Jul 31, 2009 5:59 pm US/Pacific
Movers Cause Headaches For Bay Area Couple
FOSTER CITY (CBS 5) ―
If you're planning a move, as many people are this time of year, buyer beware. Moving companies are among the top five complaint generators at the Better Business Bureau.
Take the case of Marilyn and John Shappell who say their precious belongings were held hostage by a moving company. The nightmare started in House Springs, Missouri. The Shappell's went online to find a mover after Marilyn got a job transfer to the Bay Area.
"I was on the Internet and I contacted who I thought was U.S. Van Lines," said Marilyn Shappell.
But a different company, called Nationwide Relocation Services, contacted her with an estimate. As Marilyn soon found out, it was a broker. And on the day of the move, it was a yet another company that showed up, Peacock Relocation Systems.
Two weeks later, when the truck had not arrived in the Bay Area, the Shappell's called and got another surprise. "Peacock said there's been a little bit of a problem. Our driver has stolen some money and has abandoned the truck in Ohio," Marilyn Shappell said.
From Ohio, the Shappell's say they their belongings went the long way, to Tennessee, then Chicago, then Portland, and finally, more than ten days late, arriving in Foster City. Where there was more bad news.
"He arrived without unloaders," said Marilyn Shappell.
The lone driver then claimed his truck would not fit in the Shappell's complex and that their belongings would have to go to storage instead. "They were leaving with my belongings. I perceived that as stealing my things. So I called the police," Marilyn Shapell said.
Foster City police helped the Shappell's get their possessions back, but for many other consumers a move anywhere can end up badly. "We do get complaints about moving companies, absolutely," said Lori Wilson at the Better Business Bureau in Oakland. According to the BBB, Nationwide Relocation Services had more than 750 complaints in the past 3 years.
"It's a red flag," said Wilson.
She also warns about using brokers. "They don't have a lot of control over what the movers are doing and if they are not careful of what companies they choose you may end up with a problem," Wilson said.
CBS 5 uncovered information about the two movers involved. The Federal Motor Carrier Safety Administration, the agency that oversees interstate movers, gives Peacock Relocation's drivers a safety score of 94, with 100 being the worst.
As for Nationwide Relocation Services, we found out owner Aldo Di Sorbo, was banned from the moving industry for three years as part of settlement in a Florida case for deceptive practices.
He later went to jail for violating the ban.
Though Nationwide is in compliance now, the Shappell's have learned a lesson. "Search search search and double search. You can't do enough to secure your own piece of mind."
After CBS 5 ConsumerWatch contacted Peacock Relocation Systems, they agreed to refund the Shappell's $300 for arriving late. As for Nationwide Relocation Services, they say 750 complaints is only one percent of their customers, and that they do their best to resolve any customer issues.
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