Why You Should Not Choose Crown Relocations For Your International Move - a thread
Posted by Us_to_OZ@reddit | expats | View on Reddit | 16 comments
My husband and I are currently using Crown to relocate from one continent to another.
A bit of backstory, my husband negotiated his relocation package through the institution who hired him. Whatever money Crown is not deducting from this package will be used toward other relocation costs (e.g. housing). But since the start, it has been very challenging to obtain information on how this money is spent or the modalities of the move.
Awkwardly, we were first informed that Crown would not let us know how much will be deducted from the package for the move itself. Of course, we did ask for the cost anyway (24000 AUD) because that was nonsense. We did not receive a truly detailed quote however - nor did his institution.
The move has not happened yet but communication with a mobility team leader in Melbourne is already very challenging. Because we were not able to secure the elevator spot she wanted for us, here in NYC, she is threatening to rise the cost - meaning she is threatening to decrease the amount of money that we will be able to put toward rent. For info, the spot we secured is 5-7pm on a weekday, they wanted 1-3pm which was not available.
In addition, Crown imposed on us the arrival time of the movers (from 8-11am), about which they are utterly rigid. The interesting part being: when we were supposed to reserve the 1-3pm elevator spot, movers would come between 8 and 11am, but since we secured the 5-7pm, movers still come between 8 and 11am.
We also pleaded to her that we have a 1 year old baby and a plane to catch at midnight at JFK, hence why we would appreciate a bit of foresight, but she remained inflexible. Our experience so far with her (meaning with Crown) is that she is not interested in accommodating the customer at all.
I am very curious about similar experiences from people who relocated with Crown, and how one coped with the situation, please do not hesitate to share.
MarcelloRoma@reddit
https://mycrownrelocation.com I feel your pain.
Us_to_OZ@reddit (OP)
Hi Marcello,
Thank you for sharing! There are so many points we could relate to:
"Interminable delays – how 6 to 9 weeks becomes 17 weeks and counting". Our shipment was supposed to arrive mid-July, but it arrived September 8th. In our case, it did not end up bothering us much since we stopped by Europe to take care of some private business. However, this is so unprofessional. I have seen many reviewers explaining that they had to settle in an empty home because their estimate time of delivery was not, as you put it, chosen in good faith.
"Significant and seemingly arbitrary price and payment term changes" / "Estimates are not done in good faith. Pricing is subject to change (increase) when Crown gets around to evaluating your move-in destination as well as their true costs to deliver your goods to your destination". That is so true: not only price estimates are not done in good faith. But they only tell you that price is subject to change once you signed the contract. However, the price fluctuations are only upwards.
The most baffling part was the attitude of Crown's agents ( E. and C.) when they proposed a Team meeting to address our concerns. They were incredibly patronizing as if purposefully trying to rile us up. Clearly they are used to string customers along.
We did not unpack yet, so I am waiting to write the final update to compare respective experiences further.
dmada88@reddit
Having spent most of my adult life as an expat, with more moves than I’d like to remember , I’d rate Crown very much in the “above average” category. If this move is arranged by the company, they are the client, not you. If you need something from Crown you’re not getting, it is the company HR department that will have the most pull, not you. But honestly, almost all moves with any company end up being stressful and messy and complicated. Stay calm, tip well, and count it as a success if nothing gets broken or lost.
Us_to_OZ@reddit (OP)
I see what you mean. International moving being a sector where people feel let down plays out in Crown's favor. But from a customer service standpoint, they're atrocious. We are veteran expats as well who moved around a bit but this move is already something else.
I 100% agree that my husband's institution has the leverage and that is why we are actively communicating with them. However, we're the ones feeling the financial pressure (not them), just as any isolated customer realizing that they're being extorted by their moving company.
Delving in customer complaints about Crown, you soon realize that there are specific patterns. At first they may play nice, but underquote you. Then they start pulling fees out of their hat, that they refuse to justify. Then they bully you into submission by being inflexible in every matter no matter how inconsequent. They provide zero communication or update. Then they may break your possessions by subcontracting to untrained people or lose some of your boxes. They finally deliver your goods way later than agreed. They may then invoke some loopholes not to reimburse what was lost or broken despite the fact that your goods were in fact overvalued and, as a result, you paid twice the amount of insurance you should have. Half of this already happened to us, it is not a stretch that the rest might ensue.
One particular area where I find Crown below average is the fact that they subcontract everything. Convenient though, should an issue arise, they and their subcontractors can endlessly pass the buck to one another.
