Hercules Moving Systems

I am still waiting for my stuff. I am a University Professor, moving to NY to start a new job. I told my sales person my circumstances: I can't be there for the move when I teach classes because students pay a lot of money to attend my classes. I also stated that I don't have anyone to oversee the move with me, so I needed a company with some flexibility. I was told that this was not a problem, and given examples of much more complicated situations that this company has handled.  I was told " we will work with you", so I hired them.  Well, since then, nothing has happened as planned.  Pick up was late and there was no communication on their end to let me know- I found out because I was persistent in my calling and finally someone told me.Prior to that, I was told that everything was all set, the drivers were on their way, and to be patient. When I got my teaching schedule, I emailed it to people at this company more than three times, left messages more than three times, and talked to someone directly about it twice. I did this because I had a bad feeling about this.  I was told numerous times that "we will put a note on your file".  Though, when I asked about what notes were on my file in subsequent calls, they could provide me no information.  Currently, I am still waiting for my stuff. I was told that they will "try" to accommodate me, but "nothing is guaranteed".  This is very different than what the salesperson told me. They are also reserving the right to re-start the delivery window because I replied instead of replying all to an email they sent me.  Even though the information they were asking for I had previously provided through email, direct communication via the phone, and voice mails left at the salesperson's extension and the dispatcher's voicemail. I have most of this documented through 1) a communication log that I was advised to do by my lawyer, 2) my cell phone records, and 3) email contact from the company.  The next time that something that someone from that company said would happen does happen, will be the first time. You would think they would forward my email if it was that important, or perhaps tell me something like "we will email you and if you don't reply everything changes, even if we are emialing your for information you have already provided us numerous times."  Jack, my salesperson, has not replied to any of my emails. Last I talked to him, which was three weeks ago, he said hold on and I was on hold for over 30 minutes.  No reply to my emails, no reply to subsequent emails.  .

Service cost: $2500

Worst moving experience ever.  Mover did not explain timeframe for delivery; only upon pickup was it clearly explained that move could take up to 3 weeks for delivery, at which time it was too late to make a change.  Nonetheless, the actual delivery occurred 6 weeks after pickup.  Delivery was incomplete as a large furniture item was missing.  It was soon located at the origin, however this item took an additional 8 weeks for delivery.  While the mover did not acknowledge, I believe the delay was because they were waiting for a complementary load to deliver the missing item (rather than expediting delivery due to their mistake).   In addition to the unacceptable delays, throughout the process I called frequently to get status updates.  At least half the time I could not get through.  When someone answered I got the standard "dispatch is working on it" which seemed to be code for "we are waiting for another load and have no regard for delivery in the committed timeframe".  Other times the customer service staff was rude and unprofessional. If a customer has a full truckload, I am sure that Hercules will deliver in a reasonable timeframe.  If not, then you better hope another load that exactly fills up a truck with your load is going to the same place.  Otherwise you will wait, possibly a long time.

Service cost: $6000

We moved whole  2BHK apartment from CA to WA with reasonable fixed price.
Frick me out most:
500$ - 700$ redelivery charges since they delivered early and we were not ready with our new apartment yet. We cleared this on phone before moving forward with them and they promised us that they will store our items free for 1 month before making delivery or if it reaches early. But lack of honesty.
Rude - Extremely polite before you finalize your move with them. After they load your stuff into their moving truck, they will no more be polite to you.
Lack of responsiblity and no follow up procedure on lost items after delivery, so consider urself lucky if you have all your boxes. We lost dining table worth $600 and they asked us to fill some form. No follow up, it has been 6 months and now I am fedup of calling them again and again asking for same claim process update.
PLEASE learn to value your customers. 
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Service cost: $2500

HERCULES MOVING SYSTEMS STOLE EVERYTHING I OWNED AND THEN HAD THE AUDACITY TO DOUBLE CHARGE MY CREDIT CARD. 
 
There is a reason their prices are so much cheaper than any other moving company - they are not a real company, they are crooks and thugs who steal your things!  
I had everything I owned picked up on the 11th (I don't want to say the month because I am scared they will come after me again) for a cross country move from LA to Chicago.  It was picked up with the condition that it would be delivered to me on the 4th of the next month.  I should have known immediately that they were dishonest and criminals when I got a call hours after my things were picked up.  I was informed of an additional charge for the movers going up the stairs (even though my apt. building had a freight elevator).   I didn't want to argue at that time because they had everything I owned and I hoped to get it back.  
 
