This review is a bit overdue, so I cannot pass on any longer to post a service evaluation on Unwind…read moreMoving, their owner Sebastian, his super Office Manager Nadene and their "fast" moving crew. The review is for 4.5 (more on that later) so it was rounded up to 5 stars for Yelp.
Ironically, if it wasn't for Yelp's Project quote process, I would have not found this business, so I am thankful for that match! Couple of things made me consider Unwind, one being that Yelp offered a guarantee as Unwind was a business marked with a badge, which made the transaction eligible for coverage up to $2,500. It was like a warranty of sort - and the reviews offered, though small in number, were mostly all positive.
My "move" was quite simple, per se. I just needed to remove a french-door refrigerator from a 5x15 storage unit and move it to a location. The tricky part was, it was packed away all the way inside the unit, so most of the items stored needed to be moved out. So during the Project quote process, I specifically wrote these details, hoping for a flat rate type of moving and not an hourly.
To my surprise, the first mover I wanted came back with an astronomical quote of over $1300 (for a 3 person at 4 hours minimum) - a cost of a refrigerator! And other quotes were not promising either as they ranged from $1000 to $1800 - just for a refrigerator move! Unwind came with the first flat rate response of $375 - which felt like a steal - with 2 men and 3 hours, which sounded very reasonable!
The conversation to process the move with Nadene was exceptional! She was on top of the scheduling, the move negotiation and details, and even getting COI (Certificate of Insurance) within hours of our conversation - nothing but impressive! Nadene was friendly and articulate, was such a pleasure to work with. She went through the details of the move and we made a decision to meet the next evening to complete the work.
So why then 4.5 and not a full 5-star rating? Well, there was a hiccup during the moving process that could have been avoided. First, I went an hour ahead of our scheduled time at 5PM on the day of the moving to get started on the removal of the stored boxes to pave the way to the fridge. I had thought we would be done by 6, or 6:30PM latest and not having eaten lunch earlier, I thought I can 'survive' until then.
Unfortunately, the prior moving job went over-time. My move kept getting pushed back. First to 6PM. Then to almost 7PM by the time they arrived at the storage. I was not doing well physically while waiting, I was also upset that the time management was not executed well. Nadene was upset also - the previous job did not disclose certain other item that they decided to add while they were already in the moving progress.
She apologized for the complication, and this is where they earned my respect - first as a client and second as a small business owner.
Nadene informed me that the owner - Sebastian - was unhappy with the outcome of my move because it was substandard for his business. He was now going to join his two men to facilitate a faster move, promising that they will get the work done as efficiently and promptly once they arrived.
By the time they arrived, about 1/3 of the storage was out of the unit, they went to work straight away once arrived. Nadene knew of my situation (I attempted to order UberEats as I waited for the team, but the delivery driver got a flat tire on the way, and they cancelled the order!!). She felt awful about it, offered to go pick up something to eat but by this time, I was so exhausted and wanted to get it going so I declined. Nadene showed her concerns throughout the evening.
Then as the fridge was finally out of the dungeon that is my storage unit, the team was quick to put all the other items back into the unit. Once they were complete, Sebastian went one step further and made an executive business decision to offer me such an exceptional resolve to make up for all the complications this move had caused. What was offered (not revealing it!) impressed me so much that he promptly won my future moving business. It also succeeded in retaining my word-of-mouth promotions I often offer for products and services (I've done campaigns for Samsung, LG...).
Caesar & Wallace were left to deliver the fridge and they patiently moved in the new fridge and even moved the old one to place it in a designated area, as requested. They also took the time to install the water line to the ice maker part of the new fridge, to complete the work in a timely manner. They deserved every bit of the $100 tip they received!
Unwind Moving lived up to the positive reviews they have been receiving, the hiccup only becoming a distant memory to the quality of service and Sebastian's business ethics. I can confidently say, Nadene will take excellent care of you, otherwise, Sebastian will step above and beyond to show that his clients are his full responsibility!