Ok but not great
I was very disappointed with the customer service aspect of this move. Anytime I called back, I was asked if I had scheduled a move and when it was, even after I had given my name. When I scheduled the move, I told the moving company that I was moving from an apartment complex and that the freight elevator was not available until 1 pm. They said that the movers would show up between 1-3 pm. I was also told that I would be called closer to the date/time to narrow down the window.
On the day of the move, I received a call at 11:30am saying that the movers were there. Needless to say, I was out running errands. They were told to leave for lunch and come back at 1 pm. I came back at 12:15 pm and waited until 1:30 pm when I called the company back. The movers had come back some time between 12:15pm and 1:30pm but no one bothered to let me know.
During the scheduling process, I gave the company a list of items to move, I was told that I would need 2 movers for 4 hours at a cost of $450. When the movers showed up, they said that there was no way that was going to work. They called a 3rd mover and ended up taking 6 hours for a cost of $780.
There were several damages to furniture and missing nuts/bolts and connection screws. The damages were small, but frequent. The response from the movers was that they did not know what happened to the missing items and a complete lack of interest in the damages. When I needed to move a couple more items later that week, I used another company.
T Guice
Response from Easy Movers
Easy Movers takes pride in the work that we do and we sincerely apologize that this move was not flawless. We have won several awards for our customer service and our claims ratio is less than 1%.
While we understand that things can go wrong we take pride in knowing that things can be rectified and it is this trait that affords us top ratings in the moving industry. We wish these issues had been brought to our attention up front and that we had a chance to rectify the issues in the review at the time of the move.
Easy Movers agreed to meet the customer between 1:00 PM and 3:00 PM. The crew finishes their first job early and attempted to contact her early at their second job at 11:30 AM. Upon finding out that the customer was not available for an early start, the crew agreed to take a lunch break. They left for 15 minutes and came back and waited at the dock. The apartment representative had told the crew that the customer would be back and for the crew to back up to the dock while waiting for this customer. The crew waited an extra hour at the dock.
At 1:30 the Operations Department received a call from the customer stating that she was at the apartment and wanted to know where the crew was. The Operations Dept. called the crew for an ETA and the crew stated they had been sitting and waiting at the loading dock all along. The customer was then advised of this and the crew was told to go to the apartment and start loading.
It is imperative that moving companies are made aware of ALL items to be moved. In this case we were only made aware of furniture. The approximate 1000 lbs in boxes was not disclosed to our representative. Often times, customer’s move their own boxes and small items, so “no boxes” was not an irregularity to the sales rep. This move was based on 3300 lbs. Realistically this move should have been based on 4500 lbs, with an elevator and a 100 ft carry from the apt to the elevator at origin.
Realizing this, the customer requested a third man and we immediately dispatched 3rd man to assist. To date our claims department has not been made aware of any damage claim associated with this move. After speaking to the crew, we did find out that there were a few minor issues, was a particle board book case that had a paper backing and there were staples that had pulled out of the cardboard paper backing. There was also a caster that had been held in by staples and there was a particle board shelf that had a small chip on it. These were thought by the crew to maybe have been pre-existing. The only missing item that our crew was made aware of was 1 missing bed railing screw. The screw was located promptly by the crew and the bed was assembled.
Attempts made to address this customer’s concerns have been unsuccesful. Upon contacting this customer by phone, the call was disconected. We left a message but have not received a reply. Easy Movers takes pride in the work that we do and we have a very low claims ratio and one of the best customer satisfaction ratios nationwide. We has won several awards for our customer service.
We sincerely apologize that this move did not go flawlessly. We are thankful that we were able to respond quickly to avoid a more drastic situation. We will use this as a learing tool and implement certain changes to make sure we manage monitor issues like these more closely.