We chose Fresh Start Moving in part because we wanted to support a veteran-owned business. I grew…read moreup as a military child and later retired from active duty myself, so supporting fellow veterans and veteran-owned businesses is something I genuinely value. Unfortunately, this experience was disappointing.
Before the move, Fresh Start Movers completed an in-person walkthrough of our four-bedroom home and belongings to assess what needed to be moved and provide an anticipated cost. We relied on that assessment and the quote they provided.
What was especially frustrating was that we were not informed that an additional trip would be required until after the movers had already started loading our household goods into the truck. At that point, we were told a second trip would be necessary, which caused the total cost of our move to essentially double.
Considering the company had already conducted an in-person walkthrough of a four-bedroom home, I believe they should have arrived with a truck large enough to reasonably accommodate the move. At minimum, we should have been advised beforehand that multiple trips might be necessary and what that could mean financially. Finding out after loading had already begun left us with very little choice.
I do want to acknowledge that the movers themselves were polite and worked to complete the move. My concerns are primarily with the company's planning, pricing, communication, and follow-up.
After the move, we contacted Fresh Start Movers multiple times regarding two unresolved issues. First, there is a box that their movers packed that we have been unable to locate. We packed everything else ourselves, so we are specifically trying to determine where the box they packed was placed. Second, a piece of our treadmill was broken during the move, and we are still waiting for a response regarding reimbursement so that we can order the replacement part.
The move took place on a Tuesday, and nearly a week later, we are still waiting for the company to address the treadmill reimbursement and provide clarification regarding the box their movers packed.
The lack of follow-up has made an already frustrating experience even more disappointing. We selected this company because we wanted to support a veteran-owned business, and we expected better communication and accountability.
Although the move was completed and the movers were courteous, the unexpected second trip, a final cost that was essentially double the original quote, poor communication, and unresolved concerns involving missing and damaged property significantly affected our experience.
I strongly recommend that anyone considering this company get everything in writing regarding truck size, the expected number of trips, possible additional charges, and how missing or damaged property will be handled before the move begins.
