You Move Me

"[Member Name], Thank you for using our services. Frankly, we're kind of surprised that you weren't pleased given the way we went out of your way to try and please you. The estimate you received online is just a tool to give you some concept of what a move might cost. The estimated cost that was emailed to you was $692.50. When scheduling the appointment, our email confirmation says, "Please know that this is just an estimate based on the quick information you gave us online. Your dedicated move coordinator will be in touch with you shortly to go over the details of your move in order to give you a more detailed estimate." Our moving coordinator contact you at numerous points prior to the move and made it quite clear based on the information you were giving us that we felt the move would be more of a full day move and as such the cost would be more. This we reiterated several times because you had us deliver over $300 of moving supplier to your house (2 separate drop offs). Based on the number of boxes you were using we knew it was going to be a larger move and communicated this. As much as you and us wanted it to go faster there is only so much we can do. You ended up paying $1270.00 You were given a 8-10am promise time for arrival for your job. We arrived on time at 9am to start your move. At that point, our crew again re-iterated to you that it would most likely take all day given their assessment of the situation. We were up front and honest every single step of the way. As far as the couch being damaged we are very sorry. All furniture items were most certainly padded in blankets and wrapped in shrink wrap while on the truck. Unfortunately we damaged this item during the process of taking it in/out of the house. As much as we try and be perfect its impossible 100% of the time. The very next day we had somebody out to your house to repair the damage at no cost to you. That's a pretty good indication of how hard we were working to make this a positive experience. As far as the closets go, I think there was some confusion as to what our wardrobe service is. We provide free wardrobe boxes the day of the move to help with moving hanging cloths. We're happy to load and unload these boxes. It doesn't mean that on the day of the move we come and pack closets stuffed with loose items, folded cloths, etc. In the interest of time and money we suggested that you go ahead and pack your closets as we loaded the rest of your items 1st. We apologize for the confusion. Lastly, regarding not taking checks, this is pretty standard for nearly every moving company. As a business, its just too big of a risk with people moving out of town, opening/closing checking accounts, etc. Our moving coordinator tries to communicate this with every customer prior to the move. Whether it happened or not I can't say. What I do know is it is most definitely in a copy of the contract that is emailed to you to look over when you book your appointment and is in the contract that you sign prior to us starting your move. It really shouldn't have been an issue. Since you had no other way to pay, we were forced to take the check. At the end of the move, you were not pleased with the price (in spite of our efforts to be 100% upfront). For that reason, we didn't charge you for the $300+ of supplies we gave you plus two free deliveries. Ultimately, our crews showed up on time as promised, worked as hard as they possibly could to move your items as fast and safely as possible. When we messed up we fixed the problem immediately. When you weren't happy, we gave you a substantial discount even though we didn't have to. We really don't think there is anything we could have done to make this situation any better. We thank you for using our service and wish you the best of luck in your new home."

"[member name removed], Thank you for your response. I am very sorry that you did not have a positive experience. Let me address your concerns: 1. We literally complete hundreds of apartment moves like yours every single year. For a 2bed apt 99% of them are completed in 2-4 hours for between $300-$500 depending on the specifics of the job. There were many things that factored into your job taking significantly longer than expected. The biggest being how much stuff you had. We brought a 24ft truck to move your apartment and nearly filled it twice. That is nearly the size of a semi trailer full of belongings. To put it in perspective, the typical 2bed apt fills 1/2 - 2/3 of a 24ft truck. The largest truck in the moving industry is 26ft. The size of the truck would have made no difference as we would have to take multiple trips no matter what. While both apartments were ground floor there were very long walks involved which were not disclosed to us during our conversations. Furthermore, even though we didn't do any "packing" there were large amounts of loose items that were not prepared to be moved and we had to be dealt with the day of the move. This takes time. Ultimately, our estimates can only be as accurate as the information given to us over the phone and was not an issue of poor planning. To call that bait and switch extremely inaccurate. I certainly wish we had brought multiple trucks and more guys to complete the move faster. That said, the cost would have been same if not more. 2. Regarding forgetting the coffee, that is absolutely our fault. We offered it and dropped the ball. No excuse on our part. Again, I am truly sorry that you were not pleased but I believe we performed your move as well as we possibly could given the circumstances. We we upfront and honest in every way. We told you on the phone, via email and in your contract that the pricing would be based on our hourly rate. Under difficult circumstances, 2 full truckloads worth of belongings were moved quickly and efficiently with no damages. Our crews were on time and positive throughout. Moving is truly a very difficult and stressful situation for both the customer and the moving company and can lead to frustrations but I know we did everything possible to make this move go as smoothly as possible."