We selected this company based on its strong reviews, but unfortunately our experience was…read moredisappointing and did not match our expectations.
The first issue was communication. We repeatedly explained that this move involved two separate households moving into one apartment, yet communication was often sent to only one party instead of both of us. This created confusion and required us to repeatedly follow up to ensure everyone had the same information.
We also scheduled a specific time for packing bins to be delivered, but they arrived approximately 90 minutes late with very little communication about the delay.
On moving day, there were some positives. The crew arrived at the first house exactly on time, padded the walls, handled belongings carefully, and were professional and courteous. Unfortunately, the experience became inconsistent after that.
At the second house, walls were not padded, belongings were handled less carefully, and some items that were supposed to be moved were left behind, which caused us to go abcj and move things ourselves after we paid for a service. At the second home there was a hole left behind that i can asure you was not there prior to the move. The crew also spent approximately 60 minutes trying to fit everything into the truck and trailer, time for which we were billed. Given that we had clearly communicated the scope of the move in advance, we expected better planning.
When the crew arrived at our new apartment, walls again were not protected. Scuffs and damage were left behind, including holes and marks that were not present beforehand. We also noticed a significant change in demeanor compared to the professionalism shown at the first house.
We attempted to help by explaining the easiest route to reach our apartment, but those instructions were ignored. The crew became lost and spent roughly 20 additional minutes trying to locate the unit. I ultimately had to guide them myself to avoid further delays, all while we were still being billed for the time.
Another concern was efficiency. At one point, a crew member asked whether he should begin unloading, and the supervisor instructed him to wait rather than start working. By the time unloading began, it often felt as though only one person was actively moving items while others were standing by.
The move was originally estimated at 4-5 hours but ultimately took approximately 7 hours. While unexpected delays can happen, many of the delays appeared to stem from poor planning, lack of preparation, and inefficiencies that were outside of our control.
We were also surprised to see a trailer fee added to our final bill. Although this fee may have been referenced on the company website, it was not included in the contract we signed, so we were not expecting the additional charge.
After the move, we scheduled a pickup for the bins. To their credit, they arrived on time. However, the owner, Vincent, did not greet us, make eye contact, or acknowledge us when he arrived. Despite us saying good morning, there was no response. The interaction felt unnecessarily cold and unprofessional. One of the employees accompanying him was very kind and courteous, which we appreciated.
Finally, the crew left behind a large amount of their own packing and moving debris in an area we had designated for our household trash. They did not ask permission and did not remove it themselves, leaving us responsible for disposing of it.
Overall, there were a few positive aspects of our experience, particularly the punctual arrival, the providing of bins to pack and careful work at the first house. However, the ongoing communication issues, inconsistent handling of property, unexpected charges, property damage, inefficiencies that increased our bill, and lack of professionalism ultimately left us feeling very disappointed with the service we received. I would not recommend their services to my friends or family if they sought professional movers.
