Diggins & Rose

i have to say that i am pretty shocked at all the bad feedback here. we had a great, problem free move last weekend. nothing damaged or missing, great customer service, and an efficient and friendly staff. the entire move only took 3 hours from start to finish. id absolutely use diggins and rose again.

Diggins & Rose handled my local move in July 2015. Customer service was fantastic — up until we had a problem. While our goods were stored overnight on their truck, during a rainstorm, several boxes were soaked due to a leak. Luckily, only one item was actually damaged. Its value was $ 180. We paid close to $ 4000 for the move and packing services. Instead of writing us a check for the amount of the loss as a matter of goodwill since the leak in the truck was their fault (which no one disputes), they have chosen to pay us per the terms of the insurance policy, so we’ve been given $ 36. The company is well within its rights to do this, but they could have done the right thing. Instead, they’ve ruined what would have been a 5-​star experience over $ 150.

RECOMMEND AVOIDING DIGGINS AND ROSE. Misrepresentations during the sales process, miscommunication and misinformation by the customer service team resulted in a failed execution of the move pre, during, and post move. In fact, they took our booking and ultimately had no truck driver to do our move and had to have an independent truck driver leasing her own truck handle our out of state move. All they could say is that it is their busy time, but when they booked our business over two months earlier they committed to do it. Many items lost and damaged due to load/​unload multiple times and items left unsecured at their warehouse for weeks. Delivery person broke an item because of missing parts, but refused to disclose it pointing at the missing parts. Our items arrived more than a week after they committed to and that was only after escalation to Senior Execs of United. Diggins and Rose had info that United Corporate would repeatedly question where they got it since it was inaccurate (or made up to deflect our concern on when/​if they could complete our move). Owner seems to take no ownership of how his organization under performs, sales rep was a classic sales person over promising, not delivering, and finger pointing at his customer service team resulting in incremental costs and inconvenience for us. This was amateur hour… and felt like it was their first move. However, the day of pickup team was very good. For delivery, Diggins and Rose provided wrong paperwork to the 3^rd party truck driver, and owner seems to block e-​mails sent him from people raising concerns. His team deflect problems elsewhere (not a profile in customer service or leadership). We strongly recommend avoiding Diggins and Rose. We got a unique and troubling insight into their dysfunctional process. They are simply a cheap sales agent on OUT OF STATE moves and probably would have done better with someone else.

We have to move frequently related to my work. Interstate moves are never good, and the customer service is always poor. But even in this industry, Diggins and Rose stand out for their EXCEPTIONALLY BAD CUSTOMER SERVICE. Their behavior went so far beyond reasonable that it had an almost sadistic feel.
ADDENDUM:
Remarkable, this local moving company actually hijacked our household belongings and held them hostage for more than two weeks demanding more money, and the «owner» refers us to the national corporate headquarters that wouldn’t help us (see below).

Moved from Boston to Chicago in mid June 2011. Best moving company I’ve worked with. Professional and accomodating. Quotes were accurate, and we even got a little money back after the move because we came in under-​weight (most places just keep the difference or inflate the weight). Goods were picked up and delivered on time and in great condition.