White Glove Moving

Reviews 3

AN

Andrew Crews

Choosing White Glove Moving for a cross-country move was the BIGGEST MISTAKE I have ever made. Save yourself a lot of heartache and financial distress and simply spend the money upfront on a quality moving company (that being said, any other mover would do). I refused to sign a claim offer of a measly ~$300 for my ~$7,000 of items in order to write this review, as the claim form legally prevents one from filing service-related complaints. Here is my moving experience highlight reel: - Lost 20% of my boxes valued at ~$7,000, one of which was the largest box I had - Forced to notify mover that they brought other people’s boxes into my apartment - Long distance driver was entirely unorganized and brought me into his truck to help look for my boxes (Good thing I am not a thief!) - Nonexistent communication within the company - Management was unaware my boxes were even missing - One way street - Whiteglove rarely, if ever, returned any of our repeated calls or messages - Whiteglove employees are incompetent across the board - drivers, customer service and directors are no exception - Zero accountability - Eventually dealt directly with a White Glove Executive Director who quickly pawned me off to yet another employee - Never got a truly honest apology - Was encouraged to quickly file a claim - Possible locations of my box according to Whiteglove - in other customer’s hands, overseas, or hidden in the New Jersey warehouse - Pressured Whiteglove to put any real effort into finding the boxes - Experienced horrible record keeping and knowledge-share among employees regarding customer files (not sure they really exist, maybe on napkins?) - Granted access to their “VIP Customer Care Department” line. If the kind of treatment I received on that line was “VIP”, I would love to know how they treat regular customers service calls Best luck on your move! UPDATE: I called White Glove to tell them I was declining the claim offer. They increased the offer a bit, but it still wasn’t anywhere close. I was asked what I was looking for, and I told them “at least $xyza” as I didn’t have time to think and choose a set amount, to which the employee replied that I should hear back in a few minutes. I was under the impression she was just feeling me out to see if coming up to around this amount was even possible. Just before the end of their business day I got a call back with a new offer. The White Glove employee went on the offensive and began attacking me once I suggested what I considered to be a reasonable offer (I came up with a fixed amount after having some time to think about it) considering I did not get what I paid for, which is for ALL my belongings to end up at the final destination. She said “we agreed on a number originally, but then you turned it down”. Nonsense. I was offered the “maximum” amount originally and was not aware of all the legal jargon prohibiting me from reviewing the company - I never agreed to that. She then suggested I was lying about the box contents, told me I was “vindictive”, that I would receive “bad karma”, and that if I posted a review she would reply with “all my personal information” including my signed confidential contract. As far as I’m concerned, I am expecting good karma if I prevent even one person from using this terribly unprofessional company. I credit them for increasing the offer, but it is grossly unprofessional and disgraceful to start launching personal attacks at a customer.

