EXTREMELY disappointed in the service from Piano Movers Extraordinaire. I have used them in the past before and have had a great experience, however moving my piano from my old house in Prior Lake to my new house in Savage was a nightmare.
I did the online quote system on their website (you input the required information and they email you with a quote). They emailed me back for with a quote for a reasonable price, so I called to schedule the move. Once I called to schedule the move, the lady who answered the phone told me that the move would be more than double because of what I needed. I told her I was quoted for significantly less, and that I said exactly what I needed online for the quote. Her response was "I'm sorry, I didn't read what you needed, I'm sorry I had a busy day." I was upset, but gave her the benefit of the doubt because of the previous experiences I had with the company and NEEDED my piano moved. She told me the day the movers would come to pick up the piano, and that the movers would call me the night before to give me a timeframe of when they would come.
Because Piano Movers Extraordinaire only operates in the south west metro one day out of the week, they had to pick up my piano one day, store it for a week and drop it off at our new home a week later (this also was partly because we were closing on our old home one day, and could not get into our new home until the next day). I agreed to have them pick up the piano on a Tuesday, and then drop it off at our new home the following week.
Monday evening (the night before the move) came and went with no phone call telling me when my piano would get picked up. I called them and no one answered. Tuesday morning I get a call from a driver telling me they are 10 minutes away from my house (good thing my husband worked from home that day, or no one would have been able to let them in, since no one called to tell me when they were coming). They picked up the piano and left.
One week came and went and I never received a voicemail from them telling me when they were going to deliver my piano. I called back, and left a message. A WEEK later I get a voicemail back from them telling me they want to know when they can deliver the piano. I call them back and the lady had no idea who I was and wanted my address and phone number (at this point I was fuming, but kept my cool). I gave her my new address and phone number (which was the 2nd time I'd given her my info) and she told me the day they could come...unfortunately I had a lot of business meetings to attend that day and could not be home for the delivery. They told me they could come on a Saturday...I said GREAT! Let me know when you can come! The lady told me she would call me back shortly to confirm if there would be room on the truck for my piano. Once again I NEVER received a call back!!!!
One week later I called them back and said "you were supposed to call me back last week about a Saturday delivery for my piano, and no one called me back." The woman's response was "Oh, I suppose I forgot to call you back." At this point, I'm so upset I can barely talk, so I was very short with her. Then to top things off she has to ask AGAIN for my phone number and address because she can't remember where she put it (ARE YOU KIDDING ME?!!?). So, once again, I give her the information that I had ALREADY given to her. She gives me the day that they can deliver the following week...at this point I just wanted my piano, and just cleared my work schedule to make it work (another downfall of this company, they cannot tell you a timeframe until the night before delivery...which is really inconvenient for most people, because most people have demanding jobs and need to know their schedules well in advance. They really should have more consideration for their customers). So she says they can deliver on a Thursday, and asks me (AGAIN) how many stairs and tight turns in the house. After I tell her, she tells me "oh that's not going to work because someone pulled a muscle and they can't do stairs, we'll have to reschedule." She could tell I was upset and then said not to worry about it and that we could keep the move as scheduled and they would make it work (FINALLY doing something in the client's best interest).
So now I'm sitting here, the night before they are supposed to deliver, waiting for their phone call to tell me the 2 hour timeframe of when they will be here tomorrow. I don't have much faith in them, and will be shocked if they end up delivering the right piano. If I for one day performed my job as crappy as the lady at this place, I would have lost my job a long time ago. She's clearly very disorganized. I don't care how busy you are, we're all busy. But we all still do our jobs correctly and don't just forget to call people back, or lose their information when they are PAYING customers....especially when the customers are paying hundreds of dollars for the service. read more
