New Planet Moving & Storage

Worst experience ever! Lost thousands of dollars worth of stuff and received $24 back. What an insult!

My wife and I just got married and were moving to our new home. We wanted to make a honey moon out of it and was promised it would take a month for everything to get out there (due to it being rare for them to go there). So we planned a honeymoon road trip. We were called and told that they would be out here 2 weeks earlier than what we were promised or we can go another month of not getting it. So we canceled our reservations and lost a great deal of money for places we booked.

Once they came out, a few things were broken and we thought they notated it down, they told us they did and we saw they did on one of them. They rushed us to sign it, saying that it was late and they had to get on the road. We signed it and then started putting stuff away within the next few days. We noticed we were missing a fair amount of boxed (around 10) and reached out to them. They found 3 of them and they were absolutely destroyed. Seemed they were thrown around with no disregard to what was inside.

We were told that only our coffee table would be covered and would receive $24 for that. Everything else would not be and told that there was nothing else we can do.

We plan on traveling the country, make another big move before we buy a house. I am very disappointed in this company. Thought it was different than the other horror stories, but apparently not.

Move size: 1 Bedroom Home Service cost: $5000

Horrific experience.. The over promise and way under deliver.. When you try and contact the company most times they don't respond or just give you the run around. The time the quote to deliver my items was not accurate. Tons of my stuff was damaged.. I didn't file a claim because they make you sign a some insurance that makes claiming items not worth while. They threw our boxes around, which is why, my microwave, air conditioner, toaster over, picture frames, etc were ruined. We even had someone elses stuff, but they didn't seem to care enough to come get the items.. Just terrible, stay clear of this moving company or you will be undoubtedly sorry!!

Service cost: $3000

I moved from California to Dallas, Texas in Oct and had to have my items stored in transit for a couple of months while I was in temp housing and trying to find an apartment. I did a lot of research and finally selected New Planet. The price was among the best but it was still kind of a leap of faith when I picked them.

The move itself was standard. The movers kind of rushed some of the paperwork when I had questions, there was a little scratch in the hardwood floor when they were done, and there was one box that was repacked that didn't meet my standards. But I've relocated several times for work and I've come to expect a few things like that in any move and have had much worse with other companies.

Where I found New Planet to be exceptional was with it's customer service. Lauren in particular. She was the first person I spoke to and was there for me from beginning to end. I had a lot of questions and a couple of concerns upon delivery and wound up contacting them a lot. Lauren and all the other staff I spoke to were always available and responded immediately, both by phone and email. I even got a reply on the Sunday of the Thanksgiving holiday weekend, which I appreciated since my move in date was slated was Dec 1. And they did actually arrange to deliver my items with just 2 days notice.

I don't ever write reviews but customer service is a lost art these days, and I feel that good customer services deserves a shout out.

Service cost: $2800

Do not use this company for your next move.

Initially they were very nice on the phone to get us to sign - and we did research thinking they would be good for our move across the country. However, the problems started when they charged my husband 100% of the bill when they were only supposed to take a 10% service charge. The charges were not reversed till multiple calls later.

Next, the contract they had us sign at the time of picking up our items was not fully explained to us. They tried to say it was, but it never was on the phone or via any of the emails we saved. I will attempt to post photos of those contracts so no one else feels like they are being taken at the time of pick up. We were never told about: a) the 21 to 30 BUSINESS day window for delivery (and of note one piece of paper says 21 days and one says 30 days so the contract is confusing and contradictory), b) the only being able to bring claims against the company in Vegas, c) the extra charge for a secondary truck if your street is too small for delivery (chances are your street is too small, they pick up in a small truck and deliver in an 18-wheeler), and d) extra charges for stairs in your home. So beware extra charges at delivery.

Speaking of delivery - we were told various delivery days in our near daily calls looking for our things. Initially it was 1 to 2 days, then 2 weeks, then the end of the month, then a Monday-Friday window, that changed to a Friday-Sunday window and all this with us being specific that we needed our stuff before a certain date because we would be out of town. They did owe us money because the delivery was over the 21 business day (over a month in real life) before we got our items. Even then, we only got our things after begging and threatening legal action (we did speak to a lawyer). Our convenience was never considered and the customer service was awful. They spent a lot of time explaining to us why they couldn't deliver because of not having trucks or drivers or a schedule.. they seemed not to know what was going on in their own company at times which was troubling and made us lose faith in their services.

