Zippy Shell Incorporated

I am very disappointed at how the final steps of the delivery of the pod were handled for this account. I called ZippyShell last week and spoke with someone named Crista about the fact that my mother had not received the delivery of her storage pod. Crista promised to look into the matter and never called me back. I called back today and spoke with Balinda from the Customer Care Team, who informed me that the pod was delivered to the Indiana warehouse and an email was sent to my mother, but the email was never opened. I told Balinda that my mother is elderly and does not look at email. I also said that per my request, ZippyShell has been sending me emails, as well as my mother, so that I could monitor and make sure everything was going smoothly. ZippyShell did not send me the email stating that the pod had arrived in Indiana. When I set up the pod move, I was not informed that that I needed to confirm delivery. I was told that the pod would arrive at my mothers house in apx. 2-3 weeks.

Balinda offered to reduce the amount of the storage to $100, but she would not allow me to talk to a manager regarding my issue. She said that she would not escalate the call becuase the contract had not been violated. I reviewed the contract with Balinda on the phone, but there is nothing in the contract regarding how Zippy Shell communicates. Balinda said we communicate through email, and that is not in the contract. I told Balinda that historically ZippyShell has been sending both me and my mother an email, but because I was not sent an email letting me know that the pod had arrived and letting me know that I needed to schedule a delivery to my mother's house. Balinda said only the primary person receives emails. ZippyShell charged a monthly storage fee for the time the pod arrived in Indiana through now. According to Balinda, the fee was justified. I disagree because ZippyShell changed the way they communicated with us by leaving me off of the email confirming the pod had arrived. Balinda refused to let me speak to a manager, but she offered to change the email notification to my email address so I will receive the emails. I agreed, but told Balinda that I would be calling back to speak to a manager.

When I called back I spoke to Lauren. I told Lauren the history of events. She told me there was nothing she could do and that she would not escalate the call for the same reason as Balinda. I hung up and called again, this time speaking to Kimberly. Kimberly pulled up the account and didn't say anything. I said, "Hello" and she said, "give me a minute." Then she came onto the phone with giggling in the background and said, "You have called several times in the last 5 minutes, and I can't help you either."

This customer service team of Balinda, Lauren and Kimberley would not let me talk to a manager. I am very disappointed with the lack of customer service.

I emailed the helpdesk and they also nothing could be done. I beleive my email went the same 3 customer care people who told I could not talk to a manager.

As a Real Estate Broker I refer movers to my clients all the time, but because of the lack of customer service (and professionalism on behalf of the customer care team) I will not be sending any more business to ZippyShell. I will recommend PODS.

Move size: Partial Move Service cost: $3100

The Zippy Shell representative was very clear on the phone that I could cancel up to two days before the move. However, there are hidden fees when you cancel, which are not listed on the contract but are only visible if you hyperlink off the actual contact to sub-pages.

This company has a two-star rating for a reason and after my experience with them, I would NEVER use them. They are disingenuous on the phone and the 4-page contract does not contain all the information it should make fees clear. All fees should be on the signed portion of the contract.

Move size: Studio Service cost: $4500

The absolute worst moving company. My container was picked up on December 19th. I will finally receive delivery on January 17th, 4 weeks to the day after pick up. The container sat in California for more than two weeks before they even began to move it. Even with the holidays factored in I was notified the container arrived more than a week after the latest arrival date, according to how they calculate business days, per the contract. They then had the nerve to minimize the number of days late by creating extra holiday days and saying those days don't count as business days (Dec 22). They notified me of arrival on a Monday, told me the container had arrived the previous Friday and didn't count that extra business day either. They acknowledged being 3 business days late then just said we're sorry there's nothing we can do to make this right. No adjustment to the bill. I won't even go into how they were 2 hours late in dropping off the container on the front end of the move costing me an extra 2 hours of loading labor. Stay far away from this dishonest, incompetent company.

Move size: 1 Bedroom Home Service cost: $3000

The local folks in DC and CA are good, but the parent company that transports long distance is horrific. They continually told us our shell was in transit, only to advise us after 20 days that it had never left Virginia. Instead of expediting it, they took over 2 weeks to get it to us, with a terrible lack of service and communication. No single point of contact -we continually had to explain our situation to a new person each time, and we were always given the same answer - it is in transit, no expected date of arrival recorded. We literally had no idea where it was or when it was arriving until a month and 3 days after pick up, we got a call from the local people in CA saying it had arrived. They had no idea we had had any problems so they were looking to deliver it in a few days. Thankfully after hearing our story, they delivered it the same day. Over a month of living with no furniture and no way to cook is depressing and expensive!! We had to buy bare essentials and eat out all the time. Our kids had to start school with only the one suitcase of clothes we had brought and air mattresses to sleep on for over a month. No chairs to sit on. And having no idea when the end was in sight or if they had truly just lost our things was simply awful. I would recommend the DC or CA zippy shells for local moves but never for long distance!!

Move size: 1 Bedroom Home Service cost: $2500

Complete misrepresentation of the unit size and very poor customer service! They claim the unit holds up to four rooms, which is incredibly misleading as well false advertising. When the unit pulls up on your property and you see the size, they ask you if you want another unit delivered trying sell another delivery charge and storage fee.

When I approached the delivery driver, on the size of the unit, he said it does hold up to four rooms "but only what you really need". The third party movers also said they have told the company multiple times of the problem however, the problem continues. They both thanked me for not taking it out on them and ask me to call the office regarding my concerns, as they are the one’s the customers typically take out their frustrations on. This is apparently a normal occurrence and very unethical business practice by this company.

