My husband and I moved cross-country from Idaho to Maryland in September 2019.
When we began our move, we were under the impression that we would be working with All Pro Moving Group, as this is who we originally were in contact with. It then became clear that they were actually a brokering agent and would be contracting out our moving request to NW Relocation/GTS Shipping.
All Pro Moving Group was not forthcoming with this information, and we did not realize we’d actually signed up to use a different company until we had already paid our deposit.
A few days after the deposit, our sales rep from All Pro calls my husband and says that the original price estimate they gave us was inaccurate, and we would now owe more money immediately in order to keep processing our move. They do not do in-home assessments, so my husband estimated the amount of items and boxes we would be moving over the phone. As you might imagine, it’s impossible to adequately estimate such an amount. We were incredibly confused by All Pro demanding an additional fee, but we had so much going on with the move that we didn’t have the time to deal with it, so we agreed to pay an additional deposit and moved forward.
This should’ve been the first red flag.
Once we paid All Pro, all communication from them ceased. We were instructed to then utilize GTS Shipping/NW Relocation as our main point of contact. Later on, when I would attempt to receive a response from GTS Shipping/NW Relocation regarding the status of our items, we would also reach out to All Pro, as they had brokered the move, and receive either no response or a very rude, insensitive, and unhelpful reply.
GTS Shipping/NW Relocation picked up our items in Boise, Idaho on September 18.
A crew came to our apartment to pack and load our items into a truck, and to give us paperwork. The paperwork states different delivery estimates based on the total mileage of your move. Since our move was over 2000 miles, our delivery estimate was 5-21+ days. The paperwork also stated that they are unable to guarantee specific delivery dates. This was the first time throughout the process that we heard they couldn’t guarantee a delivery date - at no point earlier had this been revealed to us, and if we had known, we wouldn’t have worked with this company. We believe they are purposely deceptive about their delivery estimates because they suspect they would lose business if they revealed their true delivery timeframe upfront.
When asked, the crew leader noted the 5-25 day range on the paperwork, and told us that it "never takes that long." Later on, when I reached out to both All Pro and GTS Shipping/NW Relocation for assistance, All Pro replied and told me “at no point was a delivery date ever guaranteed.” How about making sure the moving crews you contract with don’t give customers false hope or incorrect information, then?
We left the next day to begin our cross-country drive. On day two of the drive, we noticed a missed call and an email from GTS Shipping/NW Relocation, informing us that they were unable to process our payment, because we had paid with an American Express card, and their company only accepts Visa and MasterCard. We were never informed of this, either. I went back through our contracts with a fine-tooth comb and discovered it buried in minuscule print on the All Pro contract. This is something they need to me much more forthcoming about. We didn’t have any other way to pay, no other available cards that could hold the $1300 balance, so we were forced to ask my mom for help. Luckily, she was able to step in at the last minute.
We moved into our new home on September 26.
Over the next few weeks, I would speak to customer service multiple times. Each time the agent, Vicki, stated that she would have to "check with dispatch" regarding the status of our items, and each time the delivery estimate changed, leading me to believe that no one actually had any clue what is going on.
The first time I called, I was told I could expect to hear from them within a few days with more information regarding my delivery. I never heard anything, so I followed up. This time, I was told that our items were likely scheduled to be loaded within the next day or two, but that it could take an additional up to 7 days for delivery.
Judging from the information I gathered while on the phone with customer service, it seems that this company holds items hostage in a warehouse until it is convenient for them to deliver. They will not tell you this at any point during the sales phase, likely because no one would do business with them having known this beforehand. The reason our original quote was so cheap is because GTS Shipping/NW Relocation takes their sweet time with your belongings, storing them in a warehouse until it suits them.
At this point, I filed complaints against the company with the BBB and the FMCSA. I sent an email to the company and let them know how unhappy I was. I copied All Pro moving on the email, and they did respond, though mostly to deny any fault on their part. I never received a response from GTS Shipping/NW Relocation. I attempted to locate some contact information for upper management, hoping to speak to a supervisor or manager, but the only contact information available was what I already had. I believe they purposely hide upper management’s information from public access because of the amount of complaints they would receive otherwise.
