Movers arrived around 8:35, got into the house around 8:45 to start doing work…read more
Marked their start time at 8:30, finish 12:15, my hunch was they bill on 30 minute increments and since they worked 3.5 hours instead of 3.75, they were trying to round up for another hour. The person who arranged my move, Matt, later tried to claim they billed me 4 hours, because there was 30 minutes of travel time....yet that was not on the actual bill anywhere. If they included travel time to the job-site, they should have billed me for 4.5 hours, if they actually started at 8:30, or if they were supposed to include travel time, their start time should have been 8:00, not 8:30. Seems like Matt was just trying to cover his butt.
Workers did complete their job, mostly competently. I had requested a full service pack and load, as confirmed in the screenshot below. Workers used over 20 boxes that I purchased, bubble wrap and tape, in addition to their own supplies. And still ran out of boxes when packing the last room. They had to break into some spare boxes that I had. They did not bring a wardrobe box that I had specifically requested, and ended up having to wrap all my hanging clothes in garbage bags.
Movers also ignored my instructions regarding loading the heaviest items first, they waited until the truck was mostly packed before loading on one of the heaviest items, a rolling kitchen island pictured below. They then proceeded to load another 100-200lbs of items on top of this rolling kitchen island, which caused the wheels on the bottom to break (photos below)
They also caused some other minor damage, by improperly packing a bookshelf on top of about 20 boxes, and loading a box with some protruding equipment underneath it, the bookshelf was punctured. They also improperly loaded some posters, because they didn't have the proper boxes to pack them, which were damaged. According to their contract, apparently anything made out of particle board isn't covered, even if they pack it shoddily because they didn't bring the right supplies. Nice cop out on the bookshelf
I reached out to Matt Skop, who was in charge of my move. I let him know of my concerns, that I would like my deposit returned, and that I felt I was overbilled by 30 minutes on labor. He proceeded to blame me as if I was somehow responsible for the fact that his moving team improperly/unsafely loaded the truck, and insinuated that I somehow damaged the things inside of the truck?
Finally, despite taking a $100 deposit to book the move, they charged me the full amount on the bill, and when I reached out to Matt regarding the Deposit, he responded that he was unable to repay me the deposit, and asked for details to send the money, then stopped responding to emails entirely.
I filed a complained against this company with both the Mass attorney General and the BBB, for all the good it will do.
Moving team was pleasant and had they been given the proper supplies to complete the work they were assigned, I'm sure this would have been a much more pleasant experience.
Do not recommend, Matt was very rude in responding to my concerns, and in addition to refusing to refund my deposit, also refused to apologize or take responsibility for any of the actions of his team, or provide any sort of refund/reimbursement for any damages despite his team doing a sub-par job, and not having the appropriate materials to complete their work.
Edit: After posting tis review, Matt did finally return my $100 deposit, all other complaints still stand.