Posted: 11/29/2011Provided by Citysearch -
We chose Sullivan Moving & Storage to move us across the country, from San Diego to North Carolina in August, 2011. Our selection of Sullivan was partially based on a number of positive reviews that we found online. We had Sullivan do much of the packing for our move, and I specifically asked that a creche I had handmade be packed very carefully. When I happened to look in the box it was put into, I was shocked to see it at the bottom of the box with heavy exercise equipment (weights) on top of it!!! When I retrieved the creche from the box, it was, of course, broken!! The driver offered to take it to the guy in their furniture repair department ""that was really good.""
Here the issue gets messy - After a month of repeated phone calls to Sullivan, I finally found out that the wrong address had been put on the box so it could not be delivered! The driver, who had lost the tracking number, went to the UPS office he had mailed it from and they did a trace on it and eventually found it. Before they shipped it to our actual address, a guy in their shipping department decided to look inside to see if everything was okay. He said it looked like ""toothpicks"" because it had completely fallen apart and he wasn't sure if it was worth shipping - I told them to please ship it to me, in the hopes that I might be able to reconstruct it. This process took almost three months - all because they didn't pay any attention to my request to carefully pack a fragile item!
We had other problems beside the fragile creche outlined above:
1. Several lamp shades, which were packed by Sullivan, arrived with the shades bent and broken, so that we are going to have to replace them. C'mon guys, it's not like the fragile creche, you pack lamp shades on a daily basis! There is no justification for lamp shades getting beat up during a move! Of course, finding lamp shades that will fit the lamps has been a real pain.....bottom line, don't use Sullivan to pack anything that is breakable.
2. We had two identical video cabinets that Sullivan moved. When the cabinets were unloaded and put in our living room, I later noticed the bottom of one of them had broken off and it was a full 2"" lower than the other cabinet!!
No one had said anything about when or how it was broken.
3. I had clearly marked some of the boxes with different colored duct tape to guide the movers as to where the boxes should be put. We also told them where the boxes were going as they unloaded the truck, but we later found a good number of the boxes had been put in the wrong room - on the wrong floor! In addition, some of my craft containers were broken because they put too much heavy weight on top of them when they loaded them onto the dollies!
4. Part of our load had to be left behind. I was told that another truck would be ready to bring it right out to us. Instead, it took approximately 3 1/2 weeks for them to finally deliver the rest of our belongings!
We had unfortunately chosen the minimum insurance coverage ($0.60/lb), and since the creche and lamp shades didn't weigh that much, I didn't bother with a claim form. Furthermore, the person I spoke with in the claims department never once apologized to me for all the mix-ups and problems I had with getting the creche from them. At the very least, she could have done that!
Bottom line, the drivers that moved us were friendly and professional, but the packing services and movers they provided were clearly not up to the task, leading to lots of problems during the move and leaving us unhappy with the final result.
P.S. I recently received a phone call from Sullivan that informed me that the box containing my creche had been left on a truck and got rained on. I was told that the creche was totally destroyed and wasn't worth sending to me. They offered me compensation, but how do you put a price on something that was