Hogan Transfer & Storage Corp

Many parts of my move went extremely well. The associates who set up the move, were my contacts during the move, and were handling the logistics of loading were very professional and responsive. The two people who came to pack our belongings did a thorough, good job. The loading itself was a train wreck. There were a handful of missteps regarding execution and management of expectations on loading day. A few of our belongings were mishandled, and came out of the truck damaged at the destination. Fortunately, very important articles made it through the move well.

Their estimate was off by thousands of dollars, things were damaged and they didn't even finish the job. The resolution was not satisfactory. I was not happy with their service. They were not willing to work it out.

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I hired Hogan's Mayflower  for the FULL-PACK -transfer and storage service
a) because of realtor & Angie's list referral
b) because of lowest of 3 bids for interstate move , transfer & storage
c) the estimator promising flexibility & working within my time frame
d) Mayflower's long standing business life and reputation.
Re Truck Weight tickets:  Rank F
I had read ANGIE'S TIMELY April 2015 magazine that The Dept of Transportation [D.O.T] gave customer's rights to be present at the PRE-LOAD Truck weighing and the POST-LOAD Truck weighing. 
Before signing the contract, I requested to be present at the weighing. I was firmly told by the estimator that while that was my right--- the driver also had rights to weigh the truck at any stop and that weight stop could be 100 miles away on way to say Chicago. That I was welcome to drive to Illinois and be present at the weighings.
Having no options with that statement  & as I was on a time crunch- I requested weight certificates of PRE & POST LOAD truck weights.
I received 2 POST-LOAD Truck load weight tickets w/ 2 different post load weights leading me to question the veracity of the weights & the site where the Truck was weighed. on 5/7 The move coordinator lady posited that the Truck was weighed at their office DOT certified weigh station.
Hogan's MAYFLOWER ignored my D.O.T. rights and only upon repeated insistence gave me certificates from their OWN OFFICE weight certificates, despite my request to be present at the Truck weighings.
Re: The Packing-Labelling, Transfer, Storage  process
I was only outlined by estimator that items would be labelled " For House" and "For Storage" based on my direction.
I requested a FULL-PACK. The 4 MEMBER Packing crew & Unpacking crew WORKED HARD BUT NOT SMART. They packed everything that was not nailed down. BUT THE boxes were not labelled w/ description of contents so UNPACKING HAS been extremely stressful.
Again the Booklet HOGAN MAYFLOWER provided requests a family member to be present & oversee the packing & unpacking. With only myself present at the packing it was humanly impossible & stressful to oversee 4 member packing crew in 4 different rooms at the same time & a driver who had to tag items for home & storage.
Re: Paper-work. The driver was from a sister-agency. He was not familiar w/ Hogan's system of paper-work and had to be coached by one of the senior packers as to what a BILL OF LADING looked like. I had to insist on it as I had been oriented by the estimator to expect that paper.
The driver proceeded to have me walk around to delineate & sticker-label items for Home [ orange numbered sticker], items for storage [blue numbered sticker].
 
UN-PACKING--- MORE STRESSFUL THAN PACKING
The crew arrived at 9am ---an hour late but had called to inform me of delay.
In the pre-move period after signing the contract and before move date, at the telephone orientation despite being specifically informed  by the move co-ordinator that all furniture disassembled to enable the Truck move would be re-assembled  at destination, the driver & unpacking crew moved the furniture to the designated areas in the home BUT " THEY DID NOT RE-ASSEMBLE FURNITURE ITEMS THEY HAD DISASSEMBLED  specifically- the dresser-mirror, the book cases- shelves, the computer desk, the glass cocktail table, the curio cabinet w/ glass shelves.
These problems were partly because of improper labelling for example1) the boxed shelves had been packed separately from the bookcases but had not been labelled 2) the glass shelves of the curio cabinet were packed w/ valuables and not labelled.
 The unpackers had me cross off the ORANGE STICKER items at the house.
STORAGE 1-2;45pm:- FELT EXTREMELY RUSHED Most stressful-  no LUNCH BREAK taken BY DRIVER FOR HIMSELF OR CREW--- The chosen storage area asked me to have Hogan Mayflower estimate the space I needed for storage.  I was e-mailed by estimator to book a 10x10ft area.  W/ the possibility of more overflow items from a blended family situation, I booked a 10x15ft storage area w/ the back-up provision for a 10x20ft storage space if deemed necessary by the driver and unpacking crew.
The driver & 2 member unpacking crew were accompanied to pre-view & approved the 10x15 space in storage area for both the overflow & pre-designated items for storage. While I was signing the storage area contract, the crew had already started unloading w/o my presence-- worked hard, fast, furiously, DISORGANIZED and AGAIN NOT SMART. When I arrived 1/3 the storage space had been already stacked & packed. When I kept asking where the packed garage shelving was to stack my book & paper boxes for easy access--- I was told politely that they knew what they were doing.

