AVOID THIS COMPANY AT ALL COSTS! This is the type of shoddy business that TV shows like "Marketplace" expose to their viewers! I have actually lodged a formal complaint against them with the Better Business Bureau. Their website looks professional, with many supposedly genuine positive reviews. The initial contact person Russell seemed reasonable, although he refused to accept payment by cheque. That should have been a red flag to me—a dissatisfied customer can stop payment on a cheque but not on cash! The movers who came on day one of a small two-day move seemed pleasant, and worked steadily, and because my background is similar to theirs (Ukrainian) we could communicate clearly. However, it turned out that they packed things wrong (putting files backwards into boxes, mixing up books, etc.), dis-assembled a floor-to-ceiling bookcase incorrectly with dangerous nails left sticking out, and wrapped my bookshelves in cheap plastic tape that took the next day’s crew hours to scrape off (and it took me many more hours to remove all the remaining residue myself). The next day they showed up with too few men–only two not the three agreed upon–so the actual move took hours longer than it should have and damaged a very expensive filing cabinet that was too heavy for only two men to take down the stairs safely. They did not know how to re-assemble my bookcase (and did not even bring the proper tools with them so I had to provide them—and then one of my driver bits disappeared with them!), left the bookcase damaged and unstable, demanded that I pay them while my boxes were still on their truck, then drove off and abandoned the remaining boxes in my driveway at 11 o`clock at night. Russell never bothered to get in touch with me, even after a lengthy email, and did not provide a receipt until I demanded one. I have still not received an apology or a refund.
- Approximate cost of services:
- $1,309.45
- Company Response
Thank you, Sophia, for your feedback, however, let me remind you some important details.
1. As outlined by our contract that has been read and authorized by you, and in accordance with the estimate and booking form signed by you as well, we accept one of the following payment options: Visa, Master Card, American Express and cash. So, I don’t really understand your complaint regarding your personal check. We always notify our clients that we are sending the invoice within three business days after finishing moving.2. According to our agreement with you, on the first day we provided you with three employees to pack your office; and on the second day we sent you two movers for loading/unloading. You have asked us to come the third day to unpack your stuff AFTER we have fulfilled the conditions of the contract and received payment, i.e. post facto. Unfortunately, we had to refuse you because our employees have already been booked three weeks beforehand. After our refuse and explanation, you have demanded back half of the amount that you just paid us. To me this is nonsense.
3. The situation with forgotten boxes is probably the only truth which had been mentioned in your feedback and we do apologize for that. However, it would be nice to mention that our manager Gregory did fix this mistake and at 11 PM our workers came back to pick up those boxes and did place them into your basement.
4. Now let me reply about damages you are complaining about. Honestly, it's hard to imagine professional movers who came to the client and start to destroy everything around. Our staff is experienced, professional and licensed. Period.
5. Now about your failed, as you say, attempts to reach us.
a. During two weeks, every day we were receiving emails from you demanding to give your money back, otherwise you'll write bad reviews and complaints. We think it is a true blackmail.
b. You never called us and never responded to our calls after the move.
6. While working with you, our staff has been under continuous psychological pressure which was expressed in following:
-You gave them maximum 1-2 hours for wrapping and packing.
- You gave them maximum 2-3 hours for both loading and unloading.
- You made unsubstantiated charges to our movers for damage to your main entrance railing and were forcing them to repair it. Remember the case with sofa which was placed in the basement through the Backyard and not through the main entrance.
I could write a lot more, but I don't really think its worth. So, let me come back to my work and wish you be a little more loving toward people and life.
Sincerely,
Paul Siebert.