I booked Moving Brothers through the U-Haul website to help move my belongings from a storage unit to my new home. I paid in advance for two movers for four hours on a Sunday morning.
When I made the booking, I accidentally entered an incorrect phone number. That was my mistake. However, my email address was correct, and when I hadn't heard anything by midday the day before the move, I reached out to them myself. They replied that they had been unable to contact me because of the incorrect phone number. While I understand that, they still had my email address and could have contacted me there, especially since I had not yet been given a confirmed arrival time or been asked for the address of my storage unit yet I had pre paid.
At around 6:00 p.m. the evening before my scheduled move, I finally received a phone call. Unfortunately, the conversation quickly became unpleasant. I was told they would no longer honor my booking as agreed. Instead of providing two movers for four hours, I was told they would send four movers for two hours. I explained that this would not work for my move and was not what I had booked or paid for. My storage unit was drive-up, so having additional movers for less time did not provide the same service and would likely have resulted in additional charges to complete the move.
During that same conversation, I was also told that I should cancel my U-Haul moving help reservation, request a refund through U-Haul, and then pay Moving Brothers directly instead. I was uncomfortable with this suggestion. After the incident, I contacted U-Haul and was informed that their service providers are not supposed to direct customers to cancel bookings made through the U-Haul platform in order to pay them directly. That made the request even more concerning to me.
Rather than discussing possible solutions professionally, I felt I was spoken to disrespectfully. During the call I was told I was "cheap," and the representative said that people in Las Vegas don't want to pay for movers. The call was then ended. I called back because I was extremely concerned. I was due to move at 8:00 a.m. the next morning and had been relying on this booking for weeks. Again, I explained that I simply wanted the service I had already paid for. The conversation ended abruptly once more.
Later that evening, around 9:45 p.m., I received a text from them asking whether I had found another mover. Shortly afterward, the representative called again and repeated the same offer: four movers for two hours, explaining that I would need to pay more if the job took longer. I declined because it still was not the service I had originally booked. Once again, I found the conversation to be unprofessional and discourteous.
This review reflects my personal experience. The biggest issue for me was not just the proposed change to the booking, but the timing and the way the situation was handled. Having the terms changed the night before a scheduled move, after I had already paid and made arrangements around that booking, left me in an extremely difficult position.
Based on my experience, I cannot recommend Moving Brothers. If you choose to book them, I'd have a backup plan in place in case your booking changes at the last minute. read more