The LONG-AND SHORT of this phase---- I have little to no easy access for necessary business papers in STORAGE AND WILL HAVE TO HIRE LOCALS TO ASSIST IN RE-ARRANGING ITEMS IN STORAGE and have had to solicit assistance in re-assembly of  disassembled large furniture items.
The unpacking 2 member crew & driver were in a great rush--- did not make provision for lunch--- I almost passed out [breakfast at 7am- anticipating an earlier than 9am arrival] and had to sit down .

COMPLAINT:
When I e-mailed my grievances of poor service not commensurate w/ charges--- complete w/ photographs of the disassembled furniture [ I.E. mirror sitting side-by side next to dresser]  etc to the estimator---I DID NOT GET A RESOLUTION.
TO TOP IT ALL--- The most outrageous part was that although I had not been given the BLUE STICKER sheet to cross off received items IN STORAGE---The driver pressured me w/ some intimidatory LANGUAGE that I needed to sign the papers--- " It is all there. You won't find anything missing. Although I am not paid hourly, ou need to get this signed. I need to get out of here. sign this NOW". I called  the estimator in Indianapolis at the highhanded manner of the driver--- but the estimator offered no assistance or solutions and I was forced to sign a paper that I could not confirm receipt of items.
On 5/6-- I then called the national Mayflower telephone number complaining about this whole process, spoke w/ a lady who said she would investigate but that I needed to also speak w/ the Hogan move coordinator.
I called the move coordinator who said that they would not address the storage issue but that she would call their insurance adjustor for reimbursing me for un-assembled furniture items.
On 5/12--- Not having heard back, I called the move coordinator again who explained that the lady at the National Office and their office management had exchanged info back and forth and accepted the driver's explanation that the furniture was left disassembled because for example- " I had directed that the mirror be sent to storage while the dresser was to be in the house!!!!"  This despite timely photographs being e-mailed to the estimator prior to this OUTRAGEOUS STATEMENT. The move coordinator stated that it was her understanding that the lady from the National Office had talked to me over the weekend when I had been unavailable because of another family emergency out of state. I later found out that the National Office lady had left me a voice mail message that she had completed her investigation & was unable to substantiate my grievances and to continue to work w/ Hogan Transfer &

They did a good job. We had a few damaged pieces.  The movers stated no problem they would send someone to assess.  The company sent a 6-8 page form with no way to know the information so I did not follow through with the paperwork.

Hogan had done a previous move for us from New Jersey to the Indianapolis area and did an excellent job that time.  Though slightly more expensive, their price quote was reasonable and we wanted to use their services again because of the quality of work on the first move.
Initial responses were good and the movers showed up on time the day of the move.  We had planned to move some items ourselves to save some money and had separated out what the movers were to move.  The movers loaded the truck so quickly (even including a short, well earned break) that we had them move extra items for us because we were ahead of schedule, which meant lower than expected cost.
They arrived at the new house about when expected and immediately began unloading.  Unfortunately, the few problems we had occurred at this stage.  A few items were broken, due mostly to honest mistakes.  The movers owned up to the damage immediately (though I was present when it occurred, so it would have been hard for them not to) and told me to file a claim.  At the end of the day, they calculated what I owed and I paid them.  However, I discovered after they left that they had overcharged me by about a half hour's labor.
Filing the claim had some delays because of slow response at Hogan's office.  I repeatedly asked for a refund of the half hour labor, which was never specifically addressed and, in my opinion, ignored.  However, Hogan did reimburse us for the damage per the contractual requirements and we were satisfied with that.
I would definitely consider using them again if needed, but would also check for competitive bids from reputable companies.

It all went beautifully!  Five men packed up our 9 house and large basement in a timely manner, and took no breaks!