Then, close to the delivery date, I called to confirm the time/date because I needed to tell my new apt. building.  I began getting calls from telling me that they didn't have my things and didn't know where they were.  Eventually they located them and said they had not left the downtown warehouse and were still in Los Angeles! They had been taken from my apt. in LA and placed in storage by these "movers"! I asked where my things actually were because I would go get them from this "storage facility" and was told they were then on a truck.  Right.  
After hours of calls with different people and most of them refusing to give their names, I got a call from the man who said that he had my things.  However, he demanded $1,000 CASH IF I WANTED MY THINGS, OTHERWISE HE WOULD DUMP THEM SOMEWHERE OUTSIDE THE CITY.  I said I'd pay the additional $1,000 and 3 Mexicans showed up in a tiny U-Haul with maybe 5 boxes of wet, opened, re-taped crap.  
 
The driver, Sami Sume (323) 973-2653, said that my boxes (ALL OF MY CLOTHING, MY BED, MY DESK, EVERYTHING I OWNED!!)  had been misplaced and that he didn't know where it was.  
 
After reporting everything of value was stolen and reporting Hercules to Visa,  I began to receive threatening phone calls from anonymous numbers.  I filed a police report, but because it was an inter-state move and the actual location of the theft was unknown (I had no idea where my stuff was stolen from because like a moron, I trusted the company) there was nothing that could be done.
 
 4 months later, I spoke to Rose Bautista and she said that they are still looking for the missing items which she now concedes were delivered to a customer in Missouri.
 
ENDED UP PAYING THEM OVER $3,000 FOR THEM TO STEAL EVERYTHING I OWNED.  
 .

Service cost: $3000

Overall service was not bad. Staff were helpful in getting stuffs wrapped and boxed. Delivery was smooth.

Thumb up:
The processes of pickup and drop-off went smoothly. No broken items; electronics were intact despite not having bubble wraps or Styrofoams. I am not sure how you did it but items were kept well although some cardboard boxes were deformed when delivered.

Communication--
The Customer Service would respond to my questions and gave updates whenever possible.

Thumb down:
Administration.
before pickup (first call): no in-house inspection was done so the actual cost went MORE than estimate.

on the pickup day: somehow they tasked the same team of movers over few residences consecutively, I.e., assigning the same team (3 movers) for two hours at one house, the same guys move to next for two hours. They ended up unable to finish it on time, thus delaying those after that house. I was scheduled between 1300-1500 time slot; they didn't arrive until 1748 and then more movers showed up, ending up having NINE movers showing up at my house, completing packing and fees by 2000.

Scheduling delivery: The office NEVER contacted me to schedule delivery day. They did all scheduling without talking to me. First time, just the deliveryman calling me telling me when he would be coming (the day right after he called me). I had to call back the office for rescheduling and ended up costing me extra for local storage. Second time, I was only asked if I'd be available between dates 13th to 23rd; they did the same again, only difference this time, the office would call (but at the last hour of their work week) to tell me the date/time of delivery. However, the time was moved on the last minute (from morning to afternoon, notified on the day BEFORE delivery).
Feedback: you don't know what kind of work I do, I may not be able to find that day off work!! I don't know why you would do such a thing. Always coordinate with client. Last minute changes can be avoided if you made plans ahead.

