Supreme Moving and Storage

Please, stay away from this company! They do not deliver on what they promise. I spoke to Sal who did my reservation and quote. He seemed like a nice enough guy and honestly I thought that the company was trustworthy based on speaking with him. I was very wrong. Sal quoted me $2500 to move furniture and belongings from my 2 bedrooms, living room, dining room, and misc. from Virginia to Illinois. This was hundreds of dollars less expensive than the next closest quote so I thought that even if it ended up being more than the quote, it would still be relatively affordable. He also explained that I would ONLY pay for the cubic footage my belongings took up in the truck—any empty space I would not be charged for. So, if I went a little bit over they would charge me by the cubic foot; if I went a little bit under, the cost would be less than he quoted me. Sal also verbally guaranteed pickup on July 12 and delivery on July 18 which was really important to me due to the cross-country nature of my move. I asked him to put it in writing and he said that it would be on my contract--this guarantee wasn't included in my contract but I stupidly thought this was just an oversight on his part and I could trust what he said.
Fast forward to the "guaranteed" pickup day and no one shows up despite the fact that the office called me the day before to report that they would be there on time as expected. Mind you, I had taken off work to ensure that I would be available for them. When I called the office to report that no one had shown up, I spoke to a woman who apologized and called the driver. She called me back to explain that there was an issue with the truck's axel so they would have to come the next day. I politely pointed out that a little bit of communication would have been appropriate since I had taken off work to meet them. She then proceeded to blame the driver for the lack of communication which I thought was unprofessional but once again, I just dismissed the miscommunication and unprofessionalism because accidents happen. WRONG. The same woman told me that they would be at my house the next day, 7/13, between 7am and 9am. So I once again, arranged to take off work for that day. Later the same day, a man from the office called and said my pickup had to be pushed to the afternoon on 7/13 so I again altered my work schedule. Then I received another call that night switching the pickup back to the morning so I altered my work schedule again. This was all pretty frustrating but I thought at least it would be over soon and I was getting a good deal, so I could overlook the crappy customer service. The next day, no one showed up so at 9am I called to check in. AGAIN. I was then told my pickup had been moved to the afternoon once again but no one bothered to pick up the phone to tell me that.
Finally, the driver and two helpers show up on 7/13--a day later than "guaranteed" and after more phone calls than I would have cared to have. He goes over the basics with me and they get started. I feel like I should point out that these three guys were not what I picture when I think of movers--they were very small physically and had a really hard time handling my things (which aren't even that big or heavy). After three hours, they finally get the truck loaded--my stuff was a little worse for the wear by this point because they struggled so much to lift/move everything--and Bobo (spelling?), the driver, comes and gives me the revised cost for the move. I had a few more boxes and one bicycle more than I had initially estimated to Sal but figured that shouldn't be too much more than what he had quoted me. WRONG. Bobo informs me that the new total is approximately $4600 plus supplies they used (4-5 boxes to wrap a china cabinet, mirror, and glass table). I think my jaw hit the ground. How could this be? He explained how much space was taken up in the truck and the fact that they couldn't pack everything too tightly for fear of causing damage. Furthermore, he wanted 1/2 of the remaining balance at that time. I told him that my quote was way lower than that amount and that Sal had told me that I only needed to pay 1/3 of the remaining balance at pickup and the outstanding amount at delivery in the form of a personal check. Bobo was even shocked--he told me that Sal must've just said those things to get my business; that there was no way that this load could have only been estimated at $2500, they always require 1/2 of the remaining balance at pickup, and the final amount due at delivery in certified funds. It was at this point that I realized that I had been swindled. But what was I going to do? They had already loaded up my things, I had already paid a non-refundable deposit of $800, and I HAD to get to Illinois by the following week to start my new job. So I gave Bobo my check and thought I would be able to resolve the discrepancy between the quote and actual amount by calling customer service.