Eventually, having grown too upset with the situation, I gave up on contacting them, and let my mother handle it. Vicki ceased all communication with me and my husband and seemed to only be interested in talking to my mother, who was footing the bill for the move.
At one point, they informed my mom that our items were slated to arrive on the very last day of our delivery range, October 23, over a month from when they were originally picked up. To make matters worse, we were scheduled to fly out on October 24 for our wedding, and to leave immediately afterward for our honeymoon. My mother explained all of this to Vicki, who repeatedly said that she was sorry, but really did not seem to care. It was only through my mother’s tenacity and persistence that Vicki eventually understood and agreed to try and expedite our delivery.
We lived on an air mattress in an empty apartment for over a month. Any savings we made by going with this company (far cheaper than many others, and clearly for good reason) were negated by being forced to continually re-purchase basic necessities we already own, since they are still holding our belongings hostage. We would spend over $500 additional dollars on low-cost chairs, tables, and other items that we needed immediately in order to have a comfortable living situation.
To make matters worse, because we were never informed of how long delivery might take (at least not until the day of our pickup!) I packed several items I needed for the wedding in the boxes we gave to the movers. We had very limited space in the car we took, and I was under the impression our items would be delivered well in advance of our wedding. Imagine knowing that your wedding is in a few days, and still not having your wedding reception dress or wedding shoes, because they’re in a box, in a warehouse somewhere, being held hostage. Imagine needing some of those items for your final wedding dress fitting, and having to rush to find replacements because the items were unavailable to you, all at the fault of this company.
Finally, we were given a possible delivery estimate of October 21, and began to think that this ordeal was coming to an end.
On the day of delivery, the truck driver informed us that he had driven by our address to check for truck accessibility, and said that due to truck weight restrictions on local roads, he wouldn’t be able to get his tractor trailer into our townhome complex. This meant that they would have to transfer everything to a smaller shuttle truck - at an additional $500 cost. As we moved from Idaho to Maryland, we were not able to tour our new residence in person, so how were we to have known that the company’s specific truck wouldn’t be allowed access? This is something that the company themselves should assess far in advance and cover the cost of, not something that should be revealed to the customer on the day of delivery. We felt we had no choice but to pay the additional ridiculous fee because it had already taken them long enough to deliver our items and we were worried that refusing to pay would further delay delivery.
A quick Google search reveals that this company has many unfavorable reviews, and based on the service I've experienced so far, it's not difficult to understand why. I wish we had seen those reviews before signing a contract with the horrible business.
NW Relocation in Portland, Oregon is a total Ripoff company. DO NOT USE!
We contracted thru Coast to Coast in Florida and they called NW Relocation in Portland, Ore to move us from Portland, Ore to Sun City West, AZ. They assured us that NW Relocation is one of their best moving companies. Upon obtaining NW Relocation phone number I called them to go over all of our belongings that we had in 2 storage units.
The move was planned for a Sept. 11th, 2017 pickup but we received a call at the last minute that they could not make it until the next day, Sept. 12th. Upon their arrival they looked at the storage units and proceeded to tell us it was going to cost more than the price quoted. I had called Coast to Coast in Florida previous to the pickup and explained to them that we had a couple of items that I had forgotten to mention since I was not in front of the storage when they wanted the inventory.
I was told that was ok and not to worry about it so I did not. Well, it turns out that Coast to Coast does not have a say as to whether the customer is charged more, NW Relocation does. I was not told this when I called Coast to Coast. Ultimately, we ended up being charged $612.00 more than originally quoted! That was just the beginning.
We had purchased 3 sofa moving boxes and 2 chair boxes like the ones used for long distance moving so nothing would get damaged. We packed our 2 sofas, a chaise and 2 chairs in those boxes. We also furnished our own pads to be sure everything was covered and shrink wrapped. The movers proceeded to put the sofa boxes on end after we asked them not to! The head guy Larry said if he put them down it would cost us more money because it would take up more space!! Are you kidding me??!!
After loading the truck we had been told they would head out from there. Well, that did not happen. When I called and talked with Amanda she said oh no, your stuff is going into our storage and when we have a moving truck and a driver we will let you know. Not one person told us our belongings were going to be put into storage!! We were told that a 26 ft truck would pick our stuff up and head to AZ so my husband and I left early the next morning and drove here so we would not miss the truck.
