Lile Moving and Storage

We have used moving companies 5 times in the past 25 years with no problems. I was expecting this from Lile. No supervision on packing. Items left behind. ( Glad it wasn’t cross country) Packed clothes flat when I asked for wardrobe containers. Broke a stoneware piece. I found a restorer—took it to Vancouver WA. When given the bill of $250.00 they said it was filed too late.I paid insurance for breakage—I should have filed a claim

Immediately ( in their time frame) and reported broken beyond repair —but I was honest and found a restorer to save Lile money! No one notified me of the time line. No response from management. Terrible customer service. I have had three friends/ family move this year—I told them to stay away from this company.

Beverlee Bolland

Move size: 3 Bedroom Home Service cost: $3293

Last December we needed to move a large 4 bedroom house full of stuff form Oregon to Southern California. We were very stressed about this move. Lile helped us pack and they moved us with great finesse and proficiency.  
They paid attention to every little detail and worked unceasingly to get us out of the house by our deadline. 
We were unorganized; Lile was very organized.
They were gracious under pressure, figured out how to solve problems, and were never critical of the fact that we really weren't completly ready on moving day.
Example: we expected someone to help us pack the night before. He didn't arrive and so we were still packing the kitchen when Lile movers showed up in the morning.
They just pitched right in and helped.
Our stuff got there in time, and they were careful about putting everything right where we wanted it.
I recommend these people whole heartedly. I can't think of one bad thing to say about them.
 
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Service cost: $5000

Lyle Moving and storage moved our house and my shop for an eminent domain case w/ore dot.
When John showed up to do the estimate of the move told us his wife was waiting for him at the bar and it showed he did not look at half of the items to be moved.
Per odor we were required to take lowest bid of three which was Lyle.
Lyle did the job for about half and it showed.
Boxes were not labeled things are all mixed up and can't find anything and it's been months since the move.
Guys were good but at end of the day items were just thrown any were they could toss them , left us a total mess.
Never got any
thing from them asking how the move was I guess they already knew how it turned out.
When the hours allotted was up the workers were told the job has to be done today no matter what and it showed.
I absolutely do not recommend them to move anything.

Service cost: $7000

Lile Moving & Storage and North American Van Lines completely dropped the ball during our move from San Ramon, CA to Seattle, WA last June.

The ordeal started with the packing crew arriving at our San Ramon home one day later than scheduled, without us being informed of the schedule change. As if that weren't unacceptable enough, it was all downhill from there:

We learned that there was no driver to deliver our household items to Seattle. We were informed it would take a couple days to schedule one. We had to contact our customer service representative Alexis Green repeatedly for updates. We learned our items had been moved from the initial truck to a storage warehouse while a driver was sought. Over a week later, after again contacting Alexis, we learned our items were finally going to be on their way, which would have been wonderful had they not arrived NINE days after the promised delivery date. This was problematic for a variety of reasons, not the least of which was that my husband had arranged his work schedule around the promised delivery window. We also obviously then had to rearrange our temporary housing plans.

When our items finally did arrive, the rag tag crew who showed up at our new home in Seattle was extremely unprofessional. Despite the fact we had beverages and snacks out for them on our kitchen island, at least two bottles of water were taken from our refrigerator. And one crew member took it upon himself to wander up to our roof deck for no apparent reason since no boxes or items were being deposited there.

That day, we also discovered several of our items had been lost, including a TV wall mount, a suitcase, and our lawnmower bag. On top of that, almost every piece of large wooden furniture we own arrived with nicks that did not previously exist. To further add insult to injury, very noticeable nicks were left on our walls by the crew - the home is new construction that was completed just a few weeks before we moved in, so this disrespectful treatment by the crew was especially disappointing.


I communicated with Keith Engel, local branch manager and Marisol Wild, Corporate Relationship Manager and Consumer Sales Manager about these issues. While they offered cursory apologies, they were unwilling to acknowledge that Lile needs to take responsibility for what was and continues to be an unacceptable customer experience. It is astonishing to me that they seem to so easily brush this off as "bad luck" (Ms. Wild used those exact words with me when I spoke to her on the phone in early March). Ms. Wild also told me, "These things happen." and, "It's just life." I cannot imagine ever saying those things to a justifiably dissatisfied customer if I were in her position.

I attempted to go further up the chain of command in mid-March and spoke to Dan DeAutremont, Regional Vice President, who expressed his own dissatisfaction with how Lile employees had handled the situation. He indicated he would be my advocate in working with North American Van Lines to achieve some sort of reparations. I shouldn't be surprised that he did nothing and has not responded to my follow ups.

Here we are a year after our move, and while we have obtained the tiniest compensation for some of our lost and damaged items (we were not given full compensation, and I had to fight for that which we did receive), we have not been offered restitution for the nine day delivery delay itself, nor even a formal apology from Lile or North American for this debacle. These people care not one iota about their customers or their customers' belongings.

Service cost: $10356

SUMMARY: They forgot to put us on the schedule, they trashed our furniture, they delivered late, and they dismissed our complaints.

DETAILS: 1. THE MOVE WAS NOT PUT ON THE SCHEDULE. I discovered this literally hours before the move, much to my dismay.

