Frustrations over delay in cross-country move

COMPLAINT: Noah Rosenberg, Providence, R.I.

"My wife and I contracted with Smart Move to move our belongings across the country. They verbally promised us they'd move them to a storage facility near our new state until we contacted them with a delivery address. They said we should expect delivery within two or three days, and their website repeatedly claims a guarantee of on-time delivery. The Smart Vaults were delivered to our old home, and we loaded them with our things. Smart Move picked them up and promised they'd be shipped immediately. A week later, we contacted them with the destination address to request delivery. It turned out the vaults had never left our home state. We had to sleep in a bare apartment, cancel a week of vacation, miss several commitments and accrue expenses in gas, food and lodging. Given the failure to provide a timely delivery, we felt full payment of $3,284 was unfair. After discussing it with Smart Move's management, they offered us $50 off. In defending their services, representatives pointed to one specific line of an e-mail, which includes an incorrect storage date that was never discussed on a confirmation form that was never signed."

DESIRED RESOLUTION: "We'd like a refund of 50 percent of the amount we paid."

RESPONSE: Catharine Johnson, claims and complaints manager, Smart Move
"We advised the customer to give us a week's notice before the delivery went out. When he called to schedule delivery of the vaults, they'd just begun transit. The following week, we delivered to him. The order confirmation we sent upon booking his move didn't have a delivery date; therefore, vaults aren't always shipped immediately upon pickup. We apologize for his frustration, but we don't believe a discount is warranted."

STATUS: Stalemate