I scheduled SML a week in advance for three workers to unload a 26’ Penske truck at a storage in central Florida for Monday 9/6/2021. On this day I was put on hold to confirm availability and they confirmed their arrival between 10:00am - 11:00am for 9/6/21 , Labor Day Sunday.

On Sunday 9/6/21:
10:30am arrives and no one shows up or calls so I call SML just to confirm and they advised that although they haven’t arrived they don’t have to call prior to arrival as this is only a courtesy and they asked me to just wait.

11:25am arrives and no one shows up or calls so I call SML and they advised that the workers are not picking up their phone but asked me to just wait for them as they will arrive.

11:45am arrives and no one shows up or calls so I call SML and they call workers and are told that they overbooked themselves and could only arrive between 3:00pm and 4:00pm.

This totally changes my schedule because I have to unload the truck then drop it off and drive back home (4 hours) in order to be at a home sale closing at 2pm the next day. I call three other companies in the area and they aren’t available with same day notice (obviously). So I rearranged my schedule for the next day and wait for the workers between 3pm-4pm.

3:15pm arrives and I call SML to confirm and they say they will arrive and asked for me to wait.

3:30pm arrives and I call SML to advise no one has arrived or called yet so they call workers and they don’t pick up.

3:55pm arrives and I call SML to advise no one has arrived or called yet so they call workers and they still don’t pick up.

4:15pm arrives and I call SML to advise no one has arrived or called yet so they call workers and they still don’t pick up.

Every time I call SML a different person picks up the phone and they have no idea what is going on until I explain it to them.

4:45pm arrives and I call SML to advise no one has arrived or called yet so they called workers and they still don’t pick up BUT THIS TIME the SML rep advised that he will have to try and get a different crew out there (at the end of day), because they don’t answer and he is the first person in the entire day to offer that option to me. When I asked him why all the previous SML reps didn’t offer to call a different crew he didn’t have an answer. I asked the SML rep to please call me to update me to what is going to happen at least every 15 minutes because I’m just parked here waiting and waiting but it is how 5:20pm and still no calls and no one has showed up.

Speechless…and no amount of apologies or refunds for all the additional expenses in truck rental fees and now obviously a hotel room could possibly compensate me.

SML how did you ever get a license to do business and more importantly how do you stay in business? Hopefully SML will one day be out of THIS business and maybe they can find something else to do that doesn’t require them to keep a time or schedule people into choas.