STAY AWAY from Hercules Moving System, LA! (MC 619135) This company is a NIGHTMARE! My move from LA to the northeast has been plagued with terrible and costly problems.
Despite email and phone confirmation – on the day my stuff was to be picked up – no one from Hercules Moving System showed up. I called all day. No one answered any of the phone numbers.
A full day and a half late, they showed up. This meant I did not fly out of town to my new job when I was supposed to. I incurred the expense of renting my place an extra day, staying an extra night in a hotel to wait for them, canceling non-refundable plane tickets, and boarding my pets an extra night. No one at Hercules cared.
Lydia, the Dispatch Manager, is sarcastic, and rarely follows through. In the rare event you reach her by phone, she states you can not speak with anyone in the company about a problem, delivery confirmation, etc. Only her. She rarely answers her phone, voice mailbox is too full to leave a message, and she does not respond to important emails despite having received them. She told me to put my complaint in an email and if she deems it appropriate she will forward it on to the CEO who will respond. I did. She claimed to have forwarded it. No one ever contacted me. Absolutely no one at this company cares.
When leaving after 1 ½ mo. storage to have my items moved to my new home, I sent THREE requests for delivery on a specific date. I gave them 16 days advance notice as they requested. Again, no one answered my email request. On day eight, I was informed me they never received the request, I had to give another full 16 days. When I objected I the clerk groaned and told me to “read my contract”, which they were not following.
I filled out a request for delivery form, sent it with yet another email, and again, no response! I copied the email to four other people in the company – my original salesperson (in hiding), another person who gave me a quote once, a customer service person, and general email address. NO ONE responded. Lydia told me to put my request for delivery first in my email, then my complaint. IF, I did it in reverse, it was unlikely anyone would read all the way through the complaint and get to the request for delivery. That pretty much says it all about this company. If anything goes wrong – they will avoid you like the plague. They do not problem solve and probably have so many complains they are inundated. This CEO should hang his head in shame. It’s appalling how Hercules Moving System treats customers. Disgraceful!
When I finally got through to one of the others who I had copies my email to, she acknowledged she had the form. Then, wanted to begin the 16 day waiting period as of that day.
When I pointed out they already had been notified eight days ago, it meant nothing. They start the clock whenever they want. When I asked for a confirmation of my delivery date… I was put on hold only to then be told they had no trucks going to my part of the country. They could not say when my stuff would leave. So, they couldn’t say when it would arrive. I would have to wait until a truck was going that direction. They had no idea of time frame.
Do yourself a favor. No matter what you are quoted (and it will be more than that) DO NOT use this company. I have no idea when I will ever see my belongings, if the promised call will ever come from customer service so I can file a complaint, or what condition my stuff will be in when I see it.
I would gladly pay TWICE what this cost me if it meant dealing with a reputable, honest company - which Hercules Moving System is not. Run away while you still can!
Pros: None
Cons: Irresponsible, incompetent co. No customer service.
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