New City Moving and Storage

The broker for this move was New City Moving and Storage (“Broker”) (US DOT: 3059125) with the mover Febex Moving and Storage (“Mover”) (US DOT: 3510454). I am filing a complaint against the Broker and Mover for deceiving the customer on the value of services provided, taking advantage of the customer during COVID-19 by grossly overestimating the volume of goods to be carried, and damaging nearly all goods during the move due to unprofessional packing and gross negligence.

The Broker led the customer to believe that its company operated its own fleet of carriers and had leading industry reviews, pointing to THIS website on provided March 5, 2021 - . The customer was assured that the broker only worked with top rated movers which was completely DISINGENOUS (read further and I've attached some pictures of their so called "top rated" Mover's work). The Broker priced two separate moving estimates with the customer providing the volume for the first based on a competing quote from Allied Van Line Services and the other broker generated. Since the Broker did not provide at home consultations to estimate inventory, the customer had to resort to companies that did to build a reference basis (Allied Van Line Services). The customer was willing to pay up to 30% more should the professional movers deem the volume to be more based on the second quote priced by the Broker. However, the Mover at the time of pickup increased the volume by nearly 85%, and would not begin loading equipment prior to agreeing to the gross overcharge. The Mover also mentioned that the Broker always undershoots significantly! The customer was put under significant duress to sign paperwork and threatened that the movers would walkout leaving the customer stranded. The broker at the same time would not acknowledge the revised quote (30% lift) since that wasn’t signed yet it was recorded in their system. The customer looked to protect itself with a higher quote but was left at the mercy of the packers. Moreover, the Mover driver at the time of delivery made it clear that the furniture delivered was closer to the original quote (435 cu.ft). He had also countersigned, attesting on a separate piece of paper the inventory of all the major equipment that was damaged because he was shocked and disappointed on the level of packing that led to nearly all the furniture being damaged.

This move was a full service with packing paid by the customer. The packers from the Mover that came to pack in California were very unprofessional and disgruntled as they hurried out the door to get to another job. Packers were seen dumping the items into boxes without wrapping them carefully. The customer had also requested the Broker to coordinate with the drivers to include wardrobe boxes in the truck, and despite confirming on a phone conversation and in an email, no wardrobe boxes were brought. This created more difficulty during the packing. The packers also left behind other items that the customer needed to pack in their own car such as extra suitcases with clothes, bathroom supplies, small paintings, kitchen rack for food. This all had to be done despite paying for full packing service. When items were finally delivered to the destination in Kentucky, almost every furniture item was damaged. Dining table chairs and office chairs were not wrapped in any blanket or any protective covering. Both the mattresses were also not wrapped (despite customer providing a full queen mattress cover which came back missing), resulting in dirty, damaged mattresses. Dining table glass was shattered (not even unloaded due to safety reasons) wrapped in cardboard only, while the TV had only blankets for protection. The TV was shattered. Legs of many of the furniture items were not wrapped and thus the legs came broken such as couch, bed, dresser etc. Upon opening boxes many of the porcelain and china kitchen items were dumped into the box without any wrap/layering for protection.

The customer was also not provided a copy of the RIGHTS and RESPONSIBILITIES MANUAL yet was put in a situation under duress where he had to sign paperwork acknowledging that he did receive it.

Move size: 1 Bedroom Home Service cost: $6000

Thank God for this company, seriously. They helped me out of such a major jam , I don't know what I would've done without them. I had contracted with a moving company for the 30th of August, and made the reservation WAY in advance, since I have heard it's a very busy day for moving. On the day of our move, I kid you not, the company called and said they wouldn't be able to make it. Just like that! Sorry, not happening. I was floored..we were had ONE day to get out of our apartment and an elevator reservation at our new place and no one to move our stuff. Luckily I happened upon New City Moving, who squeezed us into one of the busiest days of the year, and did the move without a hitch. I'm forever indebted, seriously. Thank you!!

Service cost: $865

To whom it may concern, 

I am extremely upset and disappointed with your services. let's go thru the lies and the time-line.

June-9th: booked the services for moving and relocating from St.Louis, MO to Arlington, VA. I was told when the packing guys are going to come they are going to help me pack and also three containers for the kitchen are included in the price I was promised. I was told I need to give them 5 days notice to get my stuff delivered and it could take a couple of days more maximum 

June-13th: the movers show up and told me nothing like that is on the contract I have to pay for packing anything and everything. They showed up two hours late on top of it When the movers totaled the final bill was literally double of what I was quoted over the phone. I had no choice but to agree since I had to move out the next day and they had my deposit already.when the movers left I found a piece of broken furniture and informed the moving company, they are refusing to send me the insurance claim formJune-15th: Received a call from customer service asking one-third of the payment and when I expressed my concern about the bill all they told me was well you signed for it now you have to pay it.

