50% hike in price at pickup, delayed delivery
Multiple things went wrong with the entire moving experience. NC to WI 1 bed 1 bath apartment. I was debating if I should u-haul when safe hands sales team approached with a very competitive offer that was only about 3K compared to the 2K if I had U-hauled (fuel, insurance, car tow all included). I figured the 1K premium is justified for the convenience. The sales team was super responsive, assured that the estimate provided was more than sufficient to cover everything I needed to move. I sent them a walk-through video, completed an inventory list with pictures attached and documented all the items to be moved, even clearly communicated when I need my stuff at the apartment in WI. No one from their team even hinted of potential discrepancies. Sales team gave me all sorts of assurances that the pick up and drop off will be as discussed, with a +/- 1 day deviation. I figured that's acceptable. Pickup was 1 day delayed, which was fine, but at pickup, the team lead informed me that it would cost 1.5K more due to additional space required in the truck. 50% deviation from the initial estimate came as a shock. The pickup was on a sunday and the office was not reachable. It was too close to look for alternatives and I already paid close to 1K deposit which was non-refundable at that stage. I had no choice but to go ahead. I expected 5 - 10% increase, but 50%? On top of that, delivery did not happen on my expected date, as promised by sales. The delivery team told me they already sent me the documents specifying the acceptable number of days based on miles to be driven. I expected the sales team's assurance would supersede anything else, but apparently I was bait-n-hooked! Another shock after the unexpected price hike. But the disappointment didn't stop there, based on their maximum days range, I should have received my stuff max within 10 days, but they took another 5 days citing driver availability. I had to buy stuff as my work in WI already started and I didn't receive my things yet. I also had to take half-day off on the day they actually showed up. And the disappointment didn't stop even there. The delivery experience was poor. The driver was accompanied by 2 helpers, 1 guy was very friendly and sincere with his work, but the other guy was rude and mishandled the boxes. The pickup team was also good with my items which is why I am giving 2 stars to acknowledge the few personnel they had that were actually nice to work with. Throughout the process, I tried multiple times to reach out to the customer service team to get things sorted, tried to get pricing adjusted, dates confirmed, none of which were resolved. The customer service agent I was assigned assured me he would get back to me once the move is completed and he has all the documentation, but it has been over a month and no response. I reached out via email and phone multiple times over the weeks but no response. While unboxing, I found multiple items broken like glassware, ceramic ware, frames, magnet board, book shelf, for which I emailed customer service, again no response. For paying close to 4.5K, the service was extremely sub-par. Based on my experience, I would not recommend this company for interstate/long-distance relocation. Update after company's response: If you are just going to rebut all my concerns with excuses, then at least get the facts right. I sent the full inventory list with pictures. I actually removed a few large furniture items from when the sales agent quoted me, so the load is actually lower than the video walk through I sent. The pickup team told me that this always happens, system does not calculate enough space based on inventory. And what discount are you talking about? The only discount I got was during the quotation process and the quoted price was $2932.95. My final expense was $4586.70, including a $100 surcharge at delivery (which is a whole another issue, like it is a single building and they walked from loading dock to service elevator, all in the same building, and still charged for distance?!). Regarding the schedule, I clearly explained to the sales agent my preferred dates and he assured the dates are feasible. If it wasn't, I should have been notified prior to finalizing schedule. I gave this feedback to supervisor as well. Regarding the breakage of items, ya I am not holding your team responsible for wrapping the items, but the way the delivery guy just threw the boxes worse than an airport loader is extremely concerning. Customer service told me he will get back to me after the delivery is completed, but after multiple emails and leaving voice messages, I did not receive any response. So, I did not have a choice but to leave a review, and voila, instant response!
By Sandeep P.
Response from Safe Medical Transport· Jul 7, 2025
Hello Sandeep, Thank you for taking the time to share your feedback. We truly appreciate you recognizing the team members who provided good service, and we’re sorry to hear parts of your experience did not meet your expectations. First, to clarify, the base price you were quoted — $2,932.95 — is exactly what you were billed for originally. There were no hidden fees added to that portion. At pickup, our crew found additional items that were not included in the original inventory. These required more space on the truck, which resulted in an added cost. You acknowledged these extra items and agreed to the additional amount. We even discounted this by $375 to help, so the total increase was $1,000 instead of $1,375. Regarding your pickup date, your contract listed May 17–18 as your scheduled window. We ask all customers to be available for both dates, and in your case, our team arrived on May 18 — exactly as planned and communicated to you ahead of time. On delivery, we understand the confusion around the “first available delivery date.” Your contract clearly shows your first available delivery date was May 23. Our standard delivery window for a move of 908 miles is 10–14 business days from that first available date — not from the day of pickup. Because you informed the crew you couldn’t receive your items before May 23, your shipment was returned to the warehouse and scheduled accordingly. Weekends and holidays are not counted in this timeframe, so the delivery remained within the agreed window. Once a move is booked, all scheduling and updates are handled by our operations and customer service teams. We see that you spoke with Brandon and Roxy multiple times throughout your move. While we do our best to keep customers updated, we can only confirm a final delivery day once routing and driver availability are finalized within the window. As for the items you mentioned that were damaged, please note that we did not pack your boxes, so we cannot verify how fragile items were wrapped. However, we absolutely want to resolve this with you through your coverage. Please email [email protected], and our claims department will reach out today to help you start the process. We appreciate your feedback and understand your frustration. If you have any other questions or open concerns, please reach out to our team directly — we are here to help and make this right where we can. Thank you for your time and for allowing us the chance to clarify. Best regards, Safe Hands Relocation LLC