Cross Country Moving & Storage

Do yourself a favor and do NOT use this company.
They low ball your estimate at say $3.50 cf then if you go over they charge you $7 cf using a tiny print clause in the contract. The intent is obviously to scam you for more money otherwise the clause would have n regular size and the salesperson would have told you about this.
Then they scammed us for another $500 in cash to deliver the goods to our condo.
Then we paid $400 for professional packing as they describe on their website but when we opened the boxes stuff was just thrown in clothes with liquids that broke and cans. Boxes were broken and wet. Two large screen tvs were just covered with a piece of cardboard and the screens were broken. Furniture was damaged Glasses were broken.
When called to register a complaint they hung up on us four times.
The whole enterprise is structured to rip you off.

Move size: 2 Bedroom Home Service cost: $3500

This was my worst experience with any company ever, hands down, and I've dealt with some pretty awful companies (credit rating agencies, student loan lenders).

FIRST and most importantly, they'll rip you off and arm and a leg. They do this in a few main ways:

1) Shuttle service fees - both at pickup and delivery, they'll claim they need a so-called 'shuttle truck' to get to your address, and charge an extra $1/cu ft EACH WAY for that. They'll do this regardless of anything you might've discussed or been promised beforehand. The sales rep I spoke with (Greg Johnson) promised me on multiple occasions that I wouldn't need a shuttle - I even had him check out the specific addresses - all to no avail. After I called the company at least 3-4 times during the pickup to protest this, they said they'd do an investigation but that I'd have to pay the fee up front anyway, and possibly get it refunded later. It's now been over a month since pickup and two weeks since delivery, and needless to say I haven't heard a word from them about the investigation.

2) Inventory overage rate - you'll get quoted an attractive rate per cubic foot (mine was $2.52/cu ft), but beware. Buried in the small print of the very long contract they pressure you to sign is one single mention of a "full tariff rate, seven dollars p/cf". This means any volume on the day over the estimated volume in your quote - not items, volume, which is harder for you to measure - will cost you SEVEN DOLLARS, $7 per cubic foot, nearly three times the quoted rate. At no point did the sales rep ever mention this at all. In fact, you may be tempted to try to negotiate down the quoted volume (I certainly did) because you think that means you'll get charged less - but they're more than happy to let you do that because they'll simply charge you for overage instead at a far steeper rate. It's a blatant lie of intentional omission.

3) Additional fees - they may charge you a 'long carry' fee if your door is far from the road. Okay, that's not too unreasonable, carrying items further takes more effort. They'll also charge a fee for additional floors above the 2nd. That seems fair too - but wait. They define each floor as SEVEN STEPS. So if the 2nd floor of your house is more than 7 steps up from the first, they'll consider that an extra floor and charge you for it. If your 3rd floor is 14 steps above your 2nd, they'll consider that another two extra floors. This is ridiculous - I challenge you to find a building that has a floor 7 normal steps or less above the one below it!

Between all the extra charges, I paid about $3500 on an initial quote of $1500 - more than double what I expected, and about what I'd been quoted by more reputable moving companies, which would at least have been a much more professional and less stressful experience.


SECOND, they will treat your stuff like garbage and likely damage or wreck a lot of it. I had several boxes very clearly marked FRAGILE (complete with real 'Fragile!' stickers) that were nonetheless stacked sideways, or under loads of other boxes - that resulted in a lot of broken glassware and some damaged books. I had a bookshelf and laptop tables wrecked completely, a desk with legs bent beyond repair, a bedframe with a leg and wheel missing, and even an ironing board somehow busted. Plus damaged boxes - I have a lot of moving boxes that I've reused for multiple moves to avoid waste that were somehow just torn up. And not a word of apology for any of the damage at all.