When I called to discuss the issue with Stacy, I was basically told I was a lair by both Stacy and Amy “the manager”. They claim I was told the unit holds only "2-3 rooms with only a moderate amount of items", however the only thing I was asked by Nancy was if I was moving a piano because "they've had a problem with that the last couple days", as to which the answer was no piano. We have a small 1,500 sf house and about half of the items are being moved and with no appliances. They refused to compensate for anything or any services and were unwilling to come to a fair and reasonable compromise.

I've used other companies like this for moving in the past and I regret ever calling Zippy Shell and giving them a chance and my money! I DO NOT recommend them, especially since there are many other companies out there that will treat you with respect and be upfront about how much the unit can hold. Now my hands are tied as they have 1/2 of my stuff, I've paid for movers, and I still have more to put in storage.. and they don't care, they just want your money.

Move size: Partial Move Service cost: $500

The delivery end of our experience went very smooth. They delivered the empty container and picked up the loaded container on time at the origin location near Seattle. That's where the good part of our experience ends.

I called on October 6, 2017 to have our container shipped to our destination location in North Carolina. On November 11th, I received a billing notification for a month of storage in Seattle. I called them immediately and told them they shouldn't be charging me for storage in Seattle when our container was already on the truck. The customer service person confirmed it was on the truck and that it would be delivered in 10-14 business days.

On approx. the 11th business day I called to confirm delivery so we could let our apartment complex know when we would be receiving our container. The person I spoke with stated it was due to ship out of the Seattle warehouse on Oct. 25th..WHAT?? When I told the customer service agent we were informed the items had shipped on or around Oct. 10th, she confirmed that they had not. She then scheduled delivery for Thursday, Nov. 2nd. We made all of our arrangements for this "scheduled" delivery date.

On Wed., Nov 1st, we received an email asking us to contact them because our shipment had been delayed. I was very concerned since they had already charged me for the 2nd half of the delivery fee which only should have been charged once our container reached the destination warehouse. I called and spoke to a "manager" (his name was Rod or Don) who apologized and stated our container had to be re-routed through New Mexico and we should expect it Thur/Fri of the following week (11/9 or 11/10). He refunded the extra month of storage and the 2nd half of the shipping fee. This is the only thing that has actually happened that they said would happen.

Today I called to confirm delivery for 11/9 or 11/10 and was told, once again, that the container was still in Seattle and would arrive at the destination warehouse on Monday, 11/23/17. I said "you've got to be kidding me!!" and restated my conversation with the manager. I was very angry and dissatisfied with her answer and asked to speak to a manager. She informed me they "don't have the ability to transfer to a manager" and that she would escalate the issue and have a manager contact me within 48 hours.

By this time my husband is furious and calls Zippy Shell himself. He tries to get a manager on the phone and is told repeatedly that the issue has been escalated. Oh goodie..like that really means anything. Now we are supposed to hear back from a manager within 3 hours due to the "escalated status" of our issue.

So here we are, across the country from our origin and still do not have our stuff. No one can give us a straight answer as to where it is or when it will arrive. I honestly do not believe anything they tell me at this point. We've had to spend over $1,000 just to have things to function with everyday. No telling how much longer we will have to wait or if our stuff will even arrive or what condition it will be in when/if it arrives.

DON'T USE ZIPPY SHELL!! They will lie to you and send you in a never-ending circle speaking to people who can't tell you any valid information.

Move size: 3 Bedroom Home Service cost: $2300

I originally booked Zippy Shell to move from DC to Los Angeles because they were local, had a shell that was a perfect size, and the pricing seemed reasonable.

After booking, and after our stuff was gone, I decided to read reviews online to get a sense of what to expect, and to my horror, I read a number of terrible customer experiences that caused quite a bit of concern. People mentioned their stuff arriving at wrong locations, having to wait 30 days for arrival, 12 days for delivery once it was already in their city, and had awful customer service interactions. Needless to say, I was regretting my decision and crossing my fingers that these weren't going to be the case with my move.

To my pleasant surprise, I received a phone call 8 calendar days after the shell left my prior residence letting me know it had arrived in Los Angeles. I hadn't even left DC yet! They originally said it would be 10-14 business days, so was very impressive!

After arriving in LA, I called to schedule delivery. They said they typically ask for 72 hrs notice, but were able to deliver it within 48 hours of my call. Drop off communication with the warehouse person was fantastic. We were texting to confirm time and location, which is always a nice personal touch. My belongings arrived undamaged (except for two poorly packed Ikea wine glasses). More often than not, damage is caused by poor packing, and I've moved enough to know stuff needs to be tight like a perfect game on Tetris.

Thank you Zippy Shell for proving the bad reviews wrong and giving me an awesome moving experience.

Move size: 1 Bedroom Home Service cost: $3148

We did a military "do it yourself move" from MD to KS with zippy shell Maryland location. The salesperson was good at selling their service. I was excited at first. They came on time to drop off my container. Sadly it took them 25 days to have my stuff at my destination. My family (*5 month old baby) and I were sleeping on the floor inside empty house for 25 days. They stored my stuff without my permission at the origin. Which I didn't request. When I try to call them, they will say they will call back but never will. My experience has been beyond frustrating. Im very disappointed. My advice to you is..I don't think they are reliable for long distance move! I regret for not using other moving companies.

Service cost: $2289