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Terrible Customer Service
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I can't believe I have to even award 1 star for this company. I booked my move with a different company, Alliance Express Moving and Storage, and their sales rep, Vilma Monzon, had promised me that their company had their own truck and movers, because I had asked her point blank if they used their own movers, because I was trying to decide between Alliance Express Moving and Storage and 2 other companies. I told her I didn't want to deal with a sub contractor (one of the other 2 companies used subcontractors to do their moves.) Because she had promised that they had their own movers, I went ahead and booked my move with them. When the dispatcher called to schedule the time of the move, she said "This is Marissa from a moving company" in her voicemail to me, and when I called back, she answered the same way. When I asked her what company it was, she asked me for my name and then said "This is Marissa from Alliance Express". The day of the move, 2 guys wearing G&G Best Transportation Moving and Storage shirts and a RENTED PENSKE truck show up at my door to load my stuff. The 2 movers themselves were nice, and they told me that I would get a call the next day (since my move fell on a Sunday) from the dispatch department to tell me the final weight total so I could have the money ready for the movers at my new place.
10 DAYS GO BY. NO WORD FROM G&G.
Meanwhile, I've been calling and leaving messages. Finally I complain to Alliance Express about this, and the sales rep apologizes and says she will have her manager talk to G&G. I tell her I am unhappy with the service so far.
I magically get a call back from Marissa and she says that my shipment was over the weight by almost 2000 lbs. WTF?! I ask for a copy of the certified weight ticket (since it was a Sunday night, they said that they were going to take it up to a weight station, but probably the next day, so I couldn't follow them to the station myself that night). She says she doesn't have it. WTF?! I would think that a moving company would have that crucial piece of evidence since, you know, they expect the customer to pay based on weight, and I'm not going to go on some random person's word that that's the overage. She also tells me that I have only 4 weeks of storage, and I told her I had signed a contract with Alliance Express that says I have 5 weeks of storage. She said she would have to check the contract. THIS IS WHY I DO NOT DEAL WITH SUBCONTRACTORS.
Since then, I have had several more unpleasant phone conversations with Marissa from G&G Best Moving (oh joy!), even though she never identifies herself with G&G, she always identifies herself with "a moving company". The last time I spoke with her was earlier today. She was very rude (as usual) and told me that I only had 4 weeks of storage, which is NOT what I had contracted with Alliance Express Moving for (I have it in writing that it is 5 weeks). She also lied and yelled at me that she had contacted me the next day after I moved to give me the total weight of my belongings, which is not true, and after informing her that I have the phone records to prove she did not contact me the day after, she finally admitted she did not call me the next day. I have no patience for lying and rudeness, and as a paying customer, do not appreciate being treated this way.
It appears that Alliance Express Moving and Storage and G&G Best Transportation Moving and Storage, Inc. are one and the same company, although neither will disclose this. If you look on the Better Business Bureau website for Santa Barbara, you will see the contact info for the people at G&G Best Moving, and the general manager listed, Tony Ouzonian, is the same general manager for Alliance Express Moving and Storage. I have talked to him about this, since I originally filed a complaint with Alliance Express Moving, and he said if I transferred my complaint from Alliance Express to G&G, that he would have the owner of his company talk to the owner of G&G to "get me what I wanted". Once I transferred the complaint, I didn't hear from him for 8 days. Then I wrote another email asking what was going on. He said he had "been in training and would get back to me." Then again I hear nothing. I email again. This time he's been on vacation and would be back on Feb 1 and would have an answer for me. February 1 comes and goes. I email again today after the nasty phone call I had with Marissa from G&G and all he says is that "he will talk to the manager about storage."
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