UPDATE: The company has contacted me and we came to a mutually agreeable resolution.
I hired Let’s Get Moving for Saturday November 28, 2020.
The agreement states that they would provide PROFESSIONAL MOVERS. The salesperson made a point to tell me over the phone "we only hire professional movers" and "we'll send you our best guys"
What they sent me was a guy in IT and a kid working his very first day at his very first job.
The IT guy came up to the unit and repeatedly pointed to furniture asking (with a shocked expression) ]“Is this going” "what about this?" so finally I just said “dude, I’m moving out. Everything is going. All the furniture”. He then told me that his truck was not big enough and that I should have ordered a bigger truck.
I explained to him that’s not how it worked. The salesperson asked me how many bedrooms and assessed the size of the truck.
- My friend looked at the truck and said it was the right size. At this point I’m a little concerned so I called the office and spoke to Nick who told me he would call the driver and figure out what was going on. I never heard back from him after that.
The movers arrived with no Wardrobe Boxes (which I was assured was part of my rental and included in the service agreement) so I had to run out and purchase more boxes and pack up my clothes that were on hangers.
I had ordered a TV bag for $9.99 which was also missing. The movers did not have tools. The movers did NOT disassemble anything...something that is also in the service agreement. He looked at the bed and told me he didn’t know how to do it. Me and my friend disassembled the bunk beds and my queen bed.
They had NO idea how to get the furniture out the door. My friend stepped in and removed the legs from the couch and guided them out the door.
I had the service elevator booked from 3pm-6pm. Someone else had it booked at 6pm and your team totally messed up their moving time.
We have a huge service elevator but they needed 4 hours and inexplicably packed into the truck in such an inefficient way:
Almost everything is damaged in some way; ripped, chipped, dinged.
I called and left your office a voicemail (office was closed) I was in tears at this point. My entire storage locker had not been touched and there was still 2 tables, a side table, steamer, kids bikes and the frames for the bunk beds left to be moved and I have to be out of this place.
Getting into the new condo was easier because at this point my friend Mike just took charge and directed them. They appeared to be relieved to have someone telling them how to do things. Mike literally moved 80% of it once we got here and if he hadn’t they would have been here until midnight.
When it was time to pay, your “manager” instructed them to offer me a 1 hour discount. Cute.
The only reason I paid you was because I do not believe any of this was the movers fault. They should never have been put in this situation to begin with. They were in over their heads and exhausted so I paid your bill in cash as I was planning and told them I was going to take it up with the office.
I spent the next morning on the phone for 4 hours trying to book a truck. I spoke with someone at your customer service named Cedric (sp) who assured me he was taking notes and opening a case for adjudication.
I still need to move everything that was left and he offered to send me more movers which I’ve declined because I simply don’t trust you guys. I asked if he could send a truck with a driver - He told me he was arranging it and would call me by 3pm that day (Sunday Nov 29) to confirm.
I never got a call.
Oh but I did get a call from your team that night - to ask me to give you a 5 star review on google.
Hilarious.
So I called this morning and spoke to Nick. Nick has now informed me that the only way to open a case file is for me to send you an email outline everything that I’ve told you repeatedly.
Still, no one followed up with me, I had to call in and I was informed that they understand and want to make things right - by reimbursing me an additional hour.
I am not even close to being satisfied with that.
I had to book a U-haul on the last day of the month, take a day off work and move my storage locker and the rest of the items they left behind.
This has been the worst experience with any business that I have EVER had. This is like the never ending bad customer service experience and I just want this to be dealt with so I can move on with my life.
These guys left me hanging with absolutely NO care or concern or appropriate resolution.