THIRD, they're not at all punctual. For my pickup, I was given an initial arrival window of 10 am to noon, and after many phone calls and a lot of waiting, they ended up coming at 5.30 pm. So that was a lot of unnecessary stress and rushing in the morning. But that's nothing on what happened with delivery. I called a few times before my delivery date to check on the status and was told they couldn't confirm anything until the day before. The day before, I called again and was told they'd get in touch later in the day. (They didn't.) The next day, Tuesday - the date my delivery had been agreed for - I called several times, increasingly exasperated, and kept getting stonewalled. They said they couldn't tell me when my stuff would be delivered, and it could take as long as 21 days. Since I was sitting in a completely empty house with barely the shirt on my back, this wasn't welcome news. After a lot more back-and-forth they told me it would likely be delivered sometime on the weekend, but they still couldn't say when. You get the picture. Eventually, out of the blue, I got a call on Wednesday saying my items would be delivered on Thursday - neither the day I'd asked, nor the day they eventually told me the delivery would be. In the end I spent three days sitting in an empty house with nothing but increasingly exasperating phone calls for company.


FOURTH, they're not really 'full service' as they claim. I'd meticulously labelled every single item and box with the room in my house that it was destined for. (For reference, this was just five rooms - nothing complicated.) During delivery, I was told that they were supposed to put all of my ~100 boxes into one single room, regardless of the labels. The company and driver both blamed it on each other and said I'd need to pay extra fees to have things put where they were supposed to be. The company custserv rep even accused me of wanting the driver "to design my home" for me, which is absurd. Which brings me to the last point.


FINALLY, they're simply shady, rude, evasive, and stressful to work with. Throughout the entire process, from sales to pickup to delivery (not to mention my complaints), it took me multiple phone calls each time to even get in touch with them, a lot of time on hold, and a lot of getting bounced around different people, who kept trying to pull the old trick of my-colleague-next-to-me-is-my-manager. They refused to put anything in writing until I demanded it (and even then were still reticent). The only times they were proactive and prompt were when they were trying to make me sign the contract (without reading it first) and when they wanted me to pay them.


I've submitted multiple complaints (Better Business Bureau, National Consumer Complaint Database, etc.) and encourage anyone else who's been similarly ripped off to do the same. Overall an utterly miserable experience. Save yourself the exasperation and awful treatment and get a reputable moving company instead, or just do it yourself. I should have.

P.S. in case you're thinking, there are lots of good reviews and only a few bad ones, surely I won't be that unlucky - don't make that mistake. I thought the same thing, thought I could be careful and avoid getting too ripped off. I suspect the good reviews may be fake - the bad reviews are much more consistent with my experience.

Move size: 2 Bedroom Home Service cost: $3600

DO NOT USE THIS COMPANY.

I didn't read reviews of this company (instead I got a lot of quotes from different companies) and the person I spoke to on the phone seemed nice, friendly, and thoughtful. Then the move happened and I regret not reading reviews. EVERYTHING others have said about this company (especially on Yelp) happened to me.

They charged me for hidden 'shuttle' fees, broke some of furniture, lost a box, and although their quote was $1100 they ended up charging me $2200 for a bedroom (not a studio, not a 1 bedroom, just a single bedroom). They then proceeded to lie about how much they charged me on the receipt claiming they only charged and received $1100 and since I paid in cash and had no way to argue this.

In trying to find a box they lost, I spoke with a rude woman at their customer service who didn't seem to know almost anything about the company itself and hung up on me when I demanded to speak with her manager. I got shuttled around on the phone from person to person and despite them finding my box and asking me to stay home one day for delivery, they never showed up. They have now asked me to show up at a place where they are moving someone else to pick up the box myself. Because how could they be bothered to ship me the box they lost in the first place? Of course.

Move size: Partial Move Service cost: $2200

We are very dissatisfied with the moving experience with Cross Country Moving and Storage. US DOT: 829126

The move of our Household Goods by Cross Country Moving and Storage did not live up to the expectations that the company promised through their media and representative.

When we agreed to have Cross County Moving and Storage move of our household items we provided them with a two day window for pickup. Cross Country called at the beginning of the week to move our date up a day. On that day, they called 90 minutes before the scheduled time of the move to advise that the move was rescheduled for the next day.

This pales in comparison to the main issue that we were charged improperly and made to pay for space on a truck that didn't exist and we didn't need to use. The pickup crew did not take all of the items that we originally wanted to move forcing us to rent a trailer to take our remaining items. We were coerced into agreeing to pay additional costs for this move under the threat of refusing to move our household items.

