Moving is stressful enough without lackluster (see: terrible) communication.
I had a good friend recommend My Mover and my wife and I had previously had a bad experience with 3 Men Movers so we figured why not give them a try -- especially given all the glowing Yelp reviews. Unfortunately, we weren't so fortunate.
As Aaron S. mentions they're almost impossible to contact. I left 2-3 voice mails and sent 2 e-mails before I finally got Jaid on the phone. Nobody ever bothered to return the initial voice mails or respond to the e-mails.
After I got off the phone, I was asked to text all of my information. I text all of the information that I'd previously included via e-mail. In return, Jaid sends me a screenshot of a business card.
The following day, I confirm and ask for a confirmation e-mail. I'm asked to please send all the information (again) to another e-mail address. I mentioned that I'd already submitted using the form on their website and they follow up with a different e-mail address to send my information too.
Red flags abound at this point, but my buddy said they're good and the reviews are good so this experience must be an anomaly. I persisted.
I sent all the information on April 5th. Nothing.
On April 10th, I send another text and e-mail asking for confirmation. Nothing.
This is not very reassuring. At this point, I decide I'll make one more call before going with another company.
The following day I'm able to (finally) get someone on the phone who confirms my move and e-mails me a confirmation that includes a picture/infographic of sorts that explains their rates, process, etc. I've included... it's quite a mess. I almost asked for $25 off my move to upgrade that graphic for them in PowerPoint.
Our move is finally confirmed. Yay. This is where they shine, right?
Sadly, no.
The day of the move, we wait until 9:15 (for a 9:00am scheduled move) and nobody has arrived. I call Jaid and he tells me he's not sure what's going on, but he'll call the crew.
After about 15 minutes he gets in touch with the crew and evidently they had trouble unloading someone the night before so they went to do that move first instead. No phone call, no e-mail, no head's up... nothing. And they knew it was an issue the night before.
At this point, this is completely unacceptable and I'm regretting the decision to go with My Mover. We scheduled the 9am move because we had another event at 3pm (and we we'd done a lot of the work ourselves and knew the move wouldn't take long).
I begged for an ETA and after awhile got a response that Jose, the driver/crew leader, would call me in to minutes. After a half hour I hadn't heard a thing (surprise) and asked again.
The response is that they'll be after 1pm. Great, now we're definitely missing our afternoon event.
It's 11:00am at this point and so we start moving ourselves. At about 12:40pm, we look up and say, "Well they said they would call and let us know when they were on the way, but that seems unlikely so we should go back (to the apt from the house we're moving into)."
We arrive at 12:55pm and then, at 1:00pm, with no warning, the moving truck pulls up.
Once they finally arrived, they offered an insincere apology and no explanation for the delay. I asked multiple times and was finally told the vague story about the previous night's move.
One of the movers had sustained an injury and they did proactively ensure that another team member met them at the location so that we'd have three guys. I very much appreciated this.
The move itself went pretty well. The team was very fast and efficient, which did include wrapping all of our furniture. In addition, the guys were friendly and respectful of our furniture. We are missing a couple of pegs from a bookshelf (which happens), but overall, the move itself went pretty seamless.
In addition, their hourly price and trip charge are both less expensive than the majority of other local Houston movers that we received estimates from.
[SUMMARY]: Despite the fact that movers were quick, efficient, and less expensive than their competitors, the terrible communication was unredeemable. Moving is an inherently stressful experience and it was exacerbated by the utter lack of communication (throughout the whole process) by My Mover. If communication and timeliness doesn't deter you, they've a very capable moving team, but I can't endorse them in any way.
- Are they even moving us?
- Are they ever going to send confirmation?
- Why are they not here on time?
- When will they actually show up?
[UPDATE 7/7]:
Jaid reached out via e-mail to apologize for my experience. He took personal responsibility for the lack of communication, acknowledging that he was formerly a very talented mover and that moving, not business, is his expertise. I have a lot of admiration for people courageous enough to go out on their own and very much appreciate Jaid trying to resolve our lackluster experience. His team *can* move furniture. read more