|
Review content:
What can I say... we had to arrange a move from east to west coast on short notice. These guys came in with a quote that was way under their competitors. I should have known it was too good to be true. What went wrong? Pretty much everything.
On move-out day, the movers showed up 3 hours earlier than we had been told the day before. They were pissed that we weren't quite ready. The driver, Dan, was consistently grouchy throughout the subsequent 3-4 hours that it took to complete the packing and load the truck.
Also on move-out day, our ""binding"" estimate turned out not to be so binding after all. Once the truck was packed, they wrote up a new contract with a higher price and made us sign that. Could we have fought them about that? Maybe, but we were too exhausted, and big grouchy Dan was a pretty intimidating guy to have to argue with. So we let it slide, telling ourselves that if it was the biggest of our problems we'd be content.
That's when the trouble really started. Our stuff was supposed to get to CA within two weeks at the outside. It ended up taking more than a month. During that time we were repeatedly assured that it was on its way and would be with us soon. Right...
Finally, on move-in day, two computers, two beds, and several boxes were nowhere to be found. ""Misplaced."" Over $5000 worth of our stuff... vanished into thin air. We never could get a straight answer out of anybody about what might have happened to it. The guys who actually delivered our stuff were some third-party company, no relation to Hercules. Evidently Hercules contracted out the cross-country portion of the move. This provided them with all the cover they needed to deny culpability for the problems and lost items... everybody blamed somebody else.
Also, when our stuff arrived it came in a small truck: they had loaded it off the big cross-country rig on the pretext that they couldn't drive such a large truck to our apartment complex (though I later saw exactly such large moving trucks come in a couple of times). I was told this was standard procedure and that they would normally charge me an extra $700 because of it. They ended up not charging us that extra money because of the extreme delay and the ""lost"" items. Am I supposed to be grateful?
Finally, some remarks on specific Hercules employees.
Our moving consultant was named Elan. Seemed like a friendly guy. Too bad every word that came out of his mouth was a lie. He lied about the cost, the timing of delivery, the safety of our belongings while in his company's possession, the mode of delivery, his company's professionalism when handling problems. Etc, etc. Every time I called him with any question (e.g., where is our stuff? after it was weeks overdue) he would put me off with bland reassurances that amounted to nothing. Watch out for this guy.
Nathalee, the person who answered the phone most of the time, was similarly unhelpful. She was courteous and talked a good game about helping us with the problems that we encountered, but still nothing good came of it.
Adam, some type of manager there: same deal as Nathalee. Nice over the phone but not really interested in helping us.
Ultimately no one took responsibility for any of the problems. The most we got out of them was a couple of insincere apologies.
Oh, and if you take a look at what most of the 5-star reviews have to say about this place, I think you'll agree that they don't come from actual satisfied customers. Just Hercules trying to buff up their image with bogus reviews.
|