Chase Moving & Storage

**Not impressed**
Customer service was less than sub-​par.
Long Story Short— If you want customer service and respect as a customer, this is not the company for you!
We were provided a date for our move and the day before we were informed by the packers loading the boxes into the truck that the delivery date wasn’t for 2 days later. We assumed this must have been a miscommunication within the company so we followed up w/​the dispatcher. We were informed that in fact the date had changed and we would be without our belongings for 2 days.
When we called our dispatcher, we were greeted with a terrible attitude, a «too bad, so sad» mentality, and a complete lack of empathy. When we asked what we should do, we were told «go get a hotel». We we’re informed we were still within the contract delivery timeline and thus the date could be changed willy nilly and they did not need to inform us of this.
When presented with the email about the delivery date confirmation we were told that the person who sent it was «not authorized to make those decisions, so it doesn’t matter what they told you.» How are we, as the customers supposed to know who is allowed to do what? The dispatcher telling us this was on the email confirmations, but still refused to accept any responsibility.
After expressing our disappointment we we’re assured we would receive a follow up the next business day about the situation. We did not. We follow up w/​the business owner who has completely ignored us.
We will not be using these movers again and we strongly recommend using an alternate company.

First off, I would have given them zero stars if that were even possible. this is my third cross country move I have made with Allied agents and drivers and the first two experiences were great. The drivers were excellent, the local agents at the pickup locations were courteous and professional. However, that was very much not the case with Chase Moving & Storage. They are the only Allied agent in the Burlington area so if I wanted to use Allied I HAD to go through Chase. Let me count the ways this company made my cross country move a miserable experience…
1. Every time we had to update the contract as a result of updates I had to correct stupid things like typos for the spelling of my name and phone number. I called out these mistakes multiple times and they were never corrected. Also — they repeatedly spelled my name wrong in emails back and forth even though I signed my name at the bottom of EVERY EMAIL. This shows their lack of professionalism and attention to detail. This will become a theme throughout this review.
2. During previous moves other shipping agents have been more than willing to provide as many boxes as needed. This shipping agent was more than happy to offer to allow me to purchase boxes from them at a discount. And then threw in, in passing, that SOMETIMES they had used boxes available for free. I was able to get a few used boxes on one occasion. However, when I did purchase specialized telescoping picture/​mirror boxes nearly all of them were used/​crumpled/​water damaged/​etc. despite Chase claiming they were new.
3. Three days before the pickup date Chase called to ask if they could pick up a day early. Luckily, this was fine because we were prepared to leave anyway. Pickup seemed to go okay until the end when it was clear that the movers didn’t come prepared and drove away with my television in the lap of one of the movers, instead of in the specialized television box that I paid to have them pack it in. They also assured me that someone would call the next day to update me on when the cross country driver would be loading the shipment on his truck… this never happened. I had to call a FULL WEEK later to ask what was going on to find out that my belongings were still sitting in Chase’s warehouse in Vermont. The fact that a driver had fallen through was definitely not Chase’s fault. However, the total lack of customer service to let me know what was going on most definitely was.
4. Once my stuff was finally picked up by a driver I had to contact Chase repeatedly to get updates on the driver’s ETA. My stuff ended up being dropped off four days past my contract’s expiration date — which again is not Chase’s fault. However, they never even offered to put me in touch with the driver, which is common practice in this industry. In the two previous cross country moves I have done, the driver was in constant contact. That would have been a blessing in this case since had I had contact with the driver I wouldn’t have had to deal with the Williston agent at all anymore.
5. So my belongings did arrive at their final destination. However, we did pay roughly $ 300 to have an heirloom bassinet crated for transport. This was not a super large item, though larger than your average dish pack box. However, Chase insisted that they couldn’t just put it in a larger size box. They had to put it in a special crate. OK fine. When it arrived it looked like some homeless guy’s shanty. It was at LEAST 3 ½ times bigger than necessary for the item going inside it. Additionally, it had some other customer’s name on it. The driver took one look at the whole mess and commented that the local agent clearly reused some crate they made for another customer rather than making a new one because it was WAY too big for the item being shipped. Not to mention the fact that because it was enormous it added at least an extra 50lbs to the total weight of our shipment — eg added cost in weight on top of the crating fee — total rip off.
Lastly, we definitely had several items show up in pieces. Although the most egregious piece of damage was to my treadmill. Some dummy clearly didn’t know how to operate the hydraulic folding mechanism and totally screwed it so now it’s stuck in the upright position permanently. I don’t believe for a second this was the fault of the driver. He was incredibly professional all the way around. This HAD to have been done by the movers packing up our house or by someone moving things around at the Chase storage facility (you know, since my stuff sat for a week before anyone bothered to tell me what was going on).
Bottom line — if you can avoid this company, you should. If you’re moving out of Vermont you’ve got limited options for cross country movers but if you’ve got a choice look elsewhere. Allied as a national brand has been good to us but I’m seriously questioning their standards for partnerships at this point.