Zippy Shell Incorporated

WORST moving experience!! My girlfriend and I hired them for a long-distance move from PA to NY. The salesperson promised us that the shell will be delivered to our apartment and be unloaded from there, however, after they already charged us the second payment, they said they would have to do a “loose unload” where they unload the shell (while cutting open our lock that we put on the shell) and load it into a truck and then unload the truck again at our apartment. We hired Zippyshell to decrease the amount of unloads we do so our belongings do not break. Zippyshell gave us multiple excuses as to why they had to do the “loose unload” (which was not in the contract we signed) but they did not care. Also, we woke up at 7am to go to the warehouse in LI to unlock the shell for the movers. If that wasn’t frustrating enough, they took over a week to get us our COI correctly and delivered it on the morning of the move. And as a warning, the customer service department is absolutely useless and will tell you that they put an “urgent” request and still take time to get back to you. The company has been an absolute nightmare while moving and highly recommended that people look elsewhere for long-distance movers.

Move size: 1 Bedroom Home Service cost: $3000

Used them for a move across the country. As others have noted, they are quite nice on the phone and the process to set everything up went very smoothly and the rep was very informative.

However, from that point there were delays at just about every point possible. I got a call 3 days before the container was to be dropped off saying they didn't have one for an extra 6 days - this would NOT work as I was moving, duh! Eventually they emailed me confirming the dropoff date, but then I didn't hear anything until I called them on that day and had to threaten them with cancellation to get any info from them and speak to someone who could actually help get the truck there - late in the day so I missed almost a full day of packing. Delay #1.

Then they called to let me know that the container pickup would be a week later than scheduled. Delay #2. Luckily the property I was moving from allowed me to keep the container there after I had left.

From that point I got no updates unless I called, which wasn't that much more helpful. They weren't able to tell me anything more than "it hasn't shipped yet and we have until X date." It sat in the first warehouse for almost 10 days before beginning the drive across the country. Delay #3. When they finally told me it left the East Coast and gave me a date (though I can't prove it, I'm pretty sure that they just told me it left the warehouse when it hadn't). I was informed that it was at the arrival warehouse, but then couldn't be delivered for another 7 days. Delay #4.

All in all, it arrived almost 2 weeks late, while I slept on the floor, had to purchase kitchenware just to cook and eat, etc. Yes, I planned to not have furniture, etc, for a week or two, not for over a month. An extra $400 was added to the original contract amount.

That being said, the drivers were very nice. The reps I spoke with were nice, though not really very helpful or able to get access to actual info on the status other than "not shipped yet" or listed contract dates.

I do not recommend. They were a bit cheaper than others but not worth the hassle, uncertainty, and delays.

Move size: 3 Bedroom Home Service cost: $4800

On 7/7/2022, I booked a zippy shell with the promise of it arriving to my driveway for loading and unloading for our cross country move. They were unable to drop it off which resulted in me having to rent a uhaul for $161.31 and gas for $50 to transport the items to their facility and load the items myself at the facility. I was not offered reimbursement for these costs. I was told then that it'd be okay once it gets out to Florida that when it arrives they'd call me. I did not receive a call on expected arrival day. On 8/5/2022, I called them asking where it was at and that's when I was told it arrived. I asked for drop off immediately as it's already running late. They tell me it will be an additional week possibly 2 weeks for drop off. This is resulting in us acquiring another uhaul for $89.50 and gas for $30 just to get our items. I then showed up after spending this and now they are refusing to give us our items. I am beyond livid. I need my stuff ASAP! I am seeking full reimbursement for truck rental, gas, and initial transaction due to services not being rendered as initially promised resulting in additional money and time spent. Along with my stuff being delivered ASAP to my address.

Move size: 2 Bedroom Home Service cost: $3100

This is one of the worst companies ever. I experienced issues from the beginning which should have been a red flag, but since they had an A- with the BBB I figured they were okay still.

