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  • First and foremost, my movers were great. They aren't the reason for the 2 stars. It's their office customer service person, Ronnie. Based on my experience with Ronnie, I will never ever use this company again. I got an estimate for 7 hours (for a 1 bedroom townhouse). I told Ronnie I would need them for only 4-5 hours, but Ronnie insisted on a quote for 7. Fine, whatever, its a quote/estimate. I wrote down every detail of what he told me for pricing & what was included. I even asked Ronnie if the clock started when the movers left their business. He said no. When it was time to pay, there was an additional $112 on the bill for a "Travel Fee." What is a Travel Fee? Oh, Ronnie should've told you, the movers tell me. No, he didn't. So, the 2 movers call Ronnie and tell him I said I didn't know about the additional $112 Travel Fee. The phone is handed to me to talk to Ronnie. NOT EVEN ONCE do I raise my voice OR get upset at him, I just keep telling him that he didn't inform me of the addition of the $112 Travel Fee. His response repeatedly was "I'm not going to argue with you, I know I told you." He tells me it's in my email. So, I check my email with him on the phone and there's NOTHING about a $112 Travel Fee. He tells me that it's 'built into' the estimate. Well, that's not my problem. You quoted me $112/hr. and I use what time I use, period. Great customer service, right? Well, he HANGS UP on me as I pass the phone back to our movers. They call him back and Ronnie starts talking crap about me on the phone...and we can ALL HEAR HIM! I said out loud "We can all hear you Ronnie" and our poor movers were stuck in the middle! They knew he was out of line and apologized. I was in total disbelief at the attitude of this jerk. I showed my movers the email & there was no Travel Fee listed ANYWHERE. I showed my husband also. But, really, I think the part that just irks me is that I was still nice to that jerk on the phone and he turned and was talking crap about me, because he THOUGHT we couldn't hear him. I contacted their General Manager right after that and spoke to his secretary. I was told that the GM, Jordan, would be out of town until Monday (yesterday) but she assured me I'd hear back from someone, if not Jordan directly. To date, not a word. Just the charge on my credit card. How convenient.
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