Information and Alerts

Pattern of Complaints

BBB files indicate that this company may have a pattern of
complaint. Specifically, consumers allege the business

·       Provides inaccurate price quotes that are much lower than the
actual costs at the time of moving

·       Contracts with carriers who miss pick-ups, delay deliveries,
withhold belongings, and present limited payment options—all without sufficient
notice given to consumers

·       Becomes hard to reach and fails to respond in a timely manner to
concerns pertaining to move updates and refunds

On July 20, 2022, BBB requested that the business respond to
alleged pattern. On August 9, 2022, the business responded to BBB and outlined
steps they plan to implement to eliminate the alleged pattern of complaint.
Their steps include the following:

·       Compressing sales to alleviate pressure on office as they
implement processes that won’t allow customers to fall through the cracks in
customer service.

·       Hiring a leading expert in the industry to take Nationwide Moving
and Storage through a seminar on the moving industry, which includes training
on sales practices, customer service policies, carrier vetting, and record
keeping.

·       Adding a verification process to the sales floor, which goes over
exactly what to expect in the moving timeline, so the customer isn’t surprised.

·       Making personnel changes in their customer service and quality
assurance department, including the addition of a new leader who they allege
has a higher aptitude for building processes and teaching empathy.

·       Adding carrier vetting processes to quickly identify potential
problem carriers and minimize liability for customers.

·       Growing their customer service team and quality assurance team,
while implementing additional training.

·       Adding a third-party system to create support tickets, which they
allege help to assure that customer issues are handled.

As of August 11, 2022, BBB will continue to monitor the alleged
pattern.