Do not sign with "Let's Get Moving".
May 1st my roommate and I had a move from a Basement Suite to a Second Floor apartment. Ahead of time we prepped all of our boxes, all of our baggage and furniture. Brought our boxes out and stacked them so they would be easy to move into the truck to cut cost and time for the move and for the movers. Even moved a fair bit of our stuff days before ourselves to our new place.
We were quoted $480 for a two hour move previously. We expected that it could take up to four hours at the most; given the amount of stuff we have, for a two bedroom apartment. For reference, our previous move took a similar combined time of two moves to get into the basement suite with a two man group, each, on separate days. Our move with LGM was three people with an even bigger truck.
As the movers got started, my roommate went ahead to the new place to open doors and get ready for the movers to get there, predicting that we could get everything loaded up and drive over in an hour or two at the most. Again, to save time and cut costs to getting everything in and dealt with asap, I would offer to help and they would deny and tell me to wait. I waited and waited and they would disappear for what seemed like a long time. Once in a while they would come back and be moving things again. After three and a half hours they had everything out of the first place. They "started" at 8am when they arrived, and I was finally on my way to the new place to meet my roommate and presumably meet the movers at 11:30am.
The drive is ten minutes away. Granted with a truck it might take a little longer, however it took them another 30-45 minutes to get to our new place. My roommate and I were already trying to map out what this was going to come out to be as it was now double their quote and we were only half way through.
Once they got to the new place, again I offered to help carry things but they refused and again we waited as they would bring things up from 12pm-4:30pm.
Our move reportedly took 7 and a half hours. Cost four times our quoted price at $2192.13 with our deposite added. We were charged an extra $200 for one unspecified item over 200lbs. To our understanding there was to be a $50 charge on each item of that size. With taking everything apart we could only think of two items that could have been over 200lbs. One of which they couldn't get into the apartment so we had to leave out on the sidewalk by the building (A couch, which per discussion is likely the item over 200lbs).
With all of this, the time, the waiting, the building costs; we could come to terms with it all. It's a move, it is two people's living worth of stuff. We understand that having us help could be a liability if we got hurt.
But with all of this comes two faults to us. The movers broke our table and broke a dresser. The dresser leg snapped off. The movers were open and confessed right away and admitted fault. We told them this is ok. My roommate and I are crafty, we can fix it. We just want this whole experience to be over with.
The second was our coffee table. This table has a tempered glass top and a slate lower layer. They took it all apart and wrapped it all up, yet somehow broke the slate corner where one of four bolts go through to hold it all together. The table now is just pieces and would not be fixable. Again the movers apologized greatly, they took photos and told us that their manager would be in touch soon to discuss compensation for our table. Making excuses about something in traffic and fully admitting to breaking the table, they expressed that actions would be taken. Again, being at the end of this day which already had been going on much longer than predicted, my roommate and I made attempt to be calm and considerate just wanting to move on from this. We expected to be getting a call that day based on the information given. The movers seemed particularly worried about the consequences, saying they would have to pay out of pocket for the damage and that even a bad review is $75 out for them. All of which I still don't understand.
Yet despite all this we did not hear anything from this company. A week had gone by with my roommate reaching out for some kind of resolution. The cost of a new table, the cost of getting rid of the pieces of our broken table. Some piece of mind in the egregious result of our move. No word for a week from the customer services. We felt ignored and disregarded despite how they presented the situation in person. There has been no sense to accept responsibility in their actions and a serious lack of transparency. We feel disregarded and ignored by this company and hope no one must go through the same.
Once we did get through to claims, they determined that the damage was worth $375. On a table now ruined to scrap pieces of glass and slate which we can find new for approx $1500-$1700 online if not from Wayfare. $375 is what they say it would be worth with a claims service deductible of $250. Meaning we could get a grand total of $125 (After rounding up from $115) return on our $2192.13 move and $1500 table.
TLDR; Don't sign with LGM. They will quadruple your quote ($480 to $2192.13), refuse help, break your possessions, guilt you out of a bad review and then refuse responsibility to rectify their wrong doings by ignoring any attempt to create a solution.
In the final stage of this ordeal while we had been sitting on our reviews, waiting to post them in case we had a final resolution. Their binding agreement in what they consider "fair compensation" is a contract declaring that if we accept the $125 then we are not allowed to post a bad review and could be fined up to $5000.
This is by far the worst customer care and service I have experienced from a moving company and possibly a company as a whole.
A $125 bribe is not worth this review and hoping that you, reading this, choose someone else to handle your move.
- Approximate cost of services:
- $2,192.13