June-22nd: called the movers and told them I have sent the money, I want the stuff delivered by

27th, then I was told by the CSR they need 10 business days to deliver my stuff which was a surprise. 

June-27th: I called them up again since I didn't hear back the entire week. I was told we have 15 business days to deliver your stuff. 

June-30th: I called them up again and then the same answer we will let you know when we hear something

July-5th: Called up customer service asking about the insurance claim form and update on delivery again ran into a brick wall

July-10th: My wife started to call them and the CSR didn't really give her any information and hung up on her

July-13th: We were informed the truck is going to be loaded within a couple of days and we should expect a call within 1 to 3 days, again we didn't hear back anything.

July-15th: we called and we were told the truck was loaded last Sunday (July-12-20) and they will call us within 5 days and let us know when our item is going to arrive

July-22nd: we called again this time they told us they have 21 business days to deliver our stuff.

July-27th: I called today and I was informed they still don't have any update on when our stuff is going to arrive. The commitment went from 5 business days to 10 then 15 and now 21 business days which has also passed and still no update on our furniture. I've left countless e-mails and phone calls and no one ever contacts you. 

I am going to post this e-mail to google reviews and anywhere else your advertising. Your business practices are very misleading and people should know who are they exactly dealing with. 

Faraz .

Move size: 2 Bedroom Home Service cost: $3800

The worst company to help you move. If you want to avoid a headache then find another company. They took more than 2 months to move my stuff from Miami FL to Chicago IL. My stuff came damaged and they only recognized you 0.60 cents per pound per item, of what THEY consider damaged. They gave me $70 for my sofa damage, freezer, nightstand, baby changer, and more things. They didn't care about the customer, the salesperson will be super friendly until you sign the contract. After that, he will disappear. He will not answer his phone, text message, emails, NOTHING. Now you are trap! One tip, always say you have more cubic feet than they calculate, otherwise, you will pay double the rate of the quote for each cubic feet at the moment the pickup, but if you have less than calculated, then they will charge what you actually have with the original rate and won't pay more. They are the worst company EVER, and they should be out of business for the service they have. Customer service doesn't work for anything. They say will call you, but never call back. I called so many times that they already knew my phone number and didn't answer. One customer service representative told me that I should be grateful that she is the only one who is answering my calls!! When you ask to talk to a manager, he is never at the office and he will never call you back because they DO NOTHING for the customer!! They don't have a schedule for your delivery. They will wait until the truck is full of other customers' stuff and consolidate several moves. That's why I had to wait 2 months and customer service told me after a month of wait that I was soon to be delivered. LIERS! Don't trust them!! Get out as soon as you can!! You've been warned.

Move size: 2 Bedroom Home Service cost: $6000

New City Moving handled our move well which was work related. They were very careful with all of our stuff. Movers wrapped things individually and were very going. I really got along with everyone here. Felt a bit spoiled getting help packing. I usually handle it myself but the move overall was much less stressful having the extra set of hands and know how. To us it was an extra charge that was 100% worth it. Would definitely use New City Moving for repeat businesses.

Move size: 2 Bedroom Home Service cost: $4267

I’m only 12 days in on this move and it has been a nightmare since day 1. I’m expecting to never see my entire household goods ever again. They are currently being held hostage by another company that New City contracted out to. Like other complaints, they are saying I have 500 cu ft over quoted amount and until I pay up, they’re not going to deliver. At this point I have no idea the location of my goods and New City will not answer phones and voice boxes are full so you can’t even leave messages.

New City has received their portion of money so they don’t care what happens now. Save yourself the grief and headache and choose another company.

Move size: 3 Bedroom Home Service cost: $7300

New City team were no call no show for the agreed pickup window, and I had to hound them to get a truck. Truck arrives eventually, and is from a different company that New City had subcontracted to. This new company proceeded to damage items, fail to deliver valuables (were missing from the boxes they were packed in) and unloaded things in the driveway of the new home.

Did not abide by signed agreement, and there is no way for the customer to do anything about it.

Move size: 4 Bedroom Home Service cost: $13000

I contacted New City Moving and Storage to arrange my move from Florida to California, with about a month of storage before delivery. I chose New City based on the mostly positive reviews and because I believed that they would perform my move since they were a full service company.

To my disappointment, they sold my contract to another company who has been a source of great grief. My contract was turned over to Roadrunner Moving and Storage who has been very difficult to work with. They took my things into storage and now tell me they can't do a work order to deliver since I didn't book with them originally.

New City said I have to make delivery arrangements with Roadrunner and Roadrunner said I have to go to New City.

Neither company is responding to my emails and calls. My belongings have disappeared along with $4300.

Don't use this company.

Move size: 2 Bedroom Home Service cost: $5300