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Great service from the start of Doug Stahly giving me an in home estimate. He carefully explained the different options to do an apartment sive move to the west coast. He was very patience when I changed my mind a few times on one versus two containers. He took a lot of time to explain the pros and cons of moving  bed and sofa, which would add a second container. His matter of fact analysis of my options made the move very easy. He clearly was looking out for what would best fit my needs and not trying to sell additional moving options.  In the end I decided to move it all in two containers and it was a great decision. 
Once the move details were decided on Liz took over. She was attentive and very very helpful. We were in an unusual situation of having the containers picked up before we knew where the final destination was.  Liz not only kept up to date on our plans but when we found an apartment early was able to schedule the Washington movers three days early!!  Amazing feat as we were on a cross country road trip and had limited internet. Liz also checked back after the containers were picked up and after the containers were delivered. Her attention to detail was incredible.
The move teams on both sides were very professional and helpful. Everything came through perfect. Both teams were there at the exact time they said they would arrive and were very careful when moving. cardboard and plastic were put down on carpets and wood floors and large items were carefully moved through doorways. The bed was assembled and everything moved to the exact spot we wanted.
I cannot recommend Mayflower enough. Outstanding job and I will use them again when we move and when my other daughter moves. 
On top of the amazing service they were the nicest, most helpful and cheapest to do the type of move we were looking for. I talked with 4-5 other moving companies and no one came close to the service and detail that Mayflower provided. Many did not even want to do an in home quote. Without Doug coming out personally I would not have been able to make the decisions I did to make the move stress free.  Mayflower gave personal service for a very reasonable price. It was worth every penny.

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The household moves themselves went fine.  The movers were timely, friendly, and professional.  Unfortunately, there was some damage to the structure on both moves and that's where the problems began and continue. 
For the Carmel move, we moved into a townhome.  There is damage to the woodwork around one of the doors.  Claim forms were completed and returned to Hogan in mid-April.  Not once has anyone contacted us to discuss the damage or arrange an inspection.  We have called Hogan numerous times.  They don't return phone calls and there has been absolutely no follow-up on their end. 
For the Charleston, SC move, there is damage to the front steps of the home.  Again, claim forms were submitted in mid-April.  No follow-up and no phone calls from their end...even though we called several times to discuss.  In late May, I called the Operations Manager and explained the problem.  He blamed the lady who processes claims for the delay.  Ironically, when you speak to her, she blames the Ops Manager who isn't responding to her inquiries.  At the end of our phone conversation, the Ops Manager said he would look into the situation and call me back.  He never called but we did receive a call the next day from a local person in Charleston who was assigned to inspect the damage.  The inspection took place several days later followed by a contractor that he sent who was to provide an estimate.  Three weeks later, we still had not received an estimate. I contacted the inspector who gave me the contact information for the contractor.  Personally contacted the contractor who sent an estimate the next day.  Throughout the process, I have requested a copy of the estimate be provided to me.  I have worked in insurance for over 35 years so I know the customer is entitled to a copy of any estimates and the customer ultimately makes the final selection on which contractor performs the work.  Two days ago, I emailed the inspector and Hogan Transfer for a copy of the estimate.  The inspector responded promptly and stated he was following instructions from Hogan to only provide the estimate to them.  In typical fashion, two days have passed and it has been only silence from Hogan...no reply to my email and no phone call. 
I am in the process of obtaining a second estimate which I will then forward to Hogan.  I don't mind getting the esimates but their  customer service with the follow-up part of setting the damage they caused has been extremely poor.

They arrived on time.started right in packing as they asked me insturctions..no time was wasted..wrapped my furniture that I took..took about 5 hrs.. gave me the estimate of time it wou ld take to get to my new destination.was here at my new destination in very good time...well within the estimated time.....called me..unpacked some of the things I needed at my daugthers house for I paied for 2 drop offs...then we went to the storage unit...took about 2 1/2 hrs..the drivers were super nice..id use this moving company again any time.considering the short amount of time I gave the to move me.I was lucky to get them....they were a blessing.

Mayflower has many problems especially internal communications.

