Enterprise Van Lines

Our goal was to move my mother (an Alzheimer's patient) in one day so as to minimize her agitation and make the change as seamless as possible. The move was negotiated with a salesman who was very helpful and assured us this could be done. We paid twice the rate to assure one day delivery. The movers arrived at 9am and were efficient in moving my mother's possessions. They indicated that they would meet us in MD at between 3 and 5pm. We drove separately - no traffic or bad weather to hinder the drive. We arrived at about 2pm. At 3:30 the movers called and asked how late they could arrive. They said that they were detained and now expected to arrive at 8pm. They arrived after 10:30pm. The consequence of this was that my mother didn't have a place to sleep. Given my mother's dementia and her very agitated state we were at a loss of what to do. Our complaint: 1) the movers added another job without prior notification, understanding that we had specifically made these arrangements to accommodate my mother's special condition. 2)the mover's fell back on their contractual agreement to deliver in one day and did not take responsibility for their deception. The 10:30 time required that we stay outside in our car awaiting the movers and that we find alternate sleeping arrangements for my mother. 3)response afterward by management was slow and inadequate. Though nothing could be done to ameliorate the situation - we asked to be charged the rate for 2 day delivery. The manager offered a refund of $150. We had many choices among movers and chose this company because they seemed to be able and willing to meet our needs. We were deceived - additional aggravation and distress was caused in an already very distressing situation.