I hired HINES-HAULERS LLC for a long-distance move from Bethlehem, PA to Philadelphia, PA. The…read moredeposit was paid promptly, and all move details were clearly discussed in advance, including the pickup time and the designated move-in window. This move was for a senior citizen, and I was coordinating the process on her behalf.
The move and loading were scheduled for 03/31/2026 at 10:00 AM in Bethlehem, PA. At 10:00 AM, the crew had not arrived, and there had been no communication from HINES-HAULERS LLC. At 10:32 AM, I reached out via text message to request an update. I was informed that the crew was at a U-Haul location awaiting dispatch but was being redirected to another location. I reminded HINES-HAULERS LLC that the senior living facility had provided a strict 1:00 PM-3:00 PM move-in window. Unfortunately, I did not receive a response to that message.
At 11:28 AM, I again requested an estimated time of arrival. At 11:40 AM, I was advised that the crew had located a U-Haul approximately 15 minutes from the Bethlehem location, and HINES-HAULERS LLC apologized for the delay. However, the crew did not arrive at the loading location until 12:00 PM, two hours after the scheduled time.
When the crew arrived, they came with a truck that was too small for the move. Despite this issue, the crew members were extremely apologetic, courteous, and respectful. I would like to commend them for their patience and professionalism, particularly in their interactions with my aunt, who was understandably having a difficult day. The crew worked diligently to handle the items carefully and as efficiently as possible.
Unfortunately, due to the delayed start and the inadequate truck size, the agreed-upon time window was not met. We did not leave Bethlehem until 2:12 PM and did not arrive at the drop-off location until 3:50 PM.
After speaking with management at the senior facility, I was able to negotiate an extension for the use of the service elevator so that the larger items could be moved upstairs. The crew made every effort to ensure that all items were organized and assembled as requested.
My dissatisfaction with HINES-HAULERS LLC centers on the lack of communication, the two-hour delay, and the use of an undersized truck. While the crew did their best under difficult circumstances, the lateness of the move caused significant issues. The entire process took over seven hours.
Additionally, I was originally quoted a flat rate of $1,100.00, yet I was ultimately charged $180.00 per hour. Although I paid the bill in full because the crew completed the move, I am deeply disappointed with how this was handled.
Given that this move involved a senior citizen, there appeared to be little consideration for the specific needs of an elderly client, including access to meals, medication, and other essential needs during such a lengthy process.
Overall, I believe HINES-HAULERS LLC failed to properly manage this move. Based on this experience, I cannot say that I would recommend or use their services again.
