tl;dr: Nice owner, lots of mistakes, and damage caused by amateur movers.
I've been mulling over whether or not to leave this review for several weeks. I try to be supportive of small business, and generally like the "If you don't have something nice to say, don't say it at all" principal. That said, as a consumer I really value honest reviews of companies I'm looking into. Future customers deserve to hear about my experience.
I called to get an estimate and book their service about 2 months in advance, and found out I Heart Movers was available on the day that I needed them. Communicated via text from that point forward, which is actually a big positive for me. Asked for 2 movers to move a 2-bedroom house, and requested use of their truck. Things only went downhill from here.
---They send no official confirmation. When I requested one, they sent a text saying "We have you booked for xx/xx/xx."
---The movers showed up at my door one week BEFORE we had them scheduled. Naturally concerned, I texted the owner to make sure we had them scheduled for our actual move-in day. I apologized for the mishap, although I had a text showing the date I requested which confirmed they showed up on the wrong day. The owner simply said "that's okay" - and took no responsibility for showing up on the wrong day.
---Three days before, I texted once more to confirm that they would be showing up on that Saturday for our move. The owner confirmed this, but said "You have your own truck right?" Yet another heart attack for me. I specifically requested use of their truck and yet he had no note of this. Luckily a truck was available and he confirmed that they would be providing a truck, so I laughed it off.
---Movers were supposed to show up at 9am, which they did, but SANS truck. That's right - no truck. After several phone calls and some shuffling, the guys returned at 10:30 (1.5 hours after they were supposed to start) with a truck.
***At this point I wasn't angry, as I know things happen. We're all human. The owner was apologetic, and we were still going to get our things moved. Unfortunately for them, it was going to be in the mid-nineties that day, so it was they who would suffer the most from this mistake. Anyways, had this been the end of the story, I Heart Movers wouldn't have gotten a positive review from me, but instead no review (If you have nothing positive to say...).
---The two guys who showed up were very nice. I could tell right away that they were amateurs and I was nervous, but still felt okay about supporting a small business rather than one of the "big guys."
---After loading up the truck, the guys said they needed to take a 30-minute lunch break. They were gone for an HOUR AND FIFTEEN MINUTES (and you better believe they added the extra 45 minutes to the bill!). But, it was super hot and they weren't complaining, so I wasn't going to complain either.
---When we got to the new place, I requested that they take EXTRA CARE to not damage the floors, as they were in excellent condition for the age of the house, and our landlords were specific in asking us to take good care of the floors. The movers agreed.
---After 6 total hours (I felt like this was a very long time, but I think the heat had something to do with it), they were finished. But I was MORTIFIED when I saw all the large scratches on the floor - not just superficial scratches, but more like gouges. I didn't complain at all up until this point, although you can see that I probably had a right to, but this was unacceptable. I called the owner before I paid and before the guys left, and he was very gracious and eager to fix things for me. He offered me a 30% discount (although I inspected the floors again after they left and found many more "scratches"). I basically got an attitude and the silent treatment from one of the movers after he had to speak to his boss about the scratches on the phone. Very unprofessional.
Overall, you absolutely get what you pay for. I feel terrible that this didn't go better. Based on previous reviews I thought for sure it would. But I would warn anyone against using I Heart Movers in the future if they're looking for an efficient and professional service. Unfortunately you won't get it with them. :( read more