I called customer service as soon as the movers left. I explained the situation calmly and respectfully (despite my intense frustration) and even told them that I had more things loaded on the truck than I originally thought and that I was willing to pay for them. However, I was not willing to pay 40+ percent more than I was initially quoted by Sal because that was absolutely ludicrous—I didn’t add extra mattresses or couches or dressers or anything large, I had some extra boxes and bicycle! The man I spoke to, Walter, was completely unreasonable—he just kept repeating over and over again that “there will be no adjustment.” When I asked him to speculate on how this could cost so much more than the estimate he told me that the guys probably had to pack my stuff a little bit loosely and couldn’t stack it to the ceiling of the truck because that would damage my things. So, even though Sal told me I’d only pay for the exact cubic footage of my items (NOT open space or unpacked areas), they effectively charged me for space that might belongings didn’t actually occupy because they claimed that they HAD to use the space in order to protect my stuff. I asked if they could go measure the space my items took up in the truck because I wanted demonstrable proof that the amount I was charged was correct. Walter told me and my boyfriend that they had no need to measure the space because their trucks are custom built so that they don’t have to measure anything. They “just know” how much space it takes up. We asked him to measure anyway just so we could be sure it was correct and he outright refused our request.
At this point, I thought I would call Sal since he seemed pretty honest when I first talked to him. When I spoke to him, he told me to call customer service. I told him that I did and explained what Walter had said and how unhelpful he was. Sal told me there was absolutely no way he could help me and then stated that he had to get off the phone because he’d get in trouble for even speculating about the reason for the discrepancy. After I pleaded with him to help, he then said that his son went into the ER and he had to leave but he promised to call me back—coincidentally this just so happened to occur at 5pm on the nose. I never heard from Sal again. I called customer service again the next day and spoke to someone else about the situation. I received the same lousy explanation and the call was conveniently disconnected when I protested. At that point, I gave up trying to argue with them and just hoped for a smooth delivery on the date “guaranteed” by Sal.
On Monday, 7/17, I called Supreme because I hadn’t heard from them regarding my delivery which was supposed to take place on 7/18. I was told “if the driver hasn’t called yet, they aren’t coming tomorrow.” I asked if they could call the driver and find out when he would be coming. After a brief hold, the man I was speaking to came back on the line to tell me that they couldn’t tell me when the driver would show up and to call back the next day for an estimated delivery date. So the “guaranteed” delivery of 7/18 was not going to happen. I call back the next day and am once again told that my stuff isn’t coming on 7/19 but to call back again the next day to see if there was an update. On Wednesday, I call again and it just so happens to be Walter who answers the phone. I ask him for a new estimated delivery but he says he doesn’t know, “maybe sometime early next week.” Walter is a manager so I decide to tell him about this whole delivery fiasco and how frustrated I am that the date Sal “guaranteed” has come and gone and I still don’t have my things. I explain that I’ve been sleeping on my bare floor since I arrived in Illinois because my belongings haven’t been delivered. I ask Walter where my things are because I’m thinking that I could just go rent a truck and pick them up myself if it’s local. That’s when Walter proceeds to tell me that my things are IN STORAGE IN VIRGINIA. What? How? I didn’t ever consent to having my things put in storage—this was not in my contract either. I was told by Sal that my things would be loaded on a truck as part of a “piggybacking” program with someone else’s things and immediately driven to Illinois. So, now not only are my things not in my new condo, they are still in the state that I left in a place that I did not consent to having them. Walter says that’s how they do business—that the “piggybacking” program means my belongings will be delivered whenever they have another load to bring out to Illinois and that they put them in storage while they were waiting for that other load. I was absolutely blindsided by this—no one ever explained that in writing or verbally. I never would have agreed to those terms if I had known that this was their plan all along. I ask Walter if they can call me once they have an estimated delivery date because I was starting a new job and needed to work with my new boss to get whatever day off to have my things delivered. Walter says “There will be no call. You can call us.” And that was the end of that conversation.
So, I wait a day and I don’t hear anything. I call them again on Friday, 7/21 and speak to David who tells me that it looks like my things won’t be delivered until the following Friday, 7/28. That was upsetting since I was sleeping on my floor until my furniture could arrive—I didn’t have the money to go buy an air mattress since they had charged me over $2000 more than what they had told me I should expect to spend on this move. It was also upsetting because my family, who came up from Texas to help me get settled, was due to leave on 7/22 which was way earlier than the new estimated delivery date from David. Again, I just had to hang up the phone and hope for the best.