I called several times to get an ETA and was told at that time by Amanda that they have until Sept. 29th to get our stuff to us. WHAT?! I was upset because we arrived here early on the 15th and were now sleeping on the floor! I called Amanda again and said our items would be delivered either the 27th or 28th and the driver would call to confirm which day. We never heard from the driver. Again, I called and always got Amanda. She called the driver and finally this time called me back to say he would be here on Sept. 29th or 30th. Now, this was late on the 27th she called. I reminded her that after the 29th the company would be in breach of contract. She must have called the driver. Although again we never heard back from the driver or Amanda. I ended up calling her on the 28th and she said he would be here on the 29th and would call to confirm the time. Never heard from him! I called Amanda AGAIN on the 29th. She called the driver and he called me and told me he would be here between 9 and 11 a.m. He shows up at 10:50 a.m. and said he had to leave for a few minutes to pick up his helpers. They were near us. Well, he finally showed back up to our home at almost 2:00 p.m.!!
He opened the door of the van and what a mess!! They packed a metal rake around the leg of a bar stool and our dinette table was upside down and tilted on the side. Boxes on the bottom were packed on their sides and many boxes were crushed! We had been told that the movers would take our sofa's into our home so when I asked Jay the driver to help us he said "who packed the boxes"? I answered that we did. He said "we don't unpack anything the customer packs". I told him my husband has heart problems and I just had surgery on my foot a while back so was to unstable to move them. He said "that's not my problem". How rude!!! We already had the boxes undone and the sofa partially out.
Long story short, Jay unpacked one last item and said okay, sign here. I asked him where our bedroom set was, where is the large ottoman, where are 2 1/2 recliners, plus a few other items and 25 boxes!! He said that NW Relocation loaded the truck and all he does is unload what they load. We were not only angry, but very upset!!
I immediately called Coast to Coast in Florida and spoke with the owner. He assured me that there would be compensation for the cost of our move and that Coast to Coast always backs the customer. You guessed it! I have not heard from him since, nor does he answer my emails.
NW Relocation could not find our items! We have called everyone possible at NW Relocation and Coast to Coast only to be told that they would make everything right and compensate us for the move. Rarely did we ever get a call back from anyone. We have had to pursue them for everything. After looking for our items (supposedly) for a month and they said they could not find them we started a claim on October 9th. We decided it was necessary at that point to purchase a bedroom set and 2 lazy boy recliners to replace the lost one's. We no sooner had everything delivered then we received a call from Amanda saying they had found our stuff!! By then after spending quite a lot of money replacing "lost" items we were upset! Happy our stuff was found but it was obvious they had not looked for it before we started the claim. Amanda said they found it 2 vaults over from where the delivered items were.
My husband called and spoke with Tyler in the warehouse and Tyler said we should be happy they found our stuff and that they had a new foreman that day and he did not follow their procedures. So, that's our problem? Not ever has their been an apology! Tyler told my husband "it's an unfortunate thing" but we found it. My husband told him we need to be reimbursed for all of the trouble, emotional and mental anguish we have gone to, not to mention the financial burden of replacing items that have now been found. Tyler said "so you think you should have a free move"? You don't want your stuff delivered then?
I called Amanda to see when our items would be delivered and she said it is being treated like every other move and they will get it to us with in the 14 business days!! Wow! What a sad company this is. She said the next time I hear from her will be with a delivery date. They have to wait for a truck and driver that would be coming down to Phoenix.
Our original delivery had many, many crushed and opened boxes and damage to a box spring, bar stools, leather recliner, office chair, lamp shade, a Thomas Kinkaid painting, other miscellaneous items. We have made repeated calls asking for the correct people that promised compensation as well as writing emails. No response. All I am told when I talk to Amanda is that she will pass on the message for them to call. No calls back! AWFUL COMPANY, DO NOT USE OR YOU WILL BE SORRY!
No credit card was used. They required a cashiers check, cash or money order only!! obviously, NW Relocation does not want anyone to cancel checks due to their total lack of customer service and caring.
