We had hired this team for a move about a week and a half out (last-minute, we know). But, to our surprise - they had the availability for a move out, store over-night, and move-in the following day. Reasonably priced, we jumped on it. Vlad was a great communicator and everything seemed to be falling in to place.
A day before the move, we found out we could move-in to our new place a day early. I called to see if they had the availability for a one-day move instead, and they did! It seemed like everything was perfect and we were super excited.
Now for the day of the move - I got a call right around the time they were supposed to be there saying they hit some traffic and would be about a half an hour late. No worries I said, we'll see you soon. When the half an hour later came, their office manager called me saying that their earlier 'big' job ran a little late, but they should be there soon. Confused, I said, he just called me and said that they're on their way. She says, he asked me to call, they're actually driving to the hospital now, another guy got hurt on the earlier job. And then she says, we can have another team come out at 6pm. We had to be out of our apartment by 6pm that day. So, we scrambled and spoke to our property manager and asked for an extension after explaining the story.
Concerned with the injury, I said that I hope they're ok and asked to call back, as we tried to find a plan B. However, no one else was available. She then called back saying that at that time no one actually wanted to do the move and they couldn't move us out until like 3pm the following day, which I said we could not do given that we needed to be out of our old place that day no matter what.
This timeframe took about 2.5-3 hours. We could have found another solution had they just been upfront about what had happened and didn't offer us false solutions that they could not/did not follow through on.
So, we needed to rent a U-Haul last minute, luckily we found the last one available, and had some great friends and family drop everything on a work night to come to our rescue and help us move in our time of need.
I understand someone may have actually been hurt on the job, and I sincerely hope that they're ok. But, don't give us 3 different stories within a half an hour time frame which all contradict themselves. Also, the lack of customer service to offer another solution to a customer who was going to pay a lot of money was unprofessional to us. And basically just a quick, "sorry" was unacceptable.
We will not make the mistake of trying to hire them ever again, all we ask is for transparency from our contractors. Be honest to your customers, and offer more acceptable alternatives - especially in a business where timeframes matter a great deal.
We left 2 stars because although it didn't work out, Vlad's communication leading up was good, and we think that they finally ended up telling the truth and hope that the person who was injured is doing ok. read more