Terrible Customer Service

My wife hired Two Marines to move 9 pieces of furniture (three were rather heavy), a washer and dryer (that was only being off loaded into the garage) and 15 medium boxes on a local move on a Friday in mid March. The estimate was for a crew of 3 for 4 hours. When all was said and done she was charged for 7.5 hours and a bill nearly $1000 higher than estimated. In our many moves of our household goods, weighing between 18,000-20,000 lbs. they have typically been off loaded in 10-12 hours with a crew of 4/5. The crew was very nice and polite. The issue was the apparent lack of motivation. My wife called to vent her frustration more than once during the day, describing a team that moved very slow, lots of standing around and long periods of “thinking about how to do things.” I arrived at the very end of the day and personally witnessed the crew lead putting feet on a couch and the rest of the crew sitting in the truck while the washer and dryer (the last items on the truck) were still waiting to be off loaded to the garage. My wife asked the crew chief if there was any reason his team could not unload the last two items on the truck while he did that. Her description was that this was how the entire day went. Then there was the damage. The furniture was wrapped well for the approx. 15 mile drive and we would not worry about a few dings in the wall or a scratch or two on the floors, except for all the other issues which just magnified the number of small points of damage done, to include one piece of furniture that has multiple dings and a cracked leg, despite the crew chief telling the team not to move it upside down because of “the crown.” However, they did it anyway and the “crown” was damaged. When my wife showed me the bill after the team left, I called the company. The dispatch explained to me that it took 7.5 hours so that was the charge. I explained the pace, damage and extreme variance to the estimate and he said the supervisor was gone for the day but he would have him call me on Saturday (the next day). After hearing nothing, on Saturday afternoon I called back and was told that the supervisor was having a busy day and didn’t have time to talk to me, but he could call me Monday. On Monday I received no call. On Tuesday at approximately 1130 I called back and was told by the dispatcher that he would contact the supervisor and see what he could do. After receiving no call back, I tried calling the main HQ line but it rang twice and then cut out-both the Virginia and DC lines, multiple times. I then left a message with the Director of Operations, followed by calling back the main line, finally getting through, but the nice woman on the phone explained that the supervisor was out and her computer was not working so she could not look up my wife’s order, but would get the details and discuss it with her supervisor and someone would get back to me. After receiving no response again, I sent an email to the CEO and received no response as of the time of posting. I made an additional attempt to contact Two Marines 48 hours later and the (again very nice) woman on the phone told me that her supervisor had not responded to her email, but she would try again. I continued to call every 2-3 days not receiving any call backs, despite the same response each time that I will get a call back the next business day. On 1 April, I spoke to a different woman who said she did not have access to my files but would email me the operations manager’s contact information immediately and have him call me on Monday. She confirmed my email and my phone number. When I received no email in three hours I called back and spoke to someone else who confirmed the same, and then did send me the email. I sent an email requesting the status of my claim to the operations manager and never received a response, either by phone or email. I continued to call frequently, occasionally getting someone on the phone, but never had any return calls from the messages left. On 3 May I got through and spoke to Cory, who stated he had “never heard any of this,” and would “pull the file, look into it and call me back in a couple of hours.” No call received. I have made dozens of calls over a period of Months. I continued to call but never again got through to a live person and as of mid July, I continue to wait on any kind of call back from management. I sent another email to both the CEO and chief of operations, with no response. They did eventually pay the damage claim (another long painful story). The customer should not have to do this much work to talk to someone and in this case, fail to do so. I understand that sometimes things take longer than expected, and there were stairs involved, but this was such a gross underestimation, coupled with poor service, an abysmal leadership response and an appearance that company policy is to ignore complaints and hope they go away, that I cannot recommend this company to anyone.