My husband and I recently moved to another city and used The Move Caddies. They sent us 3 movers instead of 2 and brought a 26 foot truck. We had only one living room set, one bedroom set, a small office, and household and garage items to move. We took them through every room and showed them under the steps also, and the garage items we wanted moved. They worked hard, and were very polite. I treated them with utmost respect the entire time, offering them waters, snacks, etc. But as they neared completion, I pointed out they had forgotten the boxes under the steps. They fit those items in while we cleaned inside. Once we returned to the garage, we noted they had closed the truck, ready to leave. However, there were still items in the garage they had not loaded. They apologized, and reopened the truck overhead door, but said they couldn't get everything in. Seeing the truck was only 2/3 full (they hadn't loaded to the ceiling) we were frustrated, and they left with a small load left in our garage.
I called the owner, Dean, a few days later as we'd had to leave town right after the crew had made the delivery. I explained the situation clearly and specifically noted the crew had forgotten to load all the items we had pointed out. We didn't feel the burden should be on us to drive 90 minutes to pick up the last items, and asked if he could have a small truck pick up the remaining items and deliver (at their convenience). He said, "For free?" I said, "No, we've already paid for the job but it wasn't completed." He said he's never had this request before and he didn't appear interested in considering the request. He said he was a part owner of the company, so I suggested that he might care about his reviews and want to make the situation right. He surprised me when he said, "We get a lot of bad reviews." I said, "You do?" He said, "Yes, we do a lot of business." implying with that much volume comes bad reviews also. Regardless, I suggested he'd want to make this right and and I asked him to give it some thought and call me back the next day.
He left me a voice mail two days later, saying it "was an easy decision." He said it was apparent I was "trying to take advantage" of the company.
I was flabbergasted. He also said they gave us three men instead of two men (which we did not ask for). , We paid for two men which was appropriate for the size of the job. The truck had AMPLE space left to accommodate the items that were left, but given the men had already packed loosely and could not fit the rest in. The pile left could have easily fit into a small pick-up truck. Dean implied that giving us 3 men vs 2 negated the need to come back to get the remaining items. As if we already had been given a favor.
Therefore, he put the burden back on us. I was insulted by his unprofessionalism, failing to consider the logic in our request, and actually telling us we were "trying to take advantage" of them. We have never had a moving company owner treat us like this. In fact a few years ago, one owner we'd previously used actually used his own truck to deliver a few items that the movers did not fit in their truck. He was professional, very pleasant and reasonable and was happy to finish what his movers did not. And that instance was a larger than this job. I was happy to leave a good review.
So, while the Move Caddies movers worked hard, I could not recommend them again due to the outcome and the owner's attitude, knowing the issue was the fault of the movers' foregetfulness. Dean refused to take accountability and resolve the situation. read more
