We were very disappointed with our experience.
First, I want to acknowledge Angela in the office. She was kind, professional, and understanding when my mum questioned an unexpected $175 treadmill charge. Angela refunded the charge and advised that it was Not a legitimate fee, which we truly appreciated. Unfortunately, the rest of the move was extremely frustrating. The movers claimed they started at 8am, but they didn’t arrive at my mum’s home until after 9am (her security cameras confirm their arrival time). Despite this, she was still charged for the extra hour, travel time to and from her new home, and two separate fuel surcharges. Because the move was billed hourly, it was also frustrating to see the amount of time spent taking breaks, knowing my mum was paying for that time. After everything had been loaded onto the truck, the movers told my mum they would not be delivering her belongings that day and would instead return the following day after completing a 4hr scheduled job the next morning. At that point, she had little choice but to agree, as all of her possessions were already on their truck. She was then charged an additional $50 overnight storage fee. She was told they would meet her at 1pm the following day, but they didn’t arrive until after 5pm, leaving both her and family members who had travelled to help waiting for over 4 hours. What upset us the most is that my mum is an older woman handling this move on her own. Instead of feeling supported, she was left feeling stressed, overwhelmed, and as though she had been taken advantage of, with very little control over the situation. Whether that was the intention or not, that is how the experience felt to her. What made this even more shocking is that my mum actually paid MORE for this 45 MINUTE move than she did for a previous move that was over 6 HOURS away. We understand that every move is different and pricing can vary, but after being charged for additional time, travel, fuel surcharges, overnight storage, and then waiting hours longer than promised for delivery, the final cost simply didn’t reflect the level of service she received.
Angela’s professionalism and willingness to correct the improper treadmill charge were genuinely appreciated. Unfortunately, the inaccurate billing, unexpected fees, excessive delays, and poor communication from the moving crew turned what should have been an exciting day into a very upsetting experience.
Because of that, we cannot recommend this company.