2. THERE WAS NO COMMUNICATION FROM THE COMPANY DURING THE SIX WEEKS BETWEEN OUR PURCHASE OF THE MOVE AND MOVING DAY. On the Friday before the Monday moving day, suspecting we had been forgotten, I frantically began to call and email several people from Lile, trying to get confirmation and an approximate time of arrival. I emailed Brad Fransen, the Relocation Consultant who sold us the move; I emailed and left voicemail for Rob Vargo, the Branch Manager; and I emailed Diane DeAutremont, the President/CEO of the company. NOBODY RESPONDED! Finally, after my fourth email, Brad Fransen responded about 20 hours before the scheduled move. Brad apologized and accepted the blame for not contacting the Bremerton office.

3. WE WERE NOT TOLD THE TRUTH ABOUT THE MOVE. We were told our belongings would be loaded directly onto a large moving van with several other households and delivered to our destination. This was not the case at all. Our belongings were handled multiple times and ultimately placed in an oversized steel container completely unsuited for the shipment and sent by rail.

4. THE DELIVERY WAS LATE. We were told our shipment would arrive no later than August 6. The actual delivery was two days later.

5. THE SHIPMENT ARRIVED WITH NO PAPERWORK. The receiving company, J.A. Haralson Moving & Storage, had to request records and paperwork from Lile. Also, NOTHING HAD BEEN SCANNED INTO THE SYSTEM. This further delayed the delivery.

6. OUR BELONGINGS WERE HEAVILY AND EXTENSIVELY DAMAGED. As noted earlier, our shipment was made in a steel container far too large for the contents. (Container # HGIU 646613). NOTHING WAS STRAPPED DOWN AND THE FURNITURE WAS NOT PADDED! Given these conditions, everything of course rolled and shifted, deeply abrading and gouging our furniture and causing boxes to shift and drop. All of this was noted and recorded by J.A. Haralson Moving & Storage.

The company has disavowed all responsibility for everything I have documented. When I complained to the Better Business Bureau in their area, Lile's response was essentially, "Tough luck, not our fault." They refused to offer any solution and simply referred us to North American Van Lines.

DO NOT USE THIS COMPANY! YOU WILL BE VERY, VERY SORRY!

Move size: 3 Bedroom Home Service cost: $7797

Moving with this coming was a very unpleasant experience. The salesman was as nice as could be when he came to my home to estimate moving costs and inspired confidence, however, as soon as I signed the contract, the nightmare began. I could not get answers to my questions either from him or the office. He wouldn't return my calls or answer my e-mails, and the office had no information. I was assured that I would have a confirmed arrival date 2 weeks before I was to move. I was given every excuse in the book, and the schedule for my move changed daily. I did not find out when my belongings would arrive at my new home until 5 days AFTER my belongings were loaded and I was on my way to my new home. The driver ignored all of the "FRAGILE" labels both when my belongings were loaded onto the truck and when they were brought into my new home. For example, a "Most Fragile" box was on the bottom of a stack of 5. The helper he hired told me the driver didn't even look at the labels. My furniture was very roughly handled and many pieces have required restoration due to scratches. Several pieces have required new hinges, even remaking, because of poor handling. And last but not least, I have never heard from this company to inquire how the move went. I guess the company knows what a disaster the entire affair was. The ONLY thing this company is good at is to so dissatisfy a customer that I would not even consider contacting the company to seek reparations for their damages. I do not want to have anything to do with Lile North American Moving & Storage and would recommend that you find ANY OTHER company to move you across country. No company could do a worse job than this one did or provide poorer service from start to finish.

Service cost: $4000

Ezra Pergam claimed to be a reputable mover. However here are some of the problems we encountered:
- Ezra assured us his estimate was very safe. However he claimed we were over by 500lbs even after we sold about 700lbs worth of stuff;
- our stuff was supposed to ship on July 1, but didn't ship until July 15;
- we moved out on June 20 and didn't receive our stuff until July 25;
- Ezra claimed to be a full service mover. Yet he subcontracted my move like a broker does when he realized that he didn't have room for my things on one of his own moving trucks;
- he gave us a 12 day window for delivery and missed that window;
- Ezra stopped taking my calls after our things were picked up despite promising he would "be with us until our things were delivered";
- didn't voluntarily notify or update us at any time as things were going wrong on his end that were going to affect our delivery date;
- refused to compensate us in any way despite what he admitted was a disaster of a move.

Service cost: $6250

So disappointed in this once excellent company. There is a huge difference between damage during a move and sheer negligence. They caused expensive damage by dropping our property out of a box that THEY packed. Instead of carrying from the bottom properly, they carried from the top and ruined our property, then refused to make the situation right. In addition, their staff used to be so fast with a sense of urgency. They have moved us multiple times, and now, it appears they have lowered their standards and now staff moves at a snails pace. I’m not sure if they do this so they can charge you more? We never even saw the number of hours they were charging us for. An absolutely terrible experience, and we will let everyone we know about the experience. Problems occur, but how a company addresses their issue says everything.

Move size: 3 Bedroom Home Service cost: $4700