I got a call on Sunday morning, 7/23, from Joseph who informs me that the truck is being loaded and they could deliver my things on Monday, 7/24. The driver calls me Monday morning to confirm that he can get there that night between 7pm and 9pm which seems pretty late in my book, but I was just relieved to finally be getting my belongings. The driver and one other mover show up around 8:15pm in a truck that they rented from Penske instead of a professional moving company truck. It turns out that these two guys don’t even work for Supreme—they are just contracted out. Once again, I realize just how shady this company is. But it gets worse because when they open up the truck I realize just how much I’ve been swindled—my items took up about a quarter of the space in this new truck and are loaded all the way to the ceiling (which, remember, is something they told me they couldn’t do in the first truck where my things took up almost half of the cargo area).
Before they unload, they insist on payment. As requested by Joseph and Bobo, I got the remaining balance of $1929 in the form of a cashier’s check which is, by definition, a certified form of funds. The driver was upset and said they could only accept a money order—to which I had to explain to him that money orders can only be for less than $1000 and that a cashier’s check serves exactly the same purpose but is meant for higher amounts. After a call to Joseph, he agrees to accept it. Then he tries to charge me $150 extra, in cash, because he says that they charge extra for having to use an elevator. I told him no way, that isn’t in my contract and I’m not paying for it. They’re welcome to go up the three flights of stairs, instead, if they don’t want to use the elevator to which the driver says that he’ll charge me $700 more if they have to use the stairs. I point out in my contract where it says door-to-door delivery and that it says in there that I live on the 3rd floor. After arguing with me, he finally calls Joseph again and Joseph tells him to drop it.
The whole argument over the elevator thing and cashier’s check must have made him and the other guy angry because when it came time to unload, they were just tossing my things around instead of carefully unloading everything. To make moving even harder, they didn’t have dollies to help move anything, just one little four wheeled cart. As they are unloading, I realize that everything is in REALLY bad shape—my boxes are crushed, the blankets Bobo and his team had put on are torn and tattered, the bag on my mattress has been totally ripped off, etc. I asked them to please be careful but that only seemed to make them more irritated. As the things start to get put into my condo and they ask me to start comparing them against the itemized inventory, I realize just how bad the situation is: my grandmother’s china cabinet has been broken in multiple spots, my floor lamp is completely missing the shade and electrical socket which was ripped out, all three of my dressers were dragged on the ground so the corners are ruined and the knobs are broken, my nightstands have been tossed around, one of my end tables is broken, the top of my antique buffet has been ripped off, my bookshelves and desk are dinged, dented, and beaten up, my mattress is disgustingly dirty, some of my boxes are totally crushed while others have been ripped open. Keep in mind that all of my furniture was wrapped and packed by Bobo and his team; the boxes were packed by me but they were brand new when I got them from Home Depot. I ask the driver what could have possibly happened—it looks like some of my stuff was dropped out of the truck on the highway and then reloaded on the way here. He apologized but claimed it had to have been done at the storage facility because he and his helper didn’t do it. Meanwhile, my new neighbors were watching them unload my furniture and told me the movers were turning my dressers end over end instead of wheeling them in and other items were smashed into each other in the lobby area—it’s no wonder why my belongings look so terrible now. I also realized that I’m missing multiple boxes as I went through the inventory. By the time delivery was completed, it was nearly midnight.
After unpacking and assessing the full scope of the damage, I called Supreme to get a claim form. They said they would email it to me right away. Of course, I didn’t receive it. So I called again and again and again but couldn’t even get anyone to answer the phone or return my voicemails. Finally, I had my boyfriend call from a different number and they answered the phone and sent it. As instructed, I detailed all of the damaged and missing items, including photographs, and returned it to Supreme via email on 8/6. They only confirmed receipt after I called them the next day to ensure they got my email. I was told that it could take up to 120 days to process.
At this point, I don’t expect to receive any monetary compensation from the company. Everything that they told me was a complete lie and the vast majority of my furniture is irreparably damaged. Supreme Moving and Storage charged me FAR more than they estimated, were late to pickup, were late to delivery, stored my belongings without my knowledge or consent in a place I was unaware of, and broke/scratched/ruined the furniture that their own employees wrapped and “secured.” To top it all off, the customer service is completely insulting and unhelpful. Please don’t use this company for your move—go with a reputable business who cares about your satisfaction and your belongings.

