This was truly one of the worst…
This was truly one of the worst customer experiences I have ever had. My family needed to relocate to a different state for work, so I called Triple Crown and spoke to Waylon. Waylon was very helpful in getting us set up and helping us estimate the size of truck necessary. From there, however, it went all downhill. The driver for the pickup told us we needed to tip his two workers $200 each. Said he pays them out of his share but that we should take care of them. Now, I have no issue with tipping for good service, but $200 each? After calling Triple Crown customer service to make sure that request was legitimate, they told me absolutely not, don't tip them that. They must have then called the driver because he was frustrated that I called the company. Now for the delivery. I received a text on Sunday from the movers (Early Bird Transportation of NC, Inc.) stating they would be here Tuesday morning. I texted Tuesday afternoon to see if they were still coming and they replied that it would be 2 to 3 days. On Thursday, I received a message that they would deliver that day and that the driver would call me when he had an ETA. Nothing. Same thing on Friday. I called Triple Crown customer service again and asked what was going on. The rep (I won't mention her name) told me that if I keep asking the driver where he is then he will just make up an answer. She said, "what else is he supposed to do?" I said, how about just be honest and tell me he is delayed. She then said that this is not their "first rodeo" and they knew what they were doing. Finally, the movers showed up for delivery at 5:30 PM on Saturday. They were with a different company than the one that did the pickup. Our stuff was taken from our old home to a warehouse, unloaded and then reloaded into a different truck for the delivery. Somewhere during the process, multiple items were broken, including an antique mirror, a crockpot, and some dishes. I understand these things happen in moves, and it is just part of it. However, most of our boxes were crushed, ripped, or loaded upside down - even ones marked fragile. I would never recommend Triple Crown Moving Systems to anyone, and I know it is partly my fault for using a broker rather than a full-service company. Once Triple Crown got us booked and took our deposit, they were very little help to us as we worked to find out where our stuff was. I completely understand delays... It happens. What is not right is to repeatedly set an expectation that delivery will happen on a specific day/time, and repeatedly not show up or even call with an explanation. Further, Triple Crown should either retrain or replace their customer service reps. Both of the ones I spoke with were sarcastic, unhelpful, and dismissive. The ONLY reason this review has two stars instead of one or zero is that the team that did the delivery was terrific. Very kind, respectful of our things, apologetic for broken items, and helpful. I did tip each of them $100 and they probably deserved more. But Triple Crown and Early Bird are two companies I would absolutely stay away from.
By K. M. B.