NW Relocation Reviews
My husband and I moved cross-country from Idaho to Maryland in September 2019.
When we began our move, we were under the impression that we would be working with All Pro Moving Group, as this is who we originally were in contact with. It then became clear that they were actually a brokering agent and would be contracting out our moving request to NW Relocation/GTS Shipping.
All Pro Moving Group was not forthcoming with this information, and we did not realize we’d actually signed up to use a different company until we had already paid our deposit.
A few days after the deposit, our sales rep from All Pro calls my husband and says that the original price estimate they gave us was inaccurate, and we would now owe more money immediately in order to keep processing our move. They do not do in-home assessments, so my husband estimated the amount of items and boxes we would be moving over the phone. As you might imagine, it’s impossible to adequately estimate such an amount. We were incredibly confused by All Pro demanding an additional fee, but we had so much going on with the move that we didn’t have the time to deal with it, so we agreed to pay an additional deposit and moved forward.
This should’ve been the first red flag.
Once we paid All Pro, all communication from them ceased. We were instructed to then utilize GTS Shipping/NW Relocation as our main point of contact. Later on, when I would attempt to receive a response from GTS Shipping/NW Relocation regarding the status of our items, we would also reach out to All Pro, as they had brokered the move, and receive either no response or a very rude, insensitive, and unhelpful reply.
GTS Shipping/NW Relocation picked up our items in Boise, Idaho on September 18.
A crew came to our apartment to pack and load our items into a truck, and to give us paperwork. The paperwork states different delivery estimates based on the total mileage of your move. Since our move was over 2000 miles, our delivery estimate was 5-21+ days. The paperwork also stated that they are unable to guarantee specific delivery dates. This was the first time throughout the process that we heard they couldn’t guarantee a delivery date - at no point earlier had this been revealed to us, and if we had known, we wouldn’t have worked with this company. We believe they are purposely deceptive about their delivery estimates because they suspect they would lose business if they revealed their true delivery timeframe upfront.
When asked, the crew leader noted the 5-25 day range on the paperwork, and told us that it "never takes that long." Later on, when I reached out to both All Pro and GTS Shipping/NW Relocation for assistance, All Pro replied and told me “at no point was a delivery date ever guaranteed.” How about making sure the moving crews you contract with don’t give customers false hope or incorrect information, then?
We left the next day to begin our cross-country drive. On day two of the drive, we noticed a missed call and an email from GTS Shipping/NW Relocation, informing us that they were unable to process our payment, because we had paid with an American Express card, and their company only accepts Visa and MasterCard. We were never informed of this, either. I went back through our contracts with a fine-tooth comb and discovered it buried in minuscule print on the All Pro contract. This is something they need to me much more forthcoming about. We didn’t have any other way to pay, no other available cards that could hold the $1300 balance, so we were forced to ask my mom for help. Luckily, she was able to step in at the last minute.
We moved into our new home on September 26.
Over the next few weeks, I would speak to customer service multiple times. Each time the agent, Vicki, stated that she would have to "check with dispatch" regarding the status of our items, and each time the delivery estimate changed, leading me to believe that no one actually had any clue what is going on.
The first time I called, I was told I could expect to hear from them within a few days with more information regarding my delivery. I never heard anything, so I followed up. This time, I was told that our items were likely scheduled to be loaded within the next day or two, but that it could take an additional up to 7 days for delivery.
Judging from the information I gathered while on the phone with customer service, it seems that this company holds items hostage in a warehouse until it is convenient for them to deliver. They will not tell you this at any point during the sales phase, likely because no one would do business with them having known this beforehand. The reason our original quote was so cheap is because GTS Shipping/NW Relocation takes their sweet time with your belongings, storing them in a warehouse until it suits them.
At this point, I filed complaints against the company with the BBB and the FMCSA. I sent an email to the company and let them know how unhappy I was. I copied All Pro moving on the email, and they did respond, though mostly to deny any fault on their part. I never received a response from GTS Shipping/NW Relocation. I attempted to locate some contact information for upper management, hoping to speak to a supervisor or manager, but the only contact information available was what I already had. I believe they purposely hide upper management’s information from public access because of the amount of complaints they would receive otherwise.
