Based on my experience with Smart Move during my late July/early August, 2011, move, I advise people to avoid this company.

Even though the company website says, "Your move, guaranteed on time," they failed to deliver the vaults with my goods on the date they said they would. After my vaults didn't show up on the promised date, I was told that the date on their order confirmation "really wasn't a guarantee."

Moreover, they claimed it wasn't their fault my vaults were late; they said it was the transport company's fault. I had to point out that because they were the ones who'd contracted that transport company (which also owned by Smart Move's parent company, Atlas), they were indeed responsible. This attempt to pass the blame onto someone else instead of taking responsibility for the problem was thoroughly unprofessional.

My goods didn't arrive until two days after the promised date. I was very upset, because I'd booked this company specifically because they could guarantee a specific delivery date (other moving companies could give me only a 7- to 10-day delivery window), and I'd paid extra for their "expedited delivery," which they claimed would ensure delivery by the date I needed my goods.

After delivery, the company charged me more than they quoted me. When I'd booked my move in June 2011, I'd been given written quotes for three and four vaults, but the sales rep verbally told me?more than once?if I used only two vaults, the price I'd be charged would be $2510. Then, just two weeks before the move, I e-mailed the operations representative coordinating my move logistics and asked her to confirm that the two-vault price was $2510. She e-mailed me back saying that the price the sales rep had told me was the price I would pay. That response led me to believe she had checked with the sales rep or consulted the company's computer system to confirm that price; she hadn't.

Once I'd received my goods, the company sent me an invoice for $2568 and charged my credit card for that amount. I forwarded the operations rep's previous e-mail confirming the price was supposed to be $2510. But I was told that unless I had an order confirmation stating the two-vault price, they wouldn't refund me the extra $58.

This was the first time anyone from the company told me I needed an order confirmation in order to get that two-vault price; neither the sales rep, with whom I had several phone conversations before booking, nor the operations rep, with whom I exchanged many phone calls and e-mails, told me I needed an order confirmation stating that price. If they had, I would have asked for it earlier.

When I asked the operations rep why she'd sent me an e-mail confirmation the $2510 quote if she hadn't double-checked it, she said she assumed I had an order confirmation, even though in my original e-mail question, I specifically said I was writing to confirm a verbal quote from the sales rep.

The company did offer me me a small refund to make up for delivering my vaults two says late?$139, which they claimed was the difference in price between expedited and nonexpedited delivery. When I asked for paperwork documenting that difference, since I'd only received an order confirmation listing the expedited-delivery cost, they said they had nothing to give me. I had to just take their word about the accuracy of the cost difference. When I asked them to refund an additional $100?$50 for each day the vaults were late?they agreed. My total refund was $239. I don?t feel it was enough to make up for the inconvenience the lateness caused me, but I felt I had to accept it or I'd get nothing.

However, after several phone calls and e-mails later, the company still refused to to honor the original, verbal two-vault quote from the sales rep and refund the $58 overcharge. In August, I submitted a complaint with the Better Business Bureau, but the company did not respond to my complaint by the assigned deadline. 

You paid extra for them to load and unload the vault. It is still currently stored (got three vaults total). The guys who came out to pack the vaults were actually employed by Atlas, which made me feel even better. The pricing was very affordable. The pricing includes loading, unloading, transportation fees, and 28 days of free storage.

My wife and I contracted with Smart Move to move our belongings from across the country. Central to our choice of Smart Move was the verbal promise that, though we did not yet have a destination address, our belongings would immediately be moved to a storage facility in near our new state where they would arrive within 7 days and be stored until we contacted Smart Move with a delivery address. At that point, we were informed that we should expect delivery within 2-3 days. Smart Move's website repeatedly claims a guarantee on time delivery. Our trust was bolstered by the frequently repeated claim that Smart Move worked with another company, a trusted brand. The Smart Vaults were delivered to our old home and we loaded them with our things. They were picked up with renewed verbal promises that they would immediately be shipped to the destination state. A week later we contacted Smart Move with the destination address to request delivery, expecting delivery within 2-3 days. It turned out that the vaults had never left our old home state. This week delay meant that we had to sleep in a bare apartment, cancel a week of vacation and miss several commitments, including graduations. Beyond the canceled vacation, which is invaluable, we accrued additional expenses in gas, food and lodging associated with the delay. Given the failure to provide a basic aspect of the contracted service, timely delivery, we felt that full payment of $3284 was unfair. After protracted discussion with management we reached an impasse and were offered an insulting $50 off. In defending their service Smart Move representatives point to one specific line of an email which includes an incorrect storage date that was never discussed on a confirmation form that was never signed. Smart Move did not produce what they verbally represented and I do not think any reasonably diligent customer could have anticipated this problem. We have been forced to pay in full to reclaim our belongings, but are disgusted with the dishonest service.