This was a 36-hour delay with no accountability. They seemed confused because their information indicated we were fine. We were not, and still had a 1,500 mile drive ahead of us. 13.ĝuring the time our belongings were still being loaded, two customer “service” reps (if you can call them that) cheerfully called to verify we were back on the road. Kudos to her if you can track her down – let her run the Penske if nobody else wants to. He was ripping these guys off while we were left to deal with the consequences! We called Penske and got the one, single, non-useless Penske employee on call to help us. The sub-sub-contractor who hired them/had their money would not answer their phone calls or texts. They expected us to pay them! Now it is dark, we do not really know where we are, we do not have money to pay them, everyone is cold, and things are starting to turn a little ugly. As it turns out, they were not Penske employees! One found the job through Craigslist. Once our belongings were moved to truck 2, the moving crew asked for payment. Did it contain garbage or our tax returns? We will not know for months. One guy loaded a long blue plastic tote into his personal van as we were leaving. We experienced significant damage to our belongings and do not really know whether every box got loaded. Our personal (not Penske) moving blankets, ropes, and moving straps were not used. They unloaded everything in the parking lot, in the dark, and in the snow. Others arrived a couple hours later – now there were 5. To his credit, he was courteous, he gave us bottled water, and he was the last Penske employee to leave for the day. Matthew locked us out of the building and left. 9.Ě moving crew of 2 (not 4) arrived around 5:00pm and got started around 5:30pm. If we had exceeded the limit during the move, we would not have had money for fuel, food, shelter, automatic payments, move-in costs, or emergencies. Credit cards have limits, and we are at, near, or over ours. We only learned we had been billed for BOTH trucks 2 days AFTER the move. The rental form makes it look like we have insurance for this. We had a small accident and are now in serious financial jeopardy. We thought we had accident insurance but did not (wait, it keeps getting worse). We were told by Matthew that Truck 2 was newer with less miles the exact opposite was true: a. We were billed for a second truck – unbeknownst to us at the time. We were rented a second truck but not asked whether we wanted insurance. Eventually, progress was made toward a plan. New-guy Matthew could not seem to fathom any part of the problem or solution deer in the headlights. Manager Carlos got the ball rolling, but left around 4pm. Truck 1 was completely lost, truck 2 had not been scheduled, and the moving crew (4 people promised) had not been hired yet. Nobody at the facility knew why we were there. We arrived, as instructed, at 3pm the next day to oversee movement of everything we owned from truck 1 to truck 2.
The 1st truck died within the 1st 60 miles. I am so grateful for the help! Especially for going above and beyond in such an emotional time for me. I was so glad they did! I breathed easier once they came and started to empty the van. I called Penske for help and they sent Doug and his assistant. I could not unload the truck by myself and return it. He would not be back for at least 5 or 6 days. He unloaded my car from the car carrier, but had no time to unload anything from the truck before he driving several hours more to see his father. Seeing all the accidents made it even more nerve-racking! Making matters worse, before we are “home”, my husband gets a call saying his father is dying.
he was a blessing! Especially after such a rough move for us…… Hundreds of miles on treacherous ICY interstates (35 mph or less for at least 5 of those long hours/days). From unloading the moving truck, making sure furniture was placed where I wanted it, driving the truck back for me, making sure the gas tank was filled (I paid, but he assured that it was full), unloading the car carrier, etc.
He was polite, friendly, and extremely helpful. He was awesome and I would definitely recommend him. Our move was nerve-racking, but Doug (one of the movers) went above and beyond to help once we got to our destination. A BIG THANK YOU for help in a tough time….
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