Eventually, having grown too upset with the situation, I gave up on contacting them, and let my mother handle it. Vicki ceased all communication with me and my husband and seemed to only be interested in talking to my mother, who was footing the bill for the move.
At one point, they informed my mom that our items were slated to arrive on the very last day of our delivery range, October 23, over a month from when they were originally picked up. To make matters worse, we were scheduled to fly out on October 24 for our wedding, and to leave immediately afterward for our honeymoon. My mother explained all of this to Vicki, who repeatedly said that she was sorry, but really did not seem to care. It was only through my mother’s tenacity and persistence that Vicki eventually understood and agreed to try and expedite our delivery.
We lived on an air mattress in an empty apartment for over a month. Any savings we made by going with this company (far cheaper than many others, and clearly for good reason) were negated by being forced to continually re-purchase basic necessities we already own, since they are still holding our belongings hostage. We would spend over $500 additional dollars on low-cost chairs, tables, and other items that we needed immediately in order to have a comfortable living situation.
To make matters worse, because we were never informed of how long delivery might take (at least not until the day of our pickup!) I packed several items I needed for the wedding in the boxes we gave to the movers. We had very limited space in the car we took, and I was under the impression our items would be delivered well in advance of our wedding. Imagine knowing that your wedding is in a few days, and still not having your wedding reception dress or wedding shoes, because they’re in a box, in a warehouse somewhere, being held hostage. Imagine needing some of those items for your final wedding dress fitting, and having to rush to find replacements because the items were unavailable to you, all at the fault of this company.
Finally, we were given a possible delivery estimate of October 21, and began to think that this ordeal was coming to an end.
On the day of delivery, the truck driver informed us that he had driven by our address to check for truck accessibility, and said that due to truck weight restrictions on local roads, he wouldn’t be able to get his tractor trailer into our townhome complex. This meant that they would have to transfer everything to a smaller shuttle truck - at an additional $500 cost. As we moved from Idaho to Maryland, we were not able to tour our new residence in person, so how were we to have known that the company’s specific truck wouldn’t be allowed access? This is something that the company themselves should assess far in advance and cover the cost of, not something that should be revealed to the customer on the day of delivery. We felt we had no choice but to pay the additional ridiculous fee because it had already taken them long enough to deliver our items and we were worried that refusing to pay would further delay delivery.
A quick Google search reveals that this company has many unfavorable reviews, and based on the service I've experienced so far, it's not difficult to understand why. I wish we had seen those reviews before signing a contract with the horrible business.
NW Relocation in Portland, Oregon is a total Ripoff company. DO NOT USE!
We contracted thru Coast to Coast in Florida and they called NW Relocation in Portland, Ore to move us from Portland, Ore to Sun City West, AZ. They assured us that NW Relocation is one of their best moving companies. Upon obtaining NW Relocation phone number I called them to go over all of our belongings that we had in 2 storage units.
The move was planned for a Sept. 11th, 2017 pickup but we received a call at the last minute that they could not make it until the next day, Sept. 12th. Upon their arrival they looked at the storage units and proceeded to tell us it was going to cost more than the price quoted. I had called Coast to Coast in Florida previous to the pickup and explained to them that we had a couple of items that I had forgotten to mention since I was not in front of the storage when they wanted the inventory.
I was told that was ok and not to worry about it so I did not. Well, it turns out that Coast to Coast does not have a say as to whether the customer is charged more, NW Relocation does. I was not told this when I called Coast to Coast. Ultimately, we ended up being charged $612.00 more than originally quoted! That was just the beginning.
We had purchased 3 sofa moving boxes and 2 chair boxes like the ones used for long distance moving so nothing would get damaged. We packed our 2 sofas, a chaise and 2 chairs in those boxes. We also furnished our own pads to be sure everything was covered and shrink wrapped. The movers proceeded to put the sofa boxes on end after we asked them not to! The head guy Larry said if he put them down it would cost us more money because it would take up more space!! Are you kidding me??!!
After loading the truck we had been told they would head out from there. Well, that did not happen. When I called and talked with Amanda she said oh no, your stuff is going into our storage and when we have a moving truck and a driver we will let you know. Not one person told us our belongings were going to be put into storage!! We were told that a 26 ft truck would pick our stuff up and head to AZ so my husband and I left early the next morning and drove here so we would not miss the truck.
