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| - I have had 2 moves with this company and 2 completely different experiences.
My first move was from one apartment to another, within the same community and both 1st floors. The 2 gentlemen they sent were professional and efficient. Great experience and is why I booked them for our second move. 5 stars for this move.
My second move was not nearly as positive. When I booked my move, I made sure that I over accounted for items; I didn't want to be someone who said they only had 10 boxes when they had 50, ya know. They quoted me 3 guys and 5 hours, which seemed very reasonable considering my last move was from a 2 story home with the exact same furniture, boxes, etc. and the other company was able to do it in less than 5 hours. My total move took 7 hours and 45 minutes (including 30 minutes drive time). Here's a list of things that went wrong:
* I over accounted for my household items. I wanted to make sure that I didn't leave anything out. They couldn't fit all of our stuff in their truck and I was told that they needed to make 2 trips. I confirmed with the gentleman in charge of my move that they did have a bigger truck in their fleet.
* The gentleman in charge of taking apart and putting my kids' beds together didn't know what he was doing and didn't bring tools. I received a call asking if I had any they could borrow mine because they "didn't bring the right size Allen wrench". They used all of my tools, left them out and all over my floor when they were done, and stripped 1/2 the screws for the baby's crib and all of the screws for my daughters' beds. Additionally, he started taking screws out of the girls' beds and left them in the carpet in our apartment, as well as our house. I vacuumed up 2 and pick up an additional 3, when cleaning our apartment; my husband found 4 more in the carpet at the new house.
* They couldn't get my table through the front door of the house and instead of taking it apart, attempted to push it through damaging the table. Again, lack of tools and knowledge.
* The only items brought into the house were furniture; all boxes were unloaded into the garage. No problem except the overage in time. There's no possible way that it took them 3 hours to do that.
* Before I had left our apartment, I was sure to let one of the guys know that our guest toilet was not working and that if they needed to use the restroom, they would need to use the master. I removed toilet paper from the guest and made sure to put some in the master. Well, one of the three used the toilet and didn't let me know. So, 3 days later when I went back to clean, I found 3 day old feces and paper towels in the guest toilet.
I called and got info on how to file a claim, was sent the email, and sent in photos. I was contacted and they told me that they would have someone out to repair the table. I was asked about the stripped screws and let them know my husband had purchased new screws and a removal tool but we don't have the receipt so there's no compensation.
I received a secondary email from a gentleman named David. He responded to my email claim. I was told that when the movers take apart beds that there's no guarantee they won't strip screws, that the truck the guys brought was their biggest, and that my stuff should've filled 3/4 of the truck. I let him know that Dylan had told me there were bigger trucks; David let me know that the only trucks that were bigger would be their cross country trucks. I asked if he was going to address the feces in the toilet, he let me know he was sorry and that gentleman no longer works for the company. I was then told that the move went longer because the girls beds had stripped screws and the guy was having a hard time getting them apart to put on the truck. I let David know that his guys had moved those same beds in May of this year with no issue. So, I have a guy who has no tools and doesn't know what he's doing and I'm paying extra for that. I do not agree. I asked for reimbursement for the 2 extra hours, over the quoted time back, and was told that I the best they could do was 1 hour. Again, the overage was not our fault. They were given all of the information they needed to move us in the time quoted, it was done before with 2 guys, but it's still not their fault. I let David know that I had been referring my residents and prospects (I work in multifamily housing) and that I was really disappointed by the experience; I also let him know that I would not be referring anyone else. He responded back that he would give 1.5 hours AND 10% off my next move. Not acceptable.
Overall, it doesn't matter if you over quote your items, just don't leave the guys alone. OR, don't use this company.
I typically use Topline Movers and should've done so for this move.
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