To see all of the photos of my damaged belongings you can check them out on Dropbox: https://www.dropbox.com/sh/sa39tz1b9b2z27a/AAAZk_u2MajKPQ277N493c_ea?dl=0.

Move size: 2 Bedroom Home Service cost: $4600

This is the most dishonest business I've ever dealt with. Read all the red flags on the department of transportation website, and you will see that this company checks all the boxes. They will tell you that they don't need an onsite inspection, give you an estimate based on the information you provide, ask for immediate payment to secure the moving contract, assure you that they will send you a company truck and even pretend that they have a storage at destination to store your belongings in need be.
When I saw an Enterprise rental truck (not Supreme Moving) pull up on my street, I knew I was in trouble. The truck was near full, the drivers told me in a broken English that I had more stuff than they were told, and after much struggle, I was told by their boss (somewhere from Texas, not the company that I booked with in Illinois) that I had misled them in their estimate, that he will charge me more, but also take part of my stuffs and come back for the rest. Long story short, I wasted a day arguing on the phone, the truck left and I lost my $731 deposit.

Move size: 3 Bedroom Home Service cost: $2090

These guys moved me from Cali down to my parents in Florida. I honestly was not looking forward to relocating my family but my husband was offered a promotion that would relocate us to South Florida. Which is also where my parents live so it seemed like it was meant to be.
We called supreme because of all the good reviews on line. First I spoke to quite a few other movers who promised me the world and cheap prices. I was born at night but it wasn't last night. So I went on line and all of these other guys had terrible terrible reviews.
I did my research and found these guys.
When I called them the rep spent so much time with me. Gave me an understanding of the moving process, showed me their moving histlry, went through each piece of my house asking a lot of questions. Basically they were very thorough and helpful. I wish I could remember his name. We ultimately made the decision to book with them based on our research and I'm so happy we did.
When the move happened, the workers were AMAZING!! They wrapped and brokedown all my furniture so fast but really well.
My only complaints are the time it took for delivery was a few days longer than I expected but they kept on touch with me and apparently it's busy season so they are a little behind. I could understand that and I had a few plates broken however I did pack those so..
Besised this they were amazing. I highly recommend them if you are moving far. Thank you again!!

Move size: 4 Bedroom Home Service cost: $9430

We gave detailed information to the company including sizes of furniture and cabinets. We talked to them several times to make sure they had complete information. They gave us a quote.
When the truck arrived twelve hours late and at 10:30 pm, we were told we we had purchased a certain amount of space. We were to choose what we wanted on first then pay for the rest or leave it.
When we signed our contract to purchase ahome, we called. They assured us in two conversations that our goods would be here by June 19.
They are now denying that conversation. They said they would load it now. They do not know when we will get it!!

Move size: 3 Bedroom Home Service cost: $11600

Supreme Moving and Storage made sure that my relocation was hassle-free! The movers were kind and handled my items with care, making sure not to damage anything in the process. We have just moved from New York to North Carolina. Moving is always a stressful process, but knowing that I had movers I could trust made it so much easier. Even their prices were a steal! The workers truly care about your experience and will work with you to find the best deal around. There was never a time that I felt communication was ever an issue. Supreme Moving and Storage deliver to anywhere in the country, so I will definitely recommend them to friends and relatives.

Service cost: $10000

I was nervous about the move but I had a great experience that I wanted to share. This company definitely worked hard to really show me the hard working experience at this carrier. They proved from start to finish on the job. The company was very affordable on the price and being able to know I was able to trust the moving carrier for the first time moving was a big step because I didn't know where this could go. Knowing that I made that big step it was great that I made it with Superior moving company. Overall I rate this company an A+ 5 stars, I had no complaints and the sales specialist gave me a great quote. He also answered all of my questions and cleared all of my doubts. He made me safe and assured everything would go as planned. Overall great experience and highly recommend this to readers and family and friends. I'll be a returning customer . If you are moving I definitely recommend this company as you can tell everything went great with my move!

Service cost: $10050