I called several times to get an ETA and was told at that time by Amanda that they have until Sept. 29th to get our stuff to us. WHAT?! I was upset because we arrived here early on the 15th and were now sleeping on the floor! I called Amanda again and said our items would be delivered either the 27th or 28th and the driver would call to confirm which day. We never heard from the driver. Again, I called and always got Amanda. She called the driver and finally this time called me back to say he would be here on Sept. 29th or 30th. Now, this was late on the 27th she called. I reminded her that after the 29th the company would be in breach of contract. She must have called the driver. Although again we never heard back from the driver or Amanda. I ended up calling her on the 28th and she said he would be here on the 29th and would call to confirm the time. Never heard from him! I called Amanda AGAIN on the 29th. She called the driver and he called me and told me he would be here between 9 and 11 a.m. He shows up at 10:50 a.m. and said he had to leave for a few minutes to pick up his helpers. They were near us. Well, he finally showed back up to our home at almost 2:00 p.m.!!
He opened the door of the van and what a mess!! They packed a metal rake around the leg of a bar stool and our dinette table was upside down and tilted on the side. Boxes on the bottom were packed on their sides and many boxes were crushed! We had been told that the movers would take our sofa's into our home so when I asked Jay the driver to help us he said "who packed the boxes"? I answered that we did. He said "we don't unpack anything the customer packs". I told him my husband has heart problems and I just had surgery on my foot a while back so was to unstable to move them. He said "that's not my problem". How rude!!! We already had the boxes undone and the sofa partially out.
Long story short, Jay unpacked one last item and said okay, sign here. I asked him where our bedroom set was, where is the large ottoman, where are 2 1/2 recliners, plus a few other items and 25 boxes!! He said that NW Relocation loaded the truck and all he does is unload what they load. We were not only angry, but very upset!!
I immediately called Coast to Coast in Florida and spoke with the owner. He assured me that there would be compensation for the cost of our move and that Coast to Coast always backs the customer. You guessed it! I have not heard from him since, nor does he answer my emails.
NW Relocation could not find our items! We have called everyone possible at NW Relocation and Coast to Coast only to be told that they would make everything right and compensate us for the move. Rarely did we ever get a call back from anyone. We have had to pursue them for everything. After looking for our items (supposedly) for a month and they said they could not find them we started a claim on October 9th. We decided it was necessary at that point to purchase a bedroom set and 2 lazy boy recliners to replace the lost one's. We no sooner had everything delivered then we received a call from Amanda saying they had found our stuff!! By then after spending quite a lot of money replacing "lost" items we were upset! Happy our stuff was found but it was obvious they had not looked for it before we started the claim. Amanda said they found it 2 vaults over from where the delivered items were.
My husband called and spoke with Tyler in the warehouse and Tyler said we should be happy they found our stuff and that they had a new foreman that day and he did not follow their procedures. So, that's our problem? Not ever has their been an apology! Tyler told my husband "it's an unfortunate thing" but we found it. My husband told him we need to be reimbursed for all of the trouble, emotional and mental anguish we have gone to, not to mention the financial burden of replacing items that have now been found. Tyler said "so you think you should have a free move"? You don't want your stuff delivered then?
I called Amanda to see when our items would be delivered and she said it is being treated like every other move and they will get it to us with in the 14 business days!! Wow! What a sad company this is. She said the next time I hear from her will be with a delivery date. They have to wait for a truck and driver that would be coming down to Phoenix.
Our original delivery had many, many crushed and opened boxes and damage to a box spring, bar stools, leather recliner, office chair, lamp shade, a Thomas Kinkaid painting, other miscellaneous items. We have made repeated calls asking for the correct people that promised compensation as well as writing emails. No response. All I am told when I talk to Amanda is that she will pass on the message for them to call. No calls back! AWFUL COMPANY, DO NOT USE OR YOU WILL BE SORRY!
No credit card was used. They required a cashiers check, cash or money order only!! obviously, NW Relocation does not want anyone to cancel checks due to their total lack of customer service and caring.