of my personal items. This has caused much stress as I will be checking into my new military unit at this time. There has been no compensation or an attempt to get another driver to ensure the delivery would be made on time.

During my families move last year the referenced moving company damaged multiple pieces of
furniture, among other household items (listed in attachment) and has failed to pay what I believe to
be a fair and reasonable compensation for the damage. To this day I've rejected Suddath's consistent
attempts to low-ball on the actual value of the damaged items. I fully understand I'm possibly cutting
into someone's bonus, but offers up to this point have been unacceptable. This is an attempt to make
the situation right, therefore I'm asking that someone be held accountable. I would appreciate
assistance with resolving the aforementioned complaint. Supporting documents/evidence will be
attached.

Suddath was hired to move my belongings as part of a corporate relocation. My television was working before the move but delivered in non working condition. Suddath provided insurance for items damaged during the move but did not replace the television that was damaged. Suddath asked for the television to be inspected by a tv repair company at my cost. I did not have the television inspected and replaced it on my own. Suddath did not offer to replace the damaged item as guaranteed by their insurance policy.

I am a service member transitioning out of the Army. I was relocating from Hawaii, to my home of record which is Pennsylvania. While stationed in Hawaii, movers came to pack up my things on August 3rd, 2017. The original delivery date that was listed on my shipment paperwork was September 26th, 2017. As of September 26th, I was still residing at my home of record which was in Pennsylvania. Since then, I have started working and relocated to Maryland. On September 26th, I was at home waiting the entire day for my household goods to be shipped. It wasn't until that evening on the 26th that I received an email from SUDDATH stating that my household goods had not yet arrived to Pennsylvania. The email stated that my household goods would arrive to Ace Moving and Storage Corp. between September 28th and October 2nd, in which I would then have to call and schedule a date for movers to deliver it to my house. On October 3rd, 2017, I contacted my SUDDATH relocation specialist, Kelly C in regards to my household goods. She stated that the date has yet changed again and that my household goods may arrive the next day, October 4, 2017. It was at this point that I requested to escalate this situation. I was transferred over to a claims coordinator by the name of Ash K. Mr K requested that I send an email to him stating the issue at hand. In the email, I explained to Mr. K that the delay in the delivery of my household goods has caused me to be unprepared in moving to Maryland. Mr. K responded back stating that an inconvenience claim will not be authorized due to the lack of essential items on my inventory list. It has now been 2 months that I have been without my household goods. The only belongings that I have is the clothes that I packed in my suitcase when flying from Hawaii to Pennsylvania. I have since had to purchase new clothes and necessities.

According to Suddath's tracking portal website my household goods was delivered on 10/2/2017. This is WRONG. As of 10/3/2017 I have NOT received delivery of my household goods. I have NOT been contacted to schedule a delivery date.

Last week I sent several emails to the assigned Move Manager inquiring about the status of my shipment. To date I have not received an email response. I followed my emails with telephone calls. Everytime I call the assigned Move Manager I get his voicemail. I left several telephone messages inquiring about the status of my shipment. I did not received a call back. This morning after complaining to the Suddath operator that I always get the Move Manager's voicemail she said she would leave a message. At 9am 10/3/2017 the Move Manager returned my call, he could not give me an update and said that he would call me back. 6 hours later he has not called me back so I called him, again I get his voicemail. I called again and this time the operator put me on hold. I waited for over 15 minutes. Once the Move Manager finally picked up his phone, I asked him if he has any status update on my shipment. He said "It will be delivered either this Friday, Saturday, Sunday or Monday." I asked "Where is it going to be delivered?' He responded "Waldorf, MD" I asked "So when can I expect it to be delivered to my house." He responded "We will call you when the shipment arrives." I asked "Do you know where my shipment is currently located?" He responded "I only know where its going. We will call you when it arrives."

With the erroneous information on their tracking website and the Move Manager's lack of knowledge, it appears to me that Suddath has no idea where my shipment is nor has an idea of when it can be delivered to me. This is such poor management of their service and awful customer service. I still don't have my household goods and with no idea of when it will be delivered. I am afraid Suddath has lost my shipment.