To begin with, we provided a very detailed specific list of items and included the physical dimension of each item. The final estimate was quoted for 1,623 cubic feet. During the pickup, the pickup crew leader improperly advised that the moving truck he brought had a capacity of 2,200 cubic feet. As it turns out, this is completely inaccurate as the 26’ foot Enterprise Rental truck that was used has the physical dimension of 26'x8.5'x8.5' (LxWxH) which is 1,878 cubic feet. See photo of the pickup truck.

He advised that if they filled the truck we would owe additional moving costs for 567 cubic feet of household goods.

Due to the poor packing techniques and carelessness of the packing crew the truck was filled without packing all of the items on our inventory list. When asked about the remaining items we were told that we should rent a trailer. We did rent a trailer and incurred an additional $1,000.00 in expenses to move the items that the movers did not take.

After the truck was loaded we were advised that total bill would be almost double of the original estimate. After we complained about the high costs the foreman offered to discount the supply costs and moving costs. We discussed these rates for nearly and hour and he eventually stated that the best that he could do was agree to an amount that was 40% over the original estimate for the total costs. Our moving costs went from the estimated $5,900.00 to $8,250.00.

When the delivery crew called, they informed us that we would need to pay an additional $300.00 for the rental truck that they were using. When they arrived it was noted that they delivered our household goods in the same size truck that was used to pick up our goods. At the time of delivery it was 3/4 full. See photo. The calculation of 1,878 Cubic feet multiplied by 75% is 1,400 cubic feet. The total of 1,400 cubic foot was validated on the delivery crew paperwork.

In addition to paying more for the move than we should have, we identified and verified damage to 16 items including:

Refrigerator - dent damage to the front door
Refrigerator – shelf parts damaged
Shelf
Sofa
End table
2 - Lamps broken
24 damaged boxes
Large Craftsman Tool Chest – scratched and dented in several areas

Some of the other falsehoods that we were misled about included the following.

All workers are W2 based employees - Not true - Each and every one of the workers were contract workers.

Professionally trained, uniformed, and courteous movers - Not True - No uniform, not courteous and I would question that they were trained.

All trucks are owned and operated by the company - Not True - The pick up was an Enterprise Rental truck. The delivery truck was a rental as well as the delivery foreman required us to pay an additional fee directly to him to cover the truck rental.

Cross Country will professionally pack all household goods with free moving quilts - Misleading - They charge for the tape to fasten the quilts to the furniture at the rate of $8.00 per roll.

We feel that we were misled with false and inaccurate statements with the sole intention of increasing the money to be paid for the move. The pickup crew was careless with our belongings and the packing. The move was very stressful and much more costly than it should have been.

Move size: 2 Bedroom Home Service cost: $8550

I found Cross country moving on the internet.  I needed to have a piece of commercial equipment moved with a hard stop arrival time of not later thatn 3 pm.  Meggan and Dean were extreamly professional.  They followed up on my initial inquiry and quote, helped to arrange the pickup and explained the payment options.  Communication was outstanding. 
The movers showed up on time, were very courteous, had all the right equipment and did a great job shrink wrapping the machine, loading it and unloading it.  I would definately recommend using Cross country moving without hesitation.

Service cost: $2300

Cost was reasonable. Movers arrived later than the agreed time,  but that didn't cause any inconvenience. They delivered the items on time as agreed. Only complaint I have is that none of the movers (those who actually carried out the moving) spoke English very well. However, they managed to communicate. They packed everything carefully, and at the destination, unpacked them and set them up for me as agreed. No damages, no problems. Customer support and salesman communication were excellent. Great service.

Service cost: $3150

Hello,
Cross country moving was fantastic throughout the whole moving experience. Everyone I emailed with or spoke to on the phone was very professional and very nice. The overall price was very reasonable as well, especially considering I was moving between states.
The movers worked their butts off during the move. It was a tough move, but they didn't complain at all. They got everything from point A to point B in amazing fashion.
This company also stayed true to their word and didn't increase their flat rate with any sketchy price increases the day of the move.
I highly recommend them.
Stan.

Service cost: $4000