First of all, Doug Stahly from Mayflower came out to the house and looked over the household and gave us an estimate.  We then worked out a timetable.  Two days before the actual loading of the truck Mike and his wife Kelly came out and worked hard to wrap and pack and label everything.  Then they had two extra men come along and they cataloged and packed and loaded everything onto the truck. 
Some of the belongings were to stay in the house for an estate buyer to take and some things were to be taken by movers for our 5 grown kids, so it wasn't a thing where they just took everything (which made it a bit more difficult).  Then I noticed that 2 things were forgotten and Mike came back out and loaded those things onto a smaller truck and got it to the big van.
A few days later, I was back in Sarasota and the van arrived and they hired independent movers here in town and the four of them worked really h****** a very hot day and got everything unloaded and into the rooms where they belonged. 
Mike and Kelly were very pleasant to work with and along the way Mayflower people called up to offer support and advice about the move.  The actual move cost less than the estimate and it couldn't have gone better.  We are totally satisfied and would recommend them to one and all. 

The move went great, we had a great team that packed our home, they did everything for us. We even shipped our vehicles with this company and everything got here in perfect condition.

Mr. Fritz Lay came to Richmond and gave me an estimate on moving and storage of our items from Richmond to Zionsville, IN, including a $20, 000 baby grand piano that he said would be handled separately from the rest of our household goods.  A very nice crew came to our house in Richmond and packed up our house and place everything in 2 SAMS containers...including the piano!  This was May 2010. 
In September, 2011, we were finally able to have all of our goods moved to our new home in Zionsville.  When another nice crew arrived with our items, we were shocked to discover ALL of our items were covered in mildew!!!  We were also informed that day of a delivery charge from the storage facility to delivery in Zionsville.  This was never mentioned to us before and wasn't written in our contract.   During a phone conversation with Mr. Lay regarding this new charge while the moving crew was here, he put me on hold, called the moving crew and told them to stop working.  He then got back on the phone with me and told me to pay the crew chief immediately in order for the crew to get back to work.  When I also expressed my concerns about the mildew, he told me to email him some pictures, which I promptly did and his response was that, "It was not their problem."
We paid for insurance damage on our item while in the care of Hogan Mayflower and storage, but at no time was information given to us or even offered to file a claim.  Also, Mr. Lay never offered to send a repair representative from their company to inspect the damage.  We've had to throw away couches, chairs, mattresses, books and family photographs.  We have many pieces of antique, family furniture that need to be refinished b/c of the mildew stains.  We are currently in the process of dealing with their attorney over this matter.

We decided to use Hogan Mayflower because of decent reviews and I was getting a discounted hourly rate from my company. Their initial service to do a survey and estimate was done well. They provided free boxes, packing paper and tape for us too ahead of the move.
The move was scheduled for 10 am and I had confirmed the day before about it. We were on a time crunch, because we were trying to finish the move and cleanup of the old place by 6 pm. Unfortunately they were not at our place by 10 am. Upon calling their office, the front desk lady took a very very long time to understand what I wanted information on and then could just tell me that the guys were on their way and provided me no time of arrival or even their phone number. The movers arrived at 11 am instead and according to them they had truck problems and hence were delayed and their manager was supposed to call and inform me but did not. I do believe that it was not really their job to communicate with me about the delay but rather their manager who was in the office.
After all this the move started very well. The 3 guys worked fast, reliably and efficiently. I never saw them idling away or wasting time. They were careful with the furnitures as well as took care not to damage the wall or staircase. They had forgotten to get wardrobe boxes for us when they came over so someone else came and dropped it over. Again while unpacking they were great. I had requested hardwood and carpet protection and they did that for us. They set up the furniture properly for us.

Overall the move went very well. James, the lead mover was very professional, helpful and efficient.
The only complaint I would have is with their other staff and management with regards to communication.

It was a very good experience.  They seemed to be good at packing the stuff and loading the trailer.  They did a pretty good job.  They did a nice and a quick job.  I was pleased with them.  I had no complaints.  They had one of the best prices compared to other people.  The quality of work was good.  Their responsiveness was very good because after I had them do the estimate, they followed up asking me if I had any questions.  They answered everything that I had questions on.  Their punctuality was very good.  They came out when they said they were going to come out.  They met the timeframes.  Their professionalism was excellent.  I had no problems at all.  I would recommend them and use them again in the future if need be.

The salesperson was extraordinary helpful in a variety of ways. He was flexible around the time of pickup. He was helpful and even gave us some used boxes. He responded wonderfuly when we had some problems with the date of closing on our home and was very helpful with keeping our place in line. He was very responsive to our needs and took great care of their clients. The movers were on time, courteous, and took great care of our posessions and homes. They could have not been any better and exceeded all of our expectations.