Suddath Relocation Systems moved my furniture from Duluth, GA to Frisco, TX . The furniture was picked up on March 29,2017 and final delivery was April 11, 2017. Several items were either damaged or missing. I filled out the appropriate forms provided by the company. A representative from *** was sent out by Suddath to review the damage and provide Suddath estimates *** repair or replacement. I received a letter from Customer Claims Adjuster, Andrew W dated 6/29/17 offering me a cash settlement or option to have some of the items repaired. I contacted Mr. W to tell him that I wanted the high value item (Secretary desk) repaired and that I would accept the cash *** the other items that needed replaced or repaired. I place several calls to Mr. W the last of which was on 8/22/17. On that call my message was , "please call me as I have patiently waited long enough *** the issue to be resolved'. My call was not returned. My next call was on 9/15/17 when I asked *** the name of a supervisor. I was given the name Becky H at 800-390-7100 ext. ***. My call was returned by Heather who left a message stating the settlement form shows that everything has been settled. Since it has not, I immediately returned Heather's call and stated such.

In March of 2017 I contracted to move my household good, and when they arrived on April 5th items were missing and damaged. Service order number ***. Where I chose to pay for full value protection. Missing item #104 a box of wrapping newsprint about 80% full. Missing item #145 the base of a 47" TV (item #143) that cannot be safely used without the base. This is a Toshiba TV with a 240hz refresh rate, that retailers cannot supply a like version. Or, replace the base, removed by *** personnel. Item 106, one of three 3 shelf metal racks, costing $19.95 each. I do not know where, but two these racks were disassembled and only enough parts were delivered to reassemble one arrived. Item #114, the bed foot board. Arrived with a large chip on an exposed surface, that was not noted in the shipping inventory. This bed is Thomasville, and the local dealer noted that the model is discontinued. Not replaceable. The only solution was repair. Item #105 a 6 foot Oak Bookcase. The laminated back, was flopping loose, and not reported on packing inventory as so. To finish checking the shipment, I had to remove numerous staples hold ing unit together and replace the back with brads. A claim form was submitted on April 14th, and *** sent "Furniture Medic" of Colorado Springs to look at the items on May 3rd. With no *** response, I contacted Furniture Medic around May 20th, and they noted a Kim D at 800-395-*** was assigned. I attempted to contact Mr/Ms D at the number with no response. After around 100 days with no response, I attempted to find out the solution. And, OOPs the excuse of fallen into a crack and not processed. I can not estimate the reasoning. And, I asked that I be notified of a resolution by 4pm EDT today, since *** didn't think it was necessary to process the claim expeditiously.

This company is completely useless. We have been told that our household goods would be delivered on a certain date. That date has come on gone. I call this company twice a day for updates and every day they tell me the same thing, "we don't know anything and we can't give you an ETA for your stuff". This is beyond ridiculous.

On the week of 15 May, I contacted *** for a quote to move my household goods from Ashburn, VA to Harpers Ferry, WV (35 miles). I received a call back from Suddath, a *** agent. I had had a fantastic experience with *** moving my household good from CA to VA in 2011, so I figured I could trust an Agent of theirs. I met with the assigned estimator John C out of the Dulles, VA office. Mr. C came to my house on 23 MAY at 0900, did a walk through, and then provided me a quote at first for $4,000 because as he quoted "it's crossing state lines." I told him that was ridiculous, that it's 35 miles, clearly a local move. He said he'd have to look at the regulation to see if he could do it (he never told me what regulation that was). He then gave me the local move price using 4 men, 8 total hours, of $2136.20. That seemed fair to me, so I agreed and signed the contract. Mr. C also stated that he gave the movers plenty of time and if they finished earlier than the estimate, I would receive money back. Robin N from Suddath then emailed me on 31 MAY advising me of how to pay the quoted price. Before I paid, I asked Ms. N how would it work if the move took less than the quoted 8 hours. Ms. N stated that I would receive a refund if that happened. She then stated that if it goes over they would invoice me over the 8 hours. This was never discussed with Mr. C, but I was assured by him the move would be 8 hours or less with four (4) men, so I was not concerned. The move on 10 JUN took 12.5 hours, and now I'm being billed another $708.52. Between the initial cost, the $200 tip I gave the movers, and the $2136.20, this is the price of a long distance move. I have requested Suddath to at least meet me half way on the $708.52 since their quote was so glaringly wrong, and they have refused.