It was only after we received a call the morning we were to get our things telling us our delivery was delayed yet again, then rented a truck and were willing to drive 5 hours to meet them at a different house secondary to needing to travel for business the next day (the company was well aware of this) that they actually prioritized us and sent us our things. Of note (see above) it's good we rented the truck as we would have had to anyway because their big rig was too large to pull in front of our house. It all ended with one of the movers and my husband bringing everything into the house, thus my husband still had to do heavy lifting for the move. We were given a $200 discount, but it wasn't worth the hassle and worry the company put us through in receiving our things.

In conclusion, use other movers if: a) you want transparency in your move, b) you don't want hidden costs, c) you want to receive your things in a timely manner.

Move size: 2 Bedroom Home Service cost: $1842

The movers that came to load our stuff into the truck were very slow.  Also, one was about to be deported back to Mexico.  The moving company was 2 weeks late delivering our things.  We called every 2-3 days for that two weeks and they kept telling us "It'll be 5-7 more days".  So we lived in an empty apartment with my 7 month pregnant wife and 2 year old daughter for 2 weeks.  When they finally delivered our things the movers were really rude and one of them used several of our towels to wipe the sweat off his body when he was done while he was "using the restroom"!  Disgusting!  We found about 10 boxes while we were going through things that had sticky, oily stuff all over them and several of the boxes were damaged.  A lot of our items were damaged, but the worst part was that they ended up stealing our Wii.  We called every 2-3 days for a MONTH trying to find out where it was, and when it wasn't located we filed a claim for the stolen item and our damaged headboard.  They gave us $36.. to replace the Wii AND the headboard.. If you want to move, use a more reliable company or rent your own moving truck.  This company was very untrustworthy and rude!

Service cost: $2400

I helped my daughter move from Lubbock, TX to Arizona in October 2011.  I did not want to go with New Planet Moving & Storage due to all the horrible reviews but the sales rep (Lesley) promised my daughter they could get her stuff to her in 2-5 days since it was on the way back to Las Vegas (of course this is not in writing). She also assured us that there were good reasons for all the horrible reviews and they do lots of moves with NO issues at all.  Once her stuff was picked up, the story completely changed. There were 5 pick-ups scheduled after her pick up and the driver was going in the oppposite direction. She did not get her belongings until 14 days later. It was a nightmare dealing with this company. We way over estimated on the weight but still the unexpected costs were coming in. They estimated her packing costs to be $425 but the total came in at $819 (and New Planet even used half of our boxes we had from a prior move) and her stuff was packed TERRIBLE. The driver hired some college students off of Craigslist to help with the packing/loading and they had NO moving experience at all. We paid for the packing expense because we wanted EXPERIENCED movers to do the packing for her. Also, the driver brought his wife and small children, which seemed a little unprofessional (who stayed in the semi truck all day).  The movers got to her apartment at 1pm (estimated arrival time was by 10am but at least they came the same day).  The movers did not get done until after midnight.  She lives in a 1 bedroom apartment and does not have that much stuff.  We also spent a lot of effort to inventory her stuff so that we would not go over on the final weight.  We went through every room and inventoried everything with the sales rep and thought we should be very close on the final cost. In the end, they said the weight was 350 pounds over our VERY over estimated inventory list.  The total cost came to $3185.50 (original estimate was $2300 for 3500 pounds). The final cost was even more than the binding estimate we received from United Van Lines that included the extra insurance. The only reason we didn't go with United was the New Planet sales rep (Lesley) promised that we would have her stuff in Arizona within 2-5 days. Additionally, we had several things broken during the move. The biggest item was a large Oak entertainment center that was completely broken in several pieces at arrival. We paid for the extra insurance on this entertainment center but they denied our claim because it was made with some presssed wood (very little pressed wood, was mostly solid Oak). Of course the insurance fine print is they won't cover any furniture made with pressed wood. We even had the original sales receipt that showed we paid $900 for the unit and we got NOTHING from the insurance company. We then filed a claim with New Planet to at least get the .60 per pound standard insurance but have still heard NOTHING on that claim. New Planet Moving & Storage is a JOKE of a company. The sales reps are super nice and tell you what you want to hear. Once they have your stuff the story changes and nothing is as promised by the sales reps. I can only be upset with myself though, I had read the HORRIBLE reviews and still chose New Planet Moving & Storage.  At the time of the move, New Planet's BBB rating was a C-, which now I noticed is an F!!  NEVER AGAIN!! Listen to the reviews, do yourself a favor and save yourself some stress and aggravation - choose another moving company! .

Service cost: $3186

Beware of positive reviews of this company which are obviously not written by real people. 
 