GR

Gregory Jones

We are very pleased with the service that White Glove Moving provided. They moved the contents of our 5 bedroom home into storage carefully and professionally. We researched 8 different moving companies and are fortunate to have chosen White Glove. The deciding factor guiding our choice of movers had much to do with the estimator from White Glove who came to our home, Ralph. He was very courteous and professional but most importantly he had extensive experience doing the actual moving labor like packing, loading, unloading, assembly, etc. His estimation of labor hours, packing materials and storage space needed was perfect. Therefore, not only was the White Glove estimate lower than most of the other estimates we received, but it left no room for “surprise” additional costs at the end, like many others had. Next we spoke with Arthur at the White Glove office to schedule and book the move. Arthur was very patient and informative, taking care to answer all of the many questions I had, reassuring me of this company’s experience and professionalism. A few days before the move we received a call from Sam at White Glove to confirm the move date and other details. In the meantime, Ralph and Arthur were continually available to us whenever we had questions. Approaching moving day we had no concerns, convinced we chose the right company to handle our antiques, fragile items and all the things in our home representing 40 years of family memories. The first moving day went perfectly. The moving team consisted of a foreman, Ali, and four other men, Arsenio, Max, Ferhit and Jack. All of them were incredibly hard working, stopping only briefly to quench their thirst during a very hot and humid pair of days. Ali coordinated everything, assigning tasks and performing some of the more complicated packing jobs. Max carefully packaged our most fragile crystal, china and collectibles. Arsenio expertly loaded, organized and packed the trailer truck. Ferhit, Jack and Ali efficiently brought all of the contents from the house to the truck, including about 150 boxes of items. It was impressive to watch Ferhit and Jack carry so many boxes, many of them full of books, so quickly, carefully and efficiently. Everyone did a phenomenal job. The second moving day went perfectly. The same moving team met us at the storage facility 2 hours south. Arsenio expertly maneuvered the tractor/trailer right next to the door leading to our storage unit and the team began unloading all of the contents immediately. While Arsenio brought things to the back of the truck, Ali, Jack and Ferhit transported them inside the facility where Max was waiting to expertly organize and pack them into the storage unit. Everything was done in quick order, professionally, carefully with no problems, dropped or damaged items. To top it all off, we received a refund check in the mail for about 16% of the original estimate! Ralph told me if the estimate turned out to be high, we would get money back, and he was right. Some of the refunded costs probably had to do with additional preparation we did before White Glove arrived; boxing many of the items and bringing most of the boxes to the first floor near the front door. However I am sure much of the savings is due to how quickly and efficiently the moving team was. We could not be more pleased. We highly recommend White Glove Moving and plan to use them again in November when we move our items from storage into our new home.

A

Anonymous User

Many folks here comment on how White Gloves moving services are excellent, but theyre probably reviewing local moves. Be very cautious if you plan to use White Glove for a cross country move. I was drawn to White Glove because of its positive reviews and its A+ rating on BBB, but what convinced me to use White Glove was the attentiveness of Frank (my advisor) and his willingness to negotiate. Unfortunately, I did not have a positive experience once my move actually started. Positives: 1. Prompt responses: Frank usually would quickly email or call me if I had questions 2. Flexibility: White Glove was willing to discount before my move due to a competing bid and during my move due to my problems 3. Very little damage: Items arrived in good shape 4. Friendly movers: The gentlemen who picked up and delivered my items were helpful 5. Service: The sales (Casper) and operations (Alex) directors took ownership of my move and its problems. Negatives: 1. Late pickup: My pickup was one day later than scheduled. I had to scramble to meet the movers right before my plane flew out of town. 2. Late delivery: My contract guaranteed 14 business day turnaround, but my items were delivered at the last possible hour. White Glove held my items for 31 actual days, from June 16 to July 17. This was partly due to how I didnt choose my "first available acceptance" until June 26. I had no idea that my move would not start until June 26; had I known I wouldve selected an earlier date so that my items would move while I gone. Instead, my items sat in a NJ warehouse for weeks. As the result, I had to live for an additional 3 weeks sleeping on the ground with the barest of clothes, food, and cooking supplies. 3. Contractor service: I was told that my move would be handled by White Glove employees and equipment. Instead, my items was handled by contractors: Big Canoe Moving and FlatRate Moving. I was completely misled. 4. Poor/wrong dispatch service: I called dispatch multiple times for updates on my move. I was told by at least 3 different dispatchers on different days that my items were being loaded "at that moment" for the move. My items were not packed until the 13 business day, July 14. One dispatch person even disregarded my frustration with the comment "We are professional movers; we know what were doing." On multiple occasions, dispatch promised to call me back with updates but never did. Again, I felt misled and disregarded. 5. Lack of follow-up: After I receiving my items from FlatRate, I yet to hear back from White Glove even after receiving a promise that I would. 6. Unexpected Charge: My initial estimate was lower than expected because my inventory wasnt complete. I had to pay an extra $625 overage for 100 extra cubic feet, but White Glove discounted it to $300 for a final price of $3115. The main lesson is to use a national moving company for cross-country moves. As much as I wanted to help out another small business, I ended up regretting it. The other major lesson is to pick your first available acceptance date wisely.

Other organizations