From the reviews I had read, I generally thought people had a good experience. I wasn't one of the former reviews. Lack of communication, poor planning, and long delivery times have led me to give this company only 2 stars.
I made a move from McAllen, TX to Austin, TX. The owner of Lui Lui came to my apt to give me a free estimate and the price seemed reasonable and the date worked out perfect for both of us. The quoted price was only a few hundred dollars more than I had paid for a shorter move from Corpus Christi to McAllen a couple of years ago, so I decided that it was good deal.
The movers, who spoke only Spanish (more on this in a bit), showed up at the earliest time that I could schedule (promptly at 7:00am). When asked where I was going to be moving, they were completely unaware and unprepared to move me across the state. After some calls to the manager and a call from the owner about the mix up, it seems like there was a lack of communication in the office. I had anticipated that something like this might happen because when I called to schedule my move date two weeks before, they had not asked me about destination. They only took the date and pickup place. I had called them the day before my scheduled move date and the office manager assured me that everything was okay and that everything would be in place. They told me, "not to worry." This was not the case as we found out and I made it explicit that the reason I had contacted the company was to avoid this issue. The workers had to get a bigger truck and they returned to my apt within 30 mins (which isn't too bad considering). They began loading my stuff and moving along.
It was difficult communicating with the workers who spoke only Spanish. While I am aware of the region of Texas that I was moving from, it made this especially more challenging when we had that problem with the destination of my move and later in the day. Everything was eventually solved but as stressful as moves can be this probably isn't something you want to be dealing with. Thankfully there was one worker who spoke English who showed up later and was able to translate.
I had scheduled the move early in the morning. I had a lot to get done my first day and needed them to be able to get my stuff moved into a storage unit early in the afternoon. The movers had got all of my stuff into the truck by 8:50 and were off on their way to Austin. They mentioned that the had to stop in San Antonio (I'm assuming for gas or food?) but they never mentioned why. They told me that they would call me when they were 45 mins away from Austin. I agreed and figured that would be okay. I had to do a final walk-through of my old apt and had to wait for a while. I ended up leaving McAllen 40 minutes after the movers. I arrived in Austin around 2:30pm. I signed my storage unit lease and waited for a bit. I texted the workers asking were they were. No response. I called the workers (again, who only spoke Spanish) and they weren't able to tell me where they were at. I tried calling the office. They said they would check on it and call me back. 30 mins later, they hadn't called me back. I called them and the person taking the calls said he got off the phone a little while ago and that they weren't even in San Antonio yet. I left the storage facility and waited for the movers to call me when they were 45 mins away. I didn't receive a call until 6:00pm that they would meet me at the storage facility until 6:45. I waited until 7:20 when they finally arrived and started to unload everything. They weren't finished until 8:10. That took a total of 12 hours for a move! I just can't understand why it took them so long!
And to top it off, there was some damage to my furniture. Which the workers denied or tried to brush off.
I understand some things like this happen and I'm pretty understanding when it comes to customer service but I didn't receive as much as an "I'm sorry" from the owner, workers, or manager. That's pretty unfortunate. I DO NOT recommend these movers. read more
