Would not recommend
Our experience with this moving company was extremely disappointing. We were misled about pricing, truck space, pickup timing, and delivery expectations. Ultimately, the
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Our experience with this moving company was extremely disappointing. We were misled about pricing, truck space, pickup timing, and delivery expectations. Ultimately, the company failed to honor the terms of our contractual agreement, leaving our family with unnecessary stress, frustration, and a moving experience that fell far short of what was promised.
When booking our move, we provided an itemized list of everything we needed transported. Based on that list, we received a quote, signed a contract, and paid a deposit of nearly $2,000. I specifically asked Brett Stone, our agent, multiple times whether the quoted price was firm and whether we should expect any additional fees. He assured me we would not be surprised by extra costs.
On pickup day, the movers arrived six hours earlier than scheduled without the promised one-hour notice, forcing us to scramble to leave work and get to the house. Once they arrived, we were told we had not reserved enough truck space and were spoken to disrespectfully by both the movers and dispatch. The booking agent is the one who told us how much space we needed based on the itemized list we gave him. We were then told it would cost an additional $3,700 to load everything listed in our original contract.
When we asked about canceling the move, we were threatened with additional charges to unload our belongings and told we would forfeit our deposit. Faced with losing nearly $2,000, we reluctantly loaded what we could afford to fit on the truck. Less than half of the items listed in our original contract were loaded, yet we were still required to make the next scheduled payment.
At booking, Brett told us delivery would take 5–7 days. Seven days later, we had received no update. When I called, I was told the company had up to 20 days to arrange delivery—a timeline that was never disclosed when we booked.
Our belongings were finally delivered 16 days after pickup. Before unloading, the company was again insistent that the final payment be ready. When the driver called to confirm the address, he stated that his truck would not fit inside my daughter's apartment complex. This was another issue that should have been addressed and communicated in advance. Thankfully, this driver was courteous and went out of his way to park at the entrance and carry my daughter's boxes back to her apartment. His kindness was a bright spot in an otherwise disappointing experience.
To make matters worse, I was unable to reach Brett Stone again, despite his promise to be available throughout the process. Instead, I was repeatedly directed to the dispatch center, where I encountered rude and unprofessional treatment. We were blamed for not reserving enough space, threatened with losing our deposit, and told we would face additional charges if we terminated an agreement the company had already failed to honor. My emails appeared to receive only automated responses, leaving our concerns unaddressed.
Honesty, accountability, and basic respect should be the bare minimum in customer service. Unfortunately, we experienced very little of any of these.
Our family believes in treating others with honesty, kindness, and integrity, even when situations are difficult. We are sharing this review not out of anger or spite, but because customers deserve transparency, fair treatment, and the ability to trust the company they hire.
Moving is stressful enough without being misled by the very company entrusted with your belongings. Based on our experience, we cannot recommend this moving company. We sincerely hope management takes accountability for these issues and makes meaningful changes to its pricing practices, communication, contractual obligations, and treatment of customers.
Move size: 1 Bedroom Home
Service cost:
$3200