I can't stress enough that this is not a reputable company.  I called about 5 moving companies prior to my move and New Planet was the cheapest by about $500 due purely to the fact that they estimated my studio apartment at 2500 lbs and were not bound by the 3000 lbs minimum many other moving companies abide by.  I was strongly (and repeatedly) cautioned against using this company by American Van Lines (who was my next lowest quote).  I asked all the right questions, though, and LESLEY was SO reassuring that I decided I felt safe booking them.  Boy was I wrong..
 
First, among other things, I had an upright piano that needed moving. When I called to ensure this would be handled by appropriately professional piano movers, I was assured that this would be the case.  The van only showed up with a single mover so they hired an additional person to help.  That additional person was..wait for it..a dairy farmer. When I asked him how long he'd been moving pianos he said, "I'm a dairy farmer. I've never moved a piano before but my friend called me and told me someone needed some help."  Wow.  Just great.. I was glad I'd paid a third party for extra insurance.
 
Second, only after everything was loaded did I find out that New Planet had in fact outsourced my move to a third party called Oasis Moving & Storage.  The paperwork contained materially different terms than the agreement I'd signed with New Planet.  When I pointed them out, the driver called his boss and provided me with verbal reassurances that the move would be completed on the original terms.  I'm sure you can already imagine that this did not happen.
 
Third, I was promised more than once by New Planet that my shipment would arrive no later than February 7 (and that this would be extremely unlikely since that was already 18 days past pick up date).  In fact, it arrived February 12 and only after repeated (almost daily) calls harassing Oasis and New Planet to deliver my shipment.
 
Fourth, complete misrepresentations about price.  I can GUARANTEE that my shipment was no more than 2500 lbs so imagine my surprise when they called me to tell me it was closer to 3800 lbs and that I would have to pay 75 cents per extra pound unless I wanted to pay them an extra $300 flat fee (cash of course). Since I obviously had no way to verify the weight, I agreed to the $300 instead of the $975 they otherwise claimed it would cost.
 
Fifth, although the company knew from day one that I was moving to New York City, they called me two days before arrival to say that they cannot deliver to New York.  They would need to transfer all my goods to a smaller truck and "shuttle" it into the city.  You guessed it, I'd just need to pay them an additional $350 (they originally asked for $550).
 
Sixth, upon arrival, a drawer of my antique dresser brought all the way from Australia was missing.  I was assured that it was likely back on the original truck and it would be mailed to me.  Five weeks later, I still have no drawer.
 
Every time I called to complain, I was given the run around and simply told that I'd have to pay more money.  I ultimately lost interest in spending an hour of every day dealing with these companies so I just paid them.  
 
Ironically, with my negotiating on the price, the cost came out almost identically to the price of the reputable American Van Lines.  Do yourself a favor and save yourself the trouble.  Go with someone besides New Planet Moving or Oasis.

Service cost: $1890

My move was a fiasco from start to finish. The sales manager misrepresented what they could do for me and in what time period - she said the average move was 5-10 days, and she was sure (short of guaranteeing) that she could get it within 10 days.

Pickup was early. Even so, although I'd told them it was an assisted living facility, they were packing and moving stuff out in the early evening, and were still banging around the hallways at 11 p.m., much to the chagrin of the assisted living residents. They had not told me I'd need to put @ down (it WAS in the contract, but I was basing things on the detailed notes I had taken while talking to the sales rep), so there was some frantic scrambling. Then the driver “forgot” to submit the paperwork after picking up my stuff, so my move was delayed - it took me 3 days of e-mails and calls for them to even respond. First the sales rep apologized for "not seeing" my emails, then later, she denied saying that. My stuff didn't even leave for Nebraska until a week after pickup. I had already arranged to take some days off work based on the sales rep's initial assurance of "within 10 days," and once I had arranged to take them off, I couldn't change my mind and go in anyways, so I lost 2 days' pay needlessly.

Once my stuff was on the road, the number they gave me for the driver to find out his ETA was “disconnected or no longer in service.” As it was the weekend, there was no one to call for information. They’d said, “Sunday, or Monday at the latest,” so, since I couldn't reach them, I believed they meant that. I took that Monday off work, and no one showed up. Finally got hold of the driver and it was going to be Wednesday, so I lost another day of wages I could not afford.

The packing was terrible. They put a big, flimsy bag of shampoo and toiletries in the middle of a huge wardrobe box full of bedding. They had not made sure the caps were tight, and the bag broke, spilling goo all over all the bedding, which I spent several days washing. They broke the tv, the dvd player, and the printer/scanner, simply because they put NO protective wrapping around anything. They crushed a lampshade by putting it in a box of books, again, with no kind of protective wrapping. They damaged several of my father’s paintings by putting 3 or 4 in a box and not putting any protective covering between them.

