Platinum Moving Services

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Reviewed on Facebook

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Reviewed on Facebook

Platinum Moving stole property from me, ignored the majority of my emails, and has yet to offer any solutions or restitution for the issue.

I want to give Platinum Moving a good review for our international move, but too many issues arose during the process. Early in the move they were responsive and polite, but occasional issues with organization (like a missed appointment that Raquel forgot to write down), communication (they were slow to answer emails and not readily available by phone), and professionalism (they never remembered who I was or any details about my move, even when I was returning a call within 5 minutes of getting a message) gave me some pause to book them. They had the cheapest quote by a good margin and offered some flexibility with shipping size, however, so we decided to book with them.

The first issues started shortly after they picked up our belongings from our apartment. Our entire move took place during COVID-19 restrictions and in the aftermath of the blockage of the Suez Canal so some delay was expected, but Platinum Moving Services has the worst response rate to emails I have ever experienced. When asking for updates about our shipment, my messages were ignored for so long that I had to attempt to reach out via Facebook, and other social media platforms. I tried to call during business hours, but as I am now overseas there were few opportunities to talk directly. They never answered the phone and the voicemail box was full or disconnected. The only way that I got a response to my inquiry for a simple status update was to enlist a family member in the United States to call their office multiple times a day until they answered. At this point, I was peeved but I was willing to let it slide.

The next strike, and the biggest for me, is that when our shipment finally arrived it became clear that an employee of Platinum Moving Services stole an item from our shipment. During the course of packing, a high-value electronic item was no longer in the location where I had placed it and I assumed that it had been packed in a larger shipping box with the other items near it. When the shipment was unpacked, all of the items in the area were present with the exception of my Xbox Series X console. Based on the fact that all boxes were accounted for in the shipping manifest, that the container was sealed on arrival, and that the object was not in my apartment after the move, the only possibility is that an employee snuck the object out of my apartment rather than packing it with the rest of my belongings. Upon discovering the item was missing I rechecked all boxes and containers from the shipment as I am not in the habit of making accusations without checking every possibility.

Once I confirmed that the object was not in any of the boxes shipped I reached out to Platinum Moving Service via email. The initial response from Raquel was patronizing and implied that it was our fault that an employee stole my personal property. She tried to claim that we had not declared the item on our insurance form so it was only natural that it would not be packed. It is true that the Xbox was not listed on the box label manifest because this list only consisted of simple box labels like "Clothes", "Kitchen Supplies" and "Bath" not an exhaustive itemized list of all items. The Xbox was included on the high-value insurance form that was filled out and submitted to Raquel before our move. To this date, Platinum has refused to take any responsibility or file a claim for the missing item through the insurance we paid for. Over the past 2 weeks, I have contacted Platinum at least 7 times and the two responses they gave were not constructive and did nothing to move us towards a solution. While the loss of my property is frustrating and unfortunate the thing that makes the entire situation unacceptable is Platinum Moving Services' refusal to take the necessary steps to resolve the problem.

TL;DR
1) Company stole high-value electronics from my home
2) Company refuses to file an insurance claim or offer any restitution
3) Terrible communication (only get responses to about 10% of emails sent) More...

Reviewed on Facebook