1 Star - $1,110 for Delays, Damage, and Zero Accountability…read more
I rarely leave negative reviews, but after giving this company multiple chances to make things right, I feel obligated to share my experience.
I paid $1,110 for a local move, and it was one of the worst customer service experiences I've ever had.
The problems started before the move even began. I booked my move for 9:00 AM, but there was confusion about the scheduled date. I actually had to text the company to remind them that my move was scheduled for the following day because they appeared to have the wrong date. Then, on the actual moving day, I received a text at 8:53 AM saying they were on the way, but they didn't ask me to meet them until around 9:40 AM. If I book a 9:00 AM move, I expect the crew to be ready to start at 9:00 AM.
Once the move started, things didn't get any better.
I clearly explained what needed to be moved and what needed to stay. My boxes were labeled, and I walked the crew through which rooms needed to be emptied. Despite that, I repeatedly had to point out items they were leaving behind. They were even going to leave furniture in my children's room after being told everything in the room needed to go.
The move took over six hours despite the fact that I did not have a large amount of furniture or belongings. Throughout the day there were periods where nothing was being moved, and I would look outside and see crew members on their phones.
When unloading, boxes were placed in random rooms despite being clearly labeled. My indoor rugs were left outside on the patio. Boxes were left scattered throughout my garage until I asked that they be stacked properly so I could actually park my car. As the crew was preparing to leave, I discovered they had left my sound bar sitting on the garage floor.
The most frustrating issue was the damage to my apartment. While moving my desk, the crew scratched my floor. When I pointed it out, I was immediately told the damage was already there. It wasn't. Before moving in, I completed a walkthrough with apartment management and documented the condition of the apartment. I know exactly what damage existed beforehand and what occurred during the move.
What made the situation worse was feeling completely dismissed. Instead of taking responsibility, I was repeatedly told things I witnessed happening either didn't happen or weren't their fault. Standing there while three men denied damage I watched occur in real time was incredibly frustrating and unprofessional.
The next day, one of the movers called me and informed me they had left two boards from my son's bunk bed on the truck. Apparently, the plan was to simply drop them off.
The problem was that Johnny, who appeared to be supervising the crew, had already spent more than two hours assembling the bunk bed incorrectly. Not only was it missing pieces, but it was put together wrong. There was no indication they intended to return and fix their work.
After I contacted the office, Sam sent another employee named Jeff to my apartment. Jeff was professional, apologetic, and honestly the only bright spot in this entire experience. He immediately confirmed that the bunk bed had been assembled incorrectly, fixed it properly, and took photos of the damage.
Jeff also told me he was surprised a crew of three took over six hours to complete my move and stated that, based on the amount of belongings I had, a crew of two could have completed it in roughly four hours. Hearing that from another employee confirmed what I had already suspected throughout the day.
One of the original movers later texted me and said, "Every mess up was my fault. I'll make sure to fix it." That acknowledgment alone tells me I wasn't imagining the issues I experienced.
Unfortunately, despite all of this, the company never made a meaningful effort to resolve the situation.
After Jeff fixed the bed, I called the office three separate times to discuss the damages, the excessive time spent on the move, and possible compensation or resolution. I received no meaningful follow-up, no accountability, and no attempt to make things right.
Mistakes happen. What separates a good company from a bad company is how they handle those mistakes. In my case, the response was denial, excuses, and silence.
For $1,110, I expected professionalism, communication, efficiency, and accountability. Instead, I was left with damages, unfinished work, wasted time, and a company that stopped responding once they had my money.
Based on my experience, I would strongly recommend looking elsewhere for your moving needs.