New Planet Moving & Storage

35 Reviews: Add Review

1. New Planet did well twice for me.

   I used New Planet Moving twice in the last 4 years. Both moves went well. We didn't have any losses, or damages.  In both instances the movers who arrived were uniformed and professional.  On the more recent move I had a lot of stairs, but as a repeat customer they did waive the cost for that.  We were quoted at $1390.00 on this move, and the rate stayed the same. I did have a small scratch on the back of my dresser, but no one will ever see that. I mentioned it in a follow up call with New Planet Moving, and they are sending me a check for $50 anyway to repair the small scratch. This was superb and I truley was appreciative. I did not take advantage of the storage this move, but they do offer up to one month free with long distance moves. So some people may like to use that as well.   At delivery the movers were helpful, they reassembled everything and took thier time with me and my indecisive furniture placement issues LOL.. This company also offers a referral bonus to anyone that referrs thier friends, family or etc. I have gotten a couple nice gifts from referals also.  .

2. Horrible Experience.

   I helped my daughter move from Lubbock, TX to Arizona in October 2011.  I did not want to go with New Planet Moving & Storage due to all the horrible reviews but the sales rep (Lesley) promised my daughter they could get her stuff to her in 2-5 days since it was on the way back to Las Vegas (of course this is not in writing). She also assured us that there were good reasons for all the horrible reviews and they do lots of moves with NO issues at all.  Once her stuff was picked up, the story completely changed. There were 5 pick-ups scheduled after her pick up and the driver was going in the oppposite direction. She did not get her belongings until 14 days later. It was a nightmare dealing with this company. We way over estimated on the weight but still the unexpected costs were coming in. They estimated her packing costs to be $425 but the total came in at $819 (and New Planet even used half of our boxes we had from a prior move) and her stuff was packed TERRIBLE. The driver hired some college students off of Craigslist to help with the packing/loading and they had NO moving experience at all. We paid for the packing expense because we wanted EXPERIENCED movers to do the packing for her. Also, the driver brought his wife and small children, which seemed a little unprofessional (who stayed in the semi truck all day).  The movers got to her apartment at 1pm (estimated arrival time was by 10am but at least they came the same day).  The movers did not get done until after midnight.  She lives in a 1 bedroom apartment and does not have that much stuff.  We also spent a lot of effort to inventory her stuff so that we would not go over on the final weight.  We went through every room and inventoried everything with the sales rep and thought we should be very close on the final cost. In the end, they said the weight was 350 pounds over our VERY over estimated inventory list.  The total cost came to $3185.50 (original estimate was $2300 for 3500 pounds). The final cost was even more than the binding estimate we received from United Van Lines that included the extra insurance. The only reason we didn't go with United was the New Planet sales rep (Lesley) promised that we would have her stuff in Arizona within 2-5 days. Additionally, we had several things broken during the move. The biggest item was a large Oak entertainment center that was completely broken in several pieces at arrival. We paid for the extra insurance on this entertainment center but they denied our claim because it was made with some presssed wood (very little pressed wood, was mostly solid Oak). Of course the insurance fine print is they won't cover any furniture made with pressed wood. We even had the original sales receipt that showed we paid $900 for the unit and we got NOTHING from the insurance company. We then filed a claim with New Planet to at least get the .60 per pound standard insurance but have still heard NOTHING on that claim. New Planet Moving & Storage is a JOKE of a company. The sales reps are super nice and tell you what you want to hear. Once they have your stuff the story changes and nothing is as promised by the sales reps. I can only be upset with myself though, I had read the HORRIBLE reviews and still chose New Planet Moving & Storage.  At the time of the move, New Planet's BBB rating was a C-, which now I noticed is an F!!  NEVER AGAIN!! Listen to the reviews, do yourself a favor and save yourself some stress and aggravation - choose another moving company! .

3. Unreputable and deceptive company.

   Beware of positive reviews of this company which are obviously not written by real people. 
    
   I can't stress enough that this is not a reputable company.  I called about 5 moving companies prior to my move and New Planet was the cheapest by about $500 due purely to the fact that they estimated my studio apartment at 2500 lbs and were not bound by the 3000 lbs minimum many other moving companies abide by.  I was strongly (and repeatedly) cautioned against using this company by American Van Lines (who was my next lowest quote).  I asked all the right questions, though, and LESLEY was SO reassuring that I decided I felt safe booking them.  Boy was I wrong..
    
   First, among other things, I had an upright piano that needed moving. When I called to ensure this would be handled by appropriately professional piano movers, I was assured that this would be the case.  The van only showed up with a single mover so they hired an additional person to help.  That additional person was..wait for it..a dairy farmer. When I asked him how long he'd been moving pianos he said, "I'm a dairy farmer. I've never moved a piano before but my friend called me and told me someone needed some help."  Wow.  Just great.. I was glad I'd paid a third party for extra insurance.
    
   Second, only after everything was loaded did I find out that New Planet had in fact outsourced my move to a third party called Oasis Moving & Storage.  The paperwork contained materially different terms than the agreement I'd signed with New Planet.  When I pointed them out, the driver called his boss and provided me with verbal reassurances that the move would be completed on the original terms.  I'm sure you can already imagine that this did not happen.
    
   Third, I was promised more than once by New Planet that my shipment would arrive no later than February 7 (and that this would be extremely unlikely since that was already 18 days past pick up date).  In fact, it arrived February 12 and only after repeated (almost daily) calls harassing Oasis and New Planet to deliver my shipment.
    
