We give Galaxy movers 2/5 for seemingly storing and returning some of our belongings and for the professional attitude of their front line staff (i.e. the movers). But all-in-all the experience was miserable from beginning to end. We gave 0/5 for recommending to others.
We chose Galaxy because we didn’t want to load storage containers ourselves and they seemed to offer the full service at a reasonable price; but I would never use them again. Here are some highlights of our problems.
1) Poor Estimation of Moving Requirements: Told we would need an 8x24 container. Received four 6x8 containers instead although that wasn't enough. Shared rent on another 8x24 container (from another supplier) with our contractor to store the balance of our stuff.
2) Started move late due to truck breakdown. Had to finish the next day. Charged an extra 2 hours of travel time.
3) Poor Communication of Billing procedure: We were never informed in advance of billing/payment requirements (I honestly expected to receive monthly invoices). They require a cheque the day of move out and cash in advance before moving back in. I had to chase them down to figure out how to pay the monthly storage fees (cheques paid in advance). We also seemed to have to chase them down to get them to cash our cheques.
4)Sensationally rude and unprofessional: We made the mistake of complaining about