But I appreciate your advice, and will stay calm, as well as determined.
RidetheSchlange@reddit
I have no idea what's going on. Just a poorly written complaint. I'm guessing here there were numerous communication problems and lapses from your end.
Us_to_OZ@reddit (OP)
We have no pressure with respect to the plane. We did not choose the company, the institution that hired my husband is in business with Crown. We are actively working with the institution to solve this.
RidetheSchlange@reddit
I'm sticking with that you caused a bunch of problems with poor communication and organization. I am reading through reviews and even this thread: https://www.reddit.com/r/expats/comments/10hg9l2/crown_relocation_services/
Crown appears to have a very good reputation. That's not to say they'll be perfect 100% of the time, but they're experienced, well-reviewed, and your posts are just garbled nonsense that makes it look like you didn't coordinate properly between the buildings and crown and then it was too late.
Us_to_OZ@reddit (OP)
Crown does not have a good reputation. It is well documented that customers are routinely dissatisfied with them. Via online reviews:
https://www.consumeraffairs.com/movers/crown-relocations.html
https://www.movingscam.com/forum/viewtopic.php?t=17711
https://nz.sirelo.org/moving-companies/auckland/crown-relocations-new-zealand/
https://www.productreview.com.au/listings/crown-relocations-australia
https://www.hellopeter.com/crown-relocations
https://www.yelp.com/brands/crown-relocations
Many testimonies on Reddit as well:
https://www.reddit.com/r/fatFIRE/comments/skdtpo/international_moving_companies/
https://www.reddit.com/r/TillSverige/comments/9rhgmh/international_moving_companies/
"I moved from Mountain View to Stockholm (and eventually back) and used Crown Relocation both times.
I don’t think there’s a company on earth I dislike more than Crown. I also moved a one bedroom and the company I joined shipped my stuff over there, so that was no problem (except everything arrived 6 weeks later than it was supposed to). I ended up moving into a fully-furnished apartment because I would’ve been fucked if I didn’t. Kept my stuff in storage while I was there.
Moving back was a nightmare. Everything was already packed by them and it wasn’t even THAT MUCH STUFF. I was quoted around $3000ish which seemed fair and even with the other companies I spoke with. When I arrived in the US they ended up charging me over $8000 and refused to deliver my stuff until I paid them. I guess the problem was at no point did the Swedish assessment person ever write down $3000 and give them the number so they had no proof I was told $3000 besides an email I had (which they said wasn’t valid as it was “an estimate”) and refused to explain to me where the other $5000 magically came from."
We did coordinate properly, everything was done in a timely manner. Crown and their subcontractors showed zero scheduling flexibility. None.
RidetheSchlange@reddit
Meanwhile, I'm reading also the opposite. This is a huge, global company. You're seeking out the bad and it's beyond obvious you didn't organize properly.
Us_to_OZ@reddit (OP)
So? Because they are huge, does not mean they cannot be dishonest. What you are reading in it is of no concern to me.
I am looking for advice, comments of people who have experience with international moving and how they dealt with such situation.
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sread2018@reddit
This isn't on the movers, this is the scheduling of the lift. Building management is who you need to speak with.
Us_to_OZ@reddit (OP)
There was only one spot available.
Us_to_OZ@reddit (OP)
First Update: after I wrote this review, Crown contacted my husband for a team meeting to allegedly address our concerns, however, the mobility advisor and mobility team leader in Melbourne ended up reinforcing the negative first impressions: their unwillingness to find solutions that work for both, their eagerness to add fees at every turn to squeeze more money out of the my husband's package, the complete reluctance to shed light on why they charge what they charge (no detailed quote provided) as well as provide us logistical foresight, their bullishness in pushing down our throats arbitrary rules that just make Crown's workload lighter.
Firstly, desperate to lay the blame on us, they proceeded to review our alleged faults: we did not rent a hotel room for the days encircling the move (as if Crown is not expensive enough), we did not respond soon enough to their partners email (we did), we reserved the wrong elevator time (the only time available), we could not get rid soon enough of our baby, we should not have bought plane tickets the night of the move etc. Truly, as if we are working for them.
After that, they kept repeating what we already knew without budging on anything on their end, while occasionally blaming their subcontractor, Paramount Transportation System, without showing any intention to talk it over with them or do anything about it and insisting that they will be more fees associated with our move as it unfolds.
OkSir1011@reddit
why would the company be responsible for you not being able to reserve a elevator spot?
Us_to_OZ@reddit (OP)
We did not have a say. Typical large NYC building with few elevators.