I'm trying to get Suddath to send me an email confirmation of my moving delivery date and details. My window of delivery was originally June 26, 2017 thru July 3, 2017. There has been no calls to update me on the status of my delivery for this move without me reaching out to this business office. No urgency has been placed on Suddath's part until this past Monday when I reached a branch Manager, Nick C. I received a call that my delivery will be next week but I cannot get anyone to return an email confirmation with my delivery date & details and cannot get Nick to call me back.
NO URGENCY HAS BEEN PLACED ON THIS AT ALL. THIS WAS NEVER ESCULATED AS IT SHOULD HAVE BEEN. There continues to be no sense of urgency or regard to me. I've been sleeping on a blow up mattress, wearing the same clothes for work and I have had to buy duplicate items that I already have in order to "live" while Suddath has done nothing for me.

We have been trying to get our items delivered to our new house in El Paso. Our items were picked up June 19th and have been in storage ever since. Each time we call we get the same story of there isn't a driver available. The same story that many other military families have been getting from Suddath regarding their move. I have messaged on ***, I have called, and I have posted. Nothing seems to make a difference. I would love to speak with someone higher up than the woman I have been in contact with. I can not seem to find anyone willing to help in this situation. Transportation can't help, your customer service is no help, and we will be filing a complaint with the military as well.

Suddath Relocations was contracted to move my husband and me from the west coast to the south during the month of may/June. The company then contracted another company to pack our things. They packed up our house and left minor things claiming that the driver would be able to pick them up next week. The driver arrived early the next week and kindly let us know that he is not required to pack anything, was not aware he needed to finish their packing job, and let us know he would call the company to dispatch another packer to come pack up the remainder of our things. After waiting a little over four hours the rest of our things were finally packed and our things were driven away after giving them our final address with a guaranteed delivery date of June 14th. June 14th arrived and we did not have any contact with the moving company. I proceeded to call Suddath on their many phone numbers, left over 10 voicemails and was told by their operator that I would receive a call by end of business day. I did not receive a call and I continued to call throughout the day on June 15th. I finally received a call around 1pm on the 15th stating that they do not know where our shipment is since it was stated that it left the west coast on June 5th. They claimed they would contact me when they knew more. Someone called again on Friday June 16th saying that our shipment was "crated" June 14th at its original location. (IE- it hasn't left as they originally stated.). They said they will give me an ETA asap as they cannot locate a driver. I called later that afternoon, the 17th, 18th, 19th, 20th, and 21st multiple times and left MANY voicemails with no returned calls. I contacted military offices who also couldn't get ahold of Suddath. Finally as of June 22nd I was notified that our shipment has left its original location and will arrive in town on July 5th. It is now July 6th, and our things have not arrived in town and still have NO ETA of when our shipment will arrive.

This is by far the WORST moving company I have ever dealt with. We started all of this the beginning of May and they told us it would be arriving at our new base location the 14th of June. Couple weeks pass and we start calling about our stuff and no one is giving us an answer finally get an answer and our stuff hasn't even been touch since May from our original house. Finally June 15 they start to come to CA. They send me a email that our stuff will be delivered the 20th of June. I call when I haven't heard anything that day and they say that our stuff won't be here till July 11th. I'm completely outraged on why they keep pushing our stuff back. If you give me an expected delivery, I don't want to wait another month for you to get on it when it was your mistake in the first place. I'll know be without anything until July while I'm alone in an apartment because my husband is on deployment.