"Dear [Member Name Removed] We are disappointed to receive your recent messages and review. While we take all concerns seriously, the claims of theft, property damage, and identity misuse are extremely serious, and we must respond clearly. Your move was completed by three of our most experienced and trusted movers, who worked 9.5 hours on a full pack and move. These team members have been with us for over three years, have clean background checks, and no history of complaints. They are consistently praised for their professionalism and integrity. In a text after the move, you alleged $200 was stolen from your purse, items were damaged or missing, and that someone attempted to purchase a firearm using your email. If you suspect identity theft, we strongly urge you to report it to the proper authorities. No evidence has been provided connecting these claims to our crew. We also contacted you directly to discuss your concerns, during which you demanded $6,000 in compensation—an amount unsupported by any documentation. This excessive request casts doubt on the legitimacy of the accusations. You posted a public message claiming “Movers stole money and items... broke many things... hidden costs.” This language is defamatory, especially given no concerns were raised during or immediately after the move. All charges were disclosed and approved before service—there were no hidden fees. If you have legitimate claims regarding damage or loss, please file a formal written claim for review. We are happy to investigate valid issues, but we will not respond to threats or false accusations. We stand firmly behind our team and will take appropriate steps to protect our business and employees from slander or extortion."

"Thank you for your feedback. We’d like to clarify a few important points regarding your recent move. Your move took a total of 6 hours, which included travel time between Riverside and Claremont—a 1.5-hour each way. As per standard moving industry guidelines, Double Travel time [Member Information Removed] is billable, bringing the total time to 3 hours. The remaining 3 hours were spent loading and unloading a fully packed 1-bedroom unit, with stairs at both the pickup and drop-off locations. Our crew of only two movers completed that labor-intensive work in just 1.5 hours on each end, which is both reasonable and efficient under the circumstances. There were no hidden fees or extra charges. Your rate was $129/hour for 6 hours, which totals $774.00. This amount matches exactly what was charged—there were no unexpected fees added. We understand you mentioned a piece of furniture was dropped, and we sincerely apologize for that. Please note that we have a straightforward claims process in place. All it takes is a quick call or email to us, and we will be happy to help you file a claim so we can address the issue properly. As for the tip, our crews may accept gratuities at the customer's discretion, but it is never required or expected. We appreciate your business and hope this clears up any confusion. We’re always available to assist with questions or concerns."

"We are sorry to hear about your dissatisfaction, but we must respond to your accusations with the facts of your move. There was never an agreed flat rate of $480. All of our moves operate under a non-binding, hourly rate agreement. You hired only 2 movers at $119/hour with a large 26-foot truck, and you declined our recommendation to add more movers, which would have shortened the overall time and reduced cost. You stated this was a 1-bedroom move, yet our crew completely filled a 26-foot truck, which is more commonly used for a 3–4 bedroom home. The move included a flight of stairs at pickup, and the delivery was to the 3rd floor of a building with an elevator. We worked for a total of 9 hours and 15 minutes, which included loading, unloading, and drive time. While a map may show a 36-minute drive from Burbank to Studio City, please understand that navigating in a fully loaded 26-foot truck in Los Angeles traffic takes significantly longer. Despite this, we only charged you 30 minutes for drive time—even though it actually took longer. As for the claims of damaged items, this is the first we’re hearing of it, and we encourage you to file a formal claim at any time—no questions asked. We have a simple, fair process to address and resolve any such issues. Calling our company a “scam” is not only false, it’[Member Information Removed] unfair to the hardworking team that completed your move under the conditions provided. Your total was a result of the actual hours worked and agreed hourly rate, nothing more. We remain available if you'd like to resolve this matter properly."

"We appreciate your feedback and are sorry your experience did not meet your expectations. However, we'd like to clarify key details: Scope of the Move: Your move filled a 24-foot truck—equivalent to a 4-bedroom home, making it a much larger job than described. Time & Effort: Our team worked 7.5 hours, handling challenges such as: 3rd-floor move with a long carry to the truck Shared elevator delays with other residents A flight of stairs at the destination Packing Materials: You were not charged for any packing materials—all necessary supplies were provided at no cost. Additional Requests: No extra hour was charged for moving a table from your garage; this was included in the 7.5 hours worked. Communication: While one crew member was the primary English speaker, the team ensured instructions were followed and the move was completed professionally. Follow-Up Calls: We maintain communication before and during moves, though we regret you did not receive a follow-up. We encourage customers to reach out with any concerns. We stand by the hard work of our team and our commitment to professional, transparent service. If you'd like to discuss this further, we're happy to assist. Best regards, Renee"