I have just completed a move that was set-up by Nationwide Relocation Services and am extremely upset that the company has not honored the pricing it committed to. Explanations of the reasons for my indignation are detailed below.
On April 20, 2011, I received an estimate from Steven Carney, a sales representative of Nationwide Relocation, of $2,804.32 to move my possessions from Chicago, Illinois to Scottsdale, Arizona. The actual cost of the move was $3,625.56. There are two (2) issues which caused this discrepancy that Nationwide refuses to resolve as committed to by its company representative and documented in its "Binding Estimate Fee"..
The most costly issue regards the Cost of Crating two (2) items.
At the time of the sales call, Mr. Carney assured me that the estimate he provided was completely binding and would not change, based upon the inventory I provided. Additionally, Nationwide's estimate states "Estimate For Service – Binding". Furthermore, there is a $751 charge for a "Binding Service Fee" as a line item on the estimate . The inventory was identical to three (3) estimates I received from other moving companies that personally inspected my apartment. In fact, the actual number of items moved was less than originally submitted to Mr. Carney.
During each conversation with Mr. Carney, I informed him there would be two (2) items which required professional crating. Each time he assured me that the cost for crating was included in the estimate, as is documented on the attached furniture list . He confirmed this fact to me in our last conversation on May 25th. However, according to Nationwide's customer service representative, Cheryl Jones, Mr. Carney later denied this fact.
Three days before the move, May 23rd, Mr. Carney informed me to schedule the work directly with the crating company. Otherwise, he would call the company and they, in turn, would call me. I agreed to do so and repeatedly confirmed with Mr. Carney that Nationwide would still incur the cost of the packing service, as agreed to in all conversations and documents.
When I spoke with the crating company he directed me to, PAR Services, they informed me that I had to pay C.O.D., as they do not bill Nationwide directly. I immediately called Mr. Carney back to inform him of this issue, provided him with the estimated price and reiterated that I expected the cost of crating to be deducted from the total cost of the move since I would be paying it directly. Mr. Carney phoned me back on May 25th, the day before the move, to inform me that Nationwide would not pay the crating charge as originally promised. Clearly, I was at his mercy due to the situation. The actual cost of crating was $682.20 .
Given that I was told this the day before the move, I had no other option but to pay the charge and proceed. At that time, I told Mr. Carney that, despite his assurance of a "Binding Estimate" and that the cost of the crating was included in the estimate, he submitted a dishonest bid. Based on the total cost of the move, I would not have selected Nationwide as my carrier/broker.
Had it not been so clear that the crating charge was covered in the estimate, I could attribute the discrepancy to an error or mistake on Mr. Carney's part. In which case, I would still expect Nationwide to honor the original "Binding Estimate". However, given the number of times this issue was discussed and documented on the original "Binding Estimate", I told Mr. Carney that I felt he defrauded me with a bait & switch sales technique.
Based on the inventory that included two (2) glass tables with professional packing, I feel Nationwide should honor its "Binding Estimate" and refund the entire crating cost of $682.20.
The lesser issue deals with two (2) services that were not performed.
In discussing details of the move, Mr. Carney explained that my furniture would be a partial load on an 18 wheeler. I understood the implications, as I have experienced several long distance moves in the past. I told him that two of the other bidders indicated they would need a smaller shuttle truck to move from my inner-city condo to the long distance carrier. We discussed the need for the shuttle and I authorized the charge so as not to inconvenience the neighborhood. The actual vehicle that executed the move from pick-up to delivery was a typical 18' – 20' delivery truck.
As the movers were in the process of loading the truck, I spoke with a customer service specialist from Nationwide (may have been Cheryl Jones) about the lack of need for the shuttle truck. She indicated that she could only remove this charge if the owner of the trucking service notified Nationwide that it was not used. The truck owner was on premise at the time and confirmed with Nationwide that they did not need nor use a shuttle truck for the move. Since the shuttle truck was not used, the charge of $251.72 should be deducted from the original estimate.
Similarly, the movers did not make an additional stop, so the charge of $33.19 should also be removed from the original estimate. In fact, Mr. Carney discussed taking this charge off and may have done so.
In summary, based upon the actual services provided and Nationwide's stated "Binding Estimate", Nationwide should reimburse me the amount of $821.24, as detailed below. The June 8, 2011 offer from Nationwide of $100.00 compensation is insulting and unacceptable.
Actual vs. Estimated Cost of Move
Paid to NW - 4/23 $1,123.14 Original estimate $3,089.23
Paid carrier - 5/26 975.00 Less service not done:
Paid carrier - 6/7 845.22 Shuttle -251.72
Crating charge 682.20 Stop-off -33.19
Actual Cost $3,625.56 Revised estimate $2,804.32
Actual cost $3,625.56
Less "Binding Estimate" -2,804.32
My decision to use Nationwide was because it is a nationally recognized, established brand which committed to provide service for a "Binding Estimate". I would never expect such a reputed company to use such deceitful pricing tactics. At this time, I
Review about: Moving Service.