Move size: 2 Bedroom Home Service cost: $6130

Hercules Moving Systems, Inc.
2507 Medford Street
Los Angeles CA 90033

Complaint Description:
EXTREME DAMAGE AND MISSING PERSONAL PROPERTY, IMPROPER PACKING & NEGLIGENT TO STORE AND KEEPING THE PROPERTIES SAFE AND DELIVER IN A GOOD CONDITION. WE WERE SEARCHING FOR A MOVING COMPANY THE ACCOMMODATE US TO PACK, STORE AND DELIVER OUR PERSONAL BELONGINGS SINCE WE WERE MOVING FROM IRVINE CA. TO NORTH CAROLINA, THE NAME OF HERCULES MOVING AND STORAGE SYSTEM WORLDWIDE SOUNDED GOOD TO GET APPRAISAL, I CALLED THE HERCULES AND TALKE TO SOMEONE CALLED "ADAM" WE DISCUSSED OUR MOVING SITUATIONS AND ADAM WAS HELPFUL TO GIVE US A PRELIMARY INFO. AND APPOINTMENT TO COME AND SEE THE ACTUAL FURNITURE AND OTHER PROPERTIES THAT HAD TO BE PACKED AND MOVED TO THE HERCULES STORAGE FACILITY IN LOS ANGELES, CA. THE ORIGINAL ESTIMATE WAS $4000.00 FOR PROFESSIONAL PACKING AND DELIVERY TO DESTINATION AND $100.00 PER MONTH FOR STORAGE, ASKING $1450.00 IN ADVANCE AND $2550.00 ON DELIVERY. WE AGREED AND CONTRACT WAS SIGNED. FEW DAYS LATER PACKING TEAM SHOWED WITHOUT ANY NOTICE OR CALLS. THE FIRST THING I HEARED FROM THE TEAM LEADER " FELIPE TZEP " THAT THE ESTIMATE WAS TO LOW AND HE NEEDED $500.00 IN CASH FOR ADJUSTMENT, I WAS IN A PECULIAR SITUATION AND I COULD NOT WAITE, I TALK TO FELIPE AND ASK HIM IF ACCEPT A CHECK, HE SAID YES BUT HE WANTED IN HIS NAME PRIOR PACKING. I WROTE A CHCK TO HIS NAME AND THEY STARTED PACKING, COUPLE OF HOURS LATER THEY WERE SHORT OF PACKING MATERIALS AND WANTED TO COME BACK NEXT DAY, AT THE TIME HAD SOME OF THE PROPERTIES IN THE TRUCK AND COULD NOT BE UNLOADED, I HAD NO CHOICE TO LET THEM GO WITH THE PACKED ITEMS IN THE TRUCK. NEXT DAY CAME BACK MIDDAY AND AFTER 2 HOURS PACKING THEY WERE GOING FOR LUNCH, I TOLD FELIPE I ORDER SOME PIZZA TRY TO FINISH PACKING, I WAS REAL TIRED AND WANTED TO FINALIZE WRAPPING, AND GETTING IT TO THE TRUCK BEFORE DARK. 2 MONTHE LATER WE HAD A NOTICE THAT OUR STORAGE FEES ARE GOING TO BE $287.50 FROM THE 3RD MONTH, AND IT HAVE TO BE PAID IN ADVANCE. FROM $100.00 TO $287.50 IS ABOUT 300% RAISE, I TALK TO ADAM HE SAID I SHOULD CALL ACCOUNTING OFFICE, WHICH THEY TOLD ME THE 1ST 2 MONTHS WAS COMPLIMENTARY LOW RATE AND 3RD MONTH IS THE REGULAR RATE. WE HAD NO CHICE TO PAY THE EXTORTION RATE. FEW MONTHE LATER WE HAD TO GO OVERSEAS AND OUR STORAGE DEAL HAD TO GO ON.
WE WERE OVERSEAS FOR FEW YEARS AND THEN WE WERE GOING TO MOVE TO FLORIDA IN FEW MONTHS. FINALLY ON DEC. 2018 WE MOVED TO FLORIDA. AND REQUEST TO GET OUR PROPERTIES DELIVERED TO OUR ADDRESS, WE WERE SHOCKED WEHEN SAW THE CONDITIONS OF THE PROPERTY ON DELIVERY, A TOTAL DISTRACTION AFTER WE PAID HERCULES OVER $48000,00 FOR PACKING, STORAGE AND DELIVERY OF OUR BELONGINGS.
IN DECEMBER 13 2019 OUR PROPERTY WAS DELIVERED DRIVER DID NOT HAVE DELIVERY DOC. & THE LIST OF THE ITEMS, HE SAID HERCULES COULD NOT FIND THE DOCUMENTS SINCE THEY MOVE FEW TIMES THE ORIGINAL DOC. WAS LOST., DRIVER WANTED TO SEE MY DOC. AND COPYED OUR PACKING LIST, DELIVERY WAS QUICK LEFT ALL THE DAMAGED AND RE-TAPED BOXES, BROKEN FURNITURES MIDDEL OF THE LIVING ROOM AND DRIVER SAID THEY HAVE ANOTHER DELIVERY IN FORT LAUDERDALE BEFOR DARK, HE RUSHED ME TO SIGN THE COPY OF THE DELIVERY DOC AND ZOOMED OUT THE DOOR, IT WAS A TOTALL DESTRUCTION LIVING RM, DINING RM LETHER COUCHES GROSSLY DAMAGED, ORIGINAL PERSIAN RUGS DISCOLORED ORIENTAL RUGS TAPED DERANGED IN OIL, BROKRN MARBE TOP AND MISSING MILLENNIUM CHINA SET, BOX OF WATERFORD CRYSTALS, AND MANY OTHER PEICES OF CRYSTALS. IT WAS HEARTH BRAKING TO SEE ALL OF THESE DESTRUCTION I CALLED HERCULES CLAIM DEPT. REGARDING ALL OF THE DAMAGES FEW TIMES BUT ALL MY CALLS WAS IGNORED.
I WANTED TO ATTACH SOME PHOTOS OF DESTRUCTION BUT DIDN'T DOWNLOAD.

Move size: 2 Bedroom Home Service cost: $48000