Smartmove was the single biggest mistake I made in preparing for my move from New York City to Washington, DC. They are unbelievably disorganized. Starting at the beginning, I asked for 1-2 vaults as I lived in a tiny New York studio. Up until the day they arrived at my apartment, I was listed for 3 vaults. The day of move-out I spoke with the moving dispatcher before the trucks were sent out and finally was able to correct the number of vaults. They were supposed to arrive at my apartment between 8am-10am. They called and changed the time to noon at 9:30am and arrived at 2:30pm. The movers themselves were wonderful, but before they had finished moving out my things I got an angry phone call because I hadn't phoned in my vault identification number, even though we hadn't even gotten to the paperwork yet. Two days later I got a phone call that one vault number was incorrect and I must have given them the wrong number. I called back with the numbers I had and never heard back. I called again the day before the delivery of my vaults as I still didn't know what time they were coming and needed to reserve the service elevator, they asked to run payment, and I gave them my cc number, and they told me they ran it and we were squared away. Several hours later I got a call back saying the card had been declined and I really needed to give them my card so we could finish up. Of course I wasn't pleased and was told by the customer service agent to "Take a deep breath, it'll be fine", not exactly a good customer service tactic. All in all I would recommend a moving service you find via flier stapled to a tree over Smart Move. My things are being delivered tomorrow and we'll see if they arrive in one piece (or at all) I agree with a previous post that 1 star is VERY generous.

Smart Move has a slick website but very poor service. They were a week late with our delivery, reneged on their on time guarantee. It turned out that our things had not been insured for $10,000 as promised. They misrepresent that they are associated with UPS, when actually they contract out with several trucking companies. They refused any compensation for this horrible experience. Stay away from Smart Move!

Beware of doing business with them as this is the single worst move I have experienced and this company is a one star out of charity. They understated the cost, lost my move twice and I found it each time while the representative was telling me it was someplace else. Smart Move is a total misnomer as it is better named the Big Mistake. They underestimated the number of vaults and sent 1/2 of what was required, they stalled sending the rest and then the office was confused about the delivery. I was talking to the driver delivering the additional number of vaults (they underestimated by a lot!) on the road leading to the apartment complex while the Smart Move representative said the additional vault would be delivered the next day. I finally convinced them I was watching the driver unload them, so consider them delivered, when would they pick-up?
The cost ended up more than a professional van line company when the original estimate was about 60% of the van line's estimate - so I ended up feeling like I got the bait and switch even though I spoke with a vice president from the second day of the debacle until the end and he felt like he cut me a deal.
They delivered to the wrong address, I ran down the street and stopped the driver, the I called the Smart Move representative who said the delivery was still on the road, not in town. I gave my phone to the driver, let them figure it. Finally got the delivery to the right address and paid Smart Move their inflated adjustments based on their very bad estimates just to close the deal.

I will say the labor I hired through Smart Move was very good on both ends, moving out and moving in and the pick-up / delivery drivers were professionals and gentlemen. Based on the rest of the move, that was an anomaly, not planned.

I move often with my job and as a professional logistician (I move Soldiers and Army stuff all over the world), this plan briefs well. The practical application is dismal at best. If you want a good, professional move, call someone else.

This was the worst experience I have had with a moving company. First they misrepresent that they are a part of UPS when they really contract out to UPS. Next they state they provide professional movers to pack the crates--the movers had never packed a crate before and did not know what to do--they were young college students. Finally they were very supportive before the move and during once paid at end good luck getting a hold of them. They lost my sofa for a week. During that time I got a hold of them the first two times aftet that they did not answer my calls and my calls went to voice mail. I had a friend call with a different phone call and they got through I had to track the home office number and ask for the manager. The manager did respond but it still took them a week to find my couch. THey had not addressed it or put the bar codes on it that were supposed to be! Luckily I had put my name and address on it per the recommendation of the UPS driver who knew nothing of labeling the sofa box for them. After i had gotten through to customer service when it was lost the second call, they stated I would not be charged for the move of the couch $400 due to the fact they lost it and my inconvenience, even if they found it. Well, they did not stick with this promise and stated that they never would have said that. So, all in all it was a terrible experience and I would not recommend this company to anyone. You also have to sign up for insurance from another company and there is a $400 deductible that I would have had to pay even if they lost my couch!!! THey misrepresent themselves and are not a company that delivers quality service.

Worst moving service I could have ever imagined! They claimed to be "experienced" with moves to Manhattan and said that they could navigate any terrain/streets with small forklifts. I cannot even tell you the drama that was created the day they had their 18-wheeler, outsourced trucking company pull up in front of my manhattan apartment, blocking a bus stop, in the middle of an extremely busy, workday street. Couldn't even wait for the other outsourced movers to get there and help unload the truck. Me (25 yr old female) and the driver had to begin unloading immediately onto the sidewalk to avoid a ticket from the police. Oh, and did I mention that they didn't even show up the day they were supposed to in Chicago to load my stuff on the front-end??? I had even obtained permits that were only good for THAT particular day. Nevermind the permit disaster, instead they had to come at 6:00 the next morning, almost making me miss my flight to NYC. And through the ENTIRE disaster they never even offered me a discount!!! Thanks for NOTHING smart move! Stay far, far away from this moving company!

Fair Service - Some claims due to bolts sticking into containers.