BR-MOVERS

My husband and I have used BR Movers 4 times in the past 8 years, largely because each time we were incredibly please with the price, professionalism, and quality of service. Unfortunately, this most recent move was quite the opposite. Two dining room chairs were damaged, one smashed even after I told the driver, Ron, that they needed to be most careful with our dining room set as it was one of the most valuable items in our house. In addition, an invaluable painting had the glass shattered in the move. While Ron attempted to work with us to get the items fixed, it is clear that the chair that was shattered needs to be replaced. Meanwhile, the other two items have been with Ron for more than two months, and despite numerous attempts to reach out and learn the status, I have struggled to get anyone on the phone. Two weeks ago, Ron called to say he would be delivering the items that Saturday, and we sat around all day waiting for him only to have no one show up. When I was finally able to get his brother on the phone this week, he was incredibly rude, unable to answer any questions on the status of my items or when they would be delivered. He DID ask if I had filled out a claims form, which I have not as Ron told me I didn't need to while he attempted to get our items repaired. He then told me he was waiting on the shop to finish repairing the painting. When I asked how that was possible when Ron told me two weeks ago they were ready to be delivered, he asked me what I wanted him to say and if I wanted him to lie to me. I informed him I did not, but that I did expect answers nearly three months after my move and I believed he was lying to me, given the disparity in information I was receiving and the fact that I still did not have my belongings. His response was to hang up the phone on me. I have since scoured the website looking for the claims form and a process for submitting it without luck. I am incredibly disappointed by the customer service, lack of urgency in getting priceless family heirlooms fixed, poor communication, and the experience in getting this dealt with. Frankly, I understand sometime something might break in a big move, but I expect it to be addressed swiftly, professionally, and apologetically. This has been the farthest from our experience with BR Movers. We will not be using them again and will cease referring friends to them. Unfortunately, we are only a few weeks from involving attorneys to get the entire situation straightened out. I hope they are able to resolve it before then, for all our sanity.

I hired this company again after using them approximately 2 years ago. At that time, I was not aware of their 'all inclusive' move option where there is no extra charge for packing materials, etc. I was reasonably satisfied with their service in 2012 so used them again for this move. In 2012 I was not satisfied with paying for paper, tape, plastic wrap, etc so made sure I chose the all inclusive pricing. The quote we received was for 3 men for 3 hours plus 1 hour travel time. My wife and I had moved the majority of our household items prior to them arriving. Only the things we could not carry ourselves or ran out of time packing were left. This included a couch, 2 recliners, a large flat screen TV, various electronic equipment, mattress/box spring, and most of the kitchen. We were moving from a 3 bedroom house, but the amount of stuff to move was more like a 1 bedroom apartment. They showed up with 3 guys 1 1/2 hours late. The moving supervisor surveyed the items to be moved and had me sign the papers to get started. One of the papers was the estimate which had increased by over $100 from the original estimate. He said that the company had made a mistake in calculating the travel time and that he had to add an hour to that total. I refused to sign and called the customer service number and a direct number to the person who had coordinated my move. Neither number was answered. We waited while I kept trying all numbers until it was finally answered about 30 minutes later. The customer service rep talked to the moving supervisor and the charges were removed. They were relatively fast in packing everything and getting it loaded on the truck, but we were not able to watch all of them all of the time. We just had them deposit the boxes in one central location at our new house so we could go through them gradually and put everything away where we wanted it. It was only when we started unpacking that we realized their 'all inclusive' pricing keeps you from paying for the packing materials separately, but it also means minimal packing materials were used. Very few items were damaged - mostly picture frames that had glass broken - but the potential damage was huge. Crystal drinking glasses unwrapped in the same box as electronic equipment; fragile dishware separated from the playstation by only a thin piece of paper, and everything loose in the box. I have not made a claim with the company yet for the damages, but do not expect much.