And unless you pay extra for insurance, you’re screwed on damage. They plan on paying me $3.00, for example, for a $150 printer. (Apparently, this is a federal regulation, although it is hideously unfair, but I guess I need to take that one up with my Congressman.) When they said they insured for 0.60/pound, I'd assumed (silly me) that they meant the furniture. It never in the world occurred to me that they would not know to wrap fragile items.

As for their insurance, they require you to identify which item is in which box, but on the inventory, it does not tell you. The delivery driver, Mohammed, and told me I could go ahead and throw away the crushed lampshade, saying as long as I wrote it on the form, that was ok. Afterwards I found out I needed a picture of it. They require you to go through a lot of hoops - for example, they want 2 estimates on each item, and there is only one Art Restoration service that does paintings in the entire state of Nebraska. They want owners manuals, receipts, etc., all of which were thrown out when getting ready for the move.

The customer service is terrible. At least twice on the phone I asked to speak to a supervisor, but the supervisor was "never there" - it was a little hard to believe that, since I was on the phone with them several times a day for several days. The number they gave me for the supervisor's direct line was not a working number. The only exception was Summer, is dispatch, who at least seemed to care.

There is so much more that went wrong, but I don’t have the space here. Just stay away from this company. They are a disaster.

Service cost: $2350

This is the worst company I've ever used, for anything. I would NEVER use them again. They will tell you anything to get you to sign a contract. ANYTHING. First, they told me that while they technically have 21 days to deliver my goods, they would have them to me in a matter of days from the earliest day on my form, which was a week ago. They kept promising me my things would arrive by or a couple of days after that date until the day before when they called and told me it would be a week later. Why was that? They said they had a bunch of other stops along the way from Vegas (where they are headquartered and where all your stuff will end up before it goes to you) to Denver (where I was moving). I tried to see if they could come to me first or earlier, and they kept using the excuse that a moving company "has a lot of moving parts" and they couldn't change the stops before me. Shockingly, they lied. I got a call from the driver the day before delivery that he had just come from collecting my stuff in Vegas. He wasn't coming from another drop off in a nearby state as the company had told me multiple times. Basically, they just pushed back my move for a week and made up a bunch of excuses that weren't true. On top of that, we signed the contract after being told that the drivers all drive during the holidays. Then, when I was told my stuff wouldn't be here by the 27th, another reason was that of course no drivers would be leaving Vegas on the 26th, it was Christmas. Yes, I get that, but that's exactly why I asked this question in the first place! Once again, they will tell you anything when you're getting a quote to ensure you use them. Finally, the movers arrived yesterday and started demanding that I pay $200 more to them because my apartment is 225 feet from the elevator. There's some long haul charge for every 75 feet they have to walk. The mover who collected my stuff was the one who went over the contract with me, and I specifically asked what the provision meant. (Of course there was nothing explaining that it meant "truck to door".) He explicitly told me it was the length from truck to elevator, NOT truck to door. He said that he almost never encounters a problem with this, and at most to have $50 extra on me in case the elevator is a little far from the truck. Shockingly (not) they start telling me it's truck-to-door and basically hold my items hostage until I cough up the money. They basically told me I could pay or they would take away my stuff. They also try to scare you by saying if you don't pay by a certain time you have to pay hundreds more in waiting charges. No joke, they started to take my belongings OUT of my apartment to move them back to their truck until I paid. Pretty ironic when you think that the payment is for the extra labor involved in walking a dolly (on wheels) down a hallway, since they were happy to walk in the other direction for the extra money. They also unpacked all of my belongings IN THE MIDDLE OF THE PARKING GARAGE for my building! I told them that I didn't want the stuff there, it wasn't safe there. Of course they made an excuse and refused to move it. Finally, at least a quarter of my boxes came damaged, and I mean torn apart. It's genuinely shocking how a moving company that claims to be so professional can take a brand new, fully packed, well-taped moving box and bring it back to me with both sides completely blown out and all of my stuff falling from it. (Really, there were at least four boxes like this, plus a wardrobe box that had collapsed on itself. On top of that, they kept stacking other, heavier boxes, on top of these collapsed ones.) The only nice person you'll get at the company is Leslie. She's a sweetheart and works really hard. In fact I think she's getting in trouble now for merely trying to be helpful and considerate. Danielle is a complete [EDIT]. Don't even try to speak with her unless you want her to tell you to move your own stuff (yep, that happened). Overall, this company is full of liars. Never ever use them. I really regret not just getting my own U-haul.

Service cost: $1420