   Fourth, complete misrepresentations about price.  I can GUARANTEE that my shipment was no more than 2500 lbs so imagine my surprise when they called me to tell me it was closer to 3800 lbs and that I would have to pay 75 cents per extra pound unless I wanted to pay them an extra $300 flat fee (cash of course). Since I obviously had no way to verify the weight, I agreed to the $300 instead of the $975 they otherwise claimed it would cost.
    
   Fifth, although the company knew from day one that I was moving to New York City, they called me two days before arrival to say that they cannot deliver to New York.  They would need to transfer all my goods to a smaller truck and "shuttle" it into the city.  You guessed it, I'd just need to pay them an additional $350 (they originally asked for $550).
    
   Sixth, upon arrival, a drawer of my antique dresser brought all the way from Australia was missing.  I was assured that it was likely back on the original truck and it would be mailed to me.  Five weeks later, I still have no drawer.
    
   Every time I called to complain, I was given the run around and simply told that I'd have to pay more money.  I ultimately lost interest in spending an hour of every day dealing with these companies so I just paid them.  
    
   Ironically, with my negotiating on the price, the cost came out almost identically to the price of the reputable American Van Lines.  Do yourself a favor and save yourself the trouble.  Go with someone besides New Planet Moving or Oasis.

4. Thanks for not taking advantage of an old lady.

   I just wanted to take a few moments to let everyone know the great customer service I received with new planet moving. After 50 million calls and emails I felt that my phone would not stop ringing. So I buckled down and decided to start with 5 companies. So I randomly picked 5 estimates and then sent my itemized list to them. After going thru the prices of all of them and what they offered I narrowed it down to 2. The thing that won me over about new planet was the customer service I received. Every time I called they had a live person answer the phone. I started out by working with Lesley then I also worked with the dispatcher summer. Summer was the one who told me where the truck was and when I was getting my items. The movers who moved my items were very nice and seemed to know what they were doing. They wrapped everything I needed them to and even threw in a box for free. I was worried about delivery because I didn’t have my house yet but they gave me a week of storage for free. Just FYI she said up to 30days but I didn’t need that long. Once I got delivery the guys that unloaded my stuff were just as nice and unwrapped all of my furniture and like Lesley said he did put my TV back on the tv stand and my beds and kitchen table back together. The only thing that broke was a glass from my kitchen. But I guess that is acceptable considering my move was almost 2000 miles. So with all this said I would definitely tell my family and friends to use them. Thanks again Kathryn Graham 1/9/2012.

5. They won't take care of your stuff.

   My move was a fiasco from start to finish. The sales manager misrepresented what they could do for me and in what time period - she said the average move was 5-10 days, and she was sure (short of guaranteeing) that she could get it within 10 days.
   
   Pickup was early. Even so, although I'd told them it was an assisted living facility, they were packing and moving stuff out in the early evening, and were still banging around the hallways at 11 p.m., much to the chagrin of the assisted living residents. They had not told me I'd need to put @ down (it WAS in the contract, but I was basing things on the detailed notes I had taken while talking to the sales rep), so there was some frantic scrambling. Then the driver “forgot” to submit the paperwork after picking up my stuff, so my move was delayed - it took me 3 days of e-mails and calls for them to even respond. First the sales rep apologized for "not seeing" my emails, then later, she denied saying that. My stuff didn't even leave for Nebraska until a week after pickup. I had already arranged to take some days off work based on the sales rep's initial assurance of "within 10 days," and once I had arranged to take them off, I couldn't change my mind and go in anyways, so I lost 2 days' pay needlessly.
   
   Once my stuff was on the road, the number they gave me for the driver to find out his ETA was “disconnected or no longer in service.” As it was the weekend, there was no one to call for information. They’d said, “Sunday, or Monday at the latest,” so, since I couldn't reach them, I believed they meant that. I took that Monday off work, and no one showed up. Finally got hold of the driver and it was going to be Wednesday, so I lost another day of wages I could not afford.
   
   The packing was terrible. They put a big, flimsy bag of shampoo and toiletries in the middle of a huge wardrobe box full of bedding. They had not made sure the caps were tight, and the bag broke, spilling goo all over all the bedding, which I spent several days washing. They broke the tv, the dvd player, and the printer/scanner, simply because they put NO protective wrapping around anything. They crushed a lampshade by putting it in a box of books, again, with no kind of protective wrapping. They damaged several of my father’s paintings by putting 3 or 4 in a box and not putting any protective covering between them.
   
   And unless you pay extra for insurance, you’re screwed on damage. They plan on paying me $3.00, for example, for a $150 printer. (Apparently, this is a federal regulation, although it is hideously unfair, but I guess I need to take that one up with my Congressman.) When they said they insured for 0.60/pound, I'd assumed (silly me) that they meant the furniture. It never in the world occurred to me that they would not know to wrap fragile items.
   
   As for their insurance, they require you to identify which item is in which box, but on the inventory, it does not tell you. The delivery driver, Mohammed, and told me I could go ahead and throw away the crushed lampshade, saying as long as I wrote it on the form, that was ok. Afterwards I found out I needed a picture of it. They require you to go through a lot of hoops - for example, they want 2 estimates on each item, and there is only one Art Restoration service that does paintings in the entire state of Nebraska. They want owners manuals, receipts, etc., all of which were thrown out when getting ready for the move.
   
   The customer service is terrible. At least twice on the phone I asked to speak to a supervisor, but the supervisor was "never there" - it was a little hard to believe that, since I was on the phone with them several times a day for several days. The number they gave me for the supervisor's direct line was not a working number. The only exception was Summer, is dispatch, who at least seemed to care.
   
   There is so much more that went wrong, but I don’t have the space here. Just stay away from this company. They are a disaster.