Our first issue was that it took 3 days and multiple phone calls and emails to receive our moving agreement.

The next issue is that the drop-off was an awful experience. We never received our courtesy call and the driver was very rude to us.

The next issue was that our container had arrived at the warehouse on 7/22/22 but we were not informed of this until 7/27/22. When we called to get the delivery scheduled they told us they could not deliver until 8/16/22. However, during my call with the sales rep, he said that getting it delivered by the 4th should be no issue. I spoke with a customer service manager who said that they would call me back with an update, they never did. We did recieve a text saying that the delivery had actually been scheduled for the 8th. We called to confirm and they said that it was able to be scheduled and that they would include unloading service for free. Today, the day of the deliver comes, they were supposed to be here between 8 AM and 12 PM. 12:30 comes around and we still haven't even heard from them. I give them a call and I am put on a 10 minute hold. I was then informed that the crew cancelled the delivery because we are "outside of their service area." I spoke with the customer service manager and basically all they could do is offer a $100 credit to our account for the missed delivery. Since they were on the phone I asked what ever happened to the call about the previous missed delivery. Apparently they left us a voicemail (we didn't get a voicemail) and even though the sales rep was vague and ambiguous there was nothing they could do.

Save yourself the headache. Use a legitimate company not this joke.

Move size: 2 Bedroom Home Service cost: $4000

If there were a way to rate zero stars, I would. This is absolutely the most crooked, worthless, corrupt company i've ever done business with. Their "MOVERS" aka NOT movers didn't show up for my move and then when they did days later, they THREW all of my stuff into the pod and when I got it 99.9999% of my belongings were RUINED. DESTROYED. The offered mr $150 on a $5k move for the inconvenience. They have continued to charge me when they have NONE of my belongings and I have had to file fraud reports against them repeatedly. ABSOLUTELY UNDER NO CIRCUMSTANCE USE THIS COMPANY. You'd be smarter to sell everything you own than hire these people to "MOVE" aka destroy them. CAUTION DO NOT USE THIS ABSOLUTELY CORRUPT business. I don'y even know how they're still legally an entity. Literally horrendous customer services, experience and execution (if you can even say they do that). I wouldn't wish my worst enemy to use this company.

Move size: 1 Bedroom Home Service cost: $6000

Went with Zippyshell due to cost for a long distance move, they were significantly (about 30%) cheaper than Pods. The sales rep I spoke to was incredibly respectful and helpful. The pick up process with smooth, they showed up to deliver the empty storage unit and picked up the packed storage unit without issue at our starting location. I was confident that after 2 months of storage that the delivery process would be just as smooth. I scheduled a delivery 2 weeks in advance. In fact I thought to myself I never write reviews and I was so impressed that I was going to write a review advocating the other reviews left were wrong and they had figured out the issues with customer service and logistics. I was unfortunately wrong. On the day the delivery was scheduled to our new home we hadn’t received a window of time for delivery and I was informed I would get a 1 hour notice before they showed up. I called again 3 hours later, and was told they had no update but had until 8pm to deliver the unit. I called again 2 hours later and was informed that they wouldn’t be able to make it today. They didn’t come, offered no explanation as to why and did not tell us until the last possible moment which took 3 phone calls initiated by myself. I waited all day reserving a spot for the unit on our street and scheduled vendors that had to be rescheduled. Our move was posted a week without notice, we had to incur additional living expenses and vendor reschedule fees we weren’t prepared to cover for an entire week. When asked what compensation would be provided they informed us, we would not be able to discuss this until after we received the unit. After a week on the scheduled delivery day we called customer service asking for an ETA, I waited 30 minutes on hold, no one answered. When I was able to get someone on the phone I was informed that according to their system they were on schedule but no one at the delivery center was answering. The same things we heard the previous weekend. Eventually after they missed the delivery window, again

I finally got a supervisor on the phone who quoted me the same information but this time she was going to call the manager at the storage facility. After endless back and forth it finally comes out that the forklift has been broken and they were not able to make the delivery AGAIN. They knew this and allowed me to schedule a move twice to not show up. I was then called by a “Senior Resolution Specialist” who informed me I wouldn’t be getting the refund I was requesting and they did not have information about when I would get my items. We filed a complaint with the BBB. Where was the breakdown in communication? Why wasn’t the facility able to get another forklift to offset all the cost of business they would lose for weeks of not having one operational? Why did it take me initiating this communication for the customer service facility to be aware of this issue? Why was I able to schedule a delivery if they knew? The customer service representatives sound burnt out, they read a script and repeat the same lines as if it de-escalates a situation entirely created by the company they work for with poorly managed logistics and operations. Honestly I don’t blame them, this must happen all the time. The number of times I was told the same thing is what escalated this experience for me. There was no transparency or urgency throughout my interactions with any representatives. I have no idea if and when I will get my things.

Move size: 2 Bedroom Home Service cost: $2800

What ever you do, do not use Zippy Shell for your next move. I had used Zippy Shell for a long move but smaller items. They hired a moving crew to move my items. We supplied the packing materials such as blankets. The moving crew themselves told us ahead of time that Zippy Shell does the worst job with moving items and our items will most likely be broken due to the way they move and shift the items. They basically said they don't care when moving stuff. Sure enough they were right, broken furniture, broken box, and missing pieces that wee broken off bc because everything was not inside a pod but a cage. I filed a claim for my items, I waited 6 months for them to get back to me to tell me "The 1-800-Pack-Rat Zippy Shell claims process has concluded, and we appreciate your patience regarding the matter. The claims department has evaluated the claim you’ve submitted for damage to items that you rented from the Company. Upon review of the facts of this matter and the terms of the Customer Protection/Duty to Insure Addendum to the Rental Agreement, it has been determined that the damage incurred to your property were not caused as a result of the unit being improperly loaded, mishandled or dropped by a member of the 1-800-Pack-Rat Zippy Shell staff.

Section 6 of the Addendum states: “6. Exclusions: We do not assume liability for damage caused directly or indirectly by any of the following, regardless of any other cause or event contributing concurrently or in any sequence to loss: or (xii) damage caused by improper packing, normal shifting or intentional acts. (please see attached rental agreement terms/conditions)” Based on the terms of the Addendum, this is not a covered loss.

Additionally, the Loading/Unloading Help section of your attached signed rental agreement advises that 1-800-Pack-Rat Zippy Shell does not provide packing assistance or packing materials. It is the customer’s responsibility to supply such items if they wish them to be used during the loading process. The claims team reviewed the documentation enclosed within your claims submission and spoke with the loading team. They confirmed that no adequate protective loading materials were provided. While we apologize for your experience, 1-800-Pack-Rat Zippy Shell cannot take responsibility for the damages sustained to your property."

Again we provided blankets and packing materials and they provided the workers to pack the items. Do not use them. It may seem like a good idea but use someone else. Let their business fail for not taking care of their clients.

Move size: 2 Bedroom Home Service cost: $4000

Zippy shell is the worst moving company ever. I moved from CA to NY, on November 30th. Before signing contract, they said I will receive my shell waaaay before Christmas, and I specifically said: “so I can put my Christmas decorations in shell” and they confirmed! It didn’t happened. Because my apartment required COI and insurance, which took up to 48 hours for them to issue (which they did not). Long story short, they ruined Christmas for my son and did not deliver my shell on time. Even worse, they scheduled delivery for me on the day that they were already closed for holidays so I cannot do anything! They lie, screw and do not care about anything. Untill this moment, I still do not have my shell! My son did not talk for two whole days when he found out that he won’t have his toys and Christmas tree decorations on time for Christmas. DO NOT CHOOSE ZIPPY SHELL. DOESN’T WORTH EMOTIONAL DISTRESS.

Move size: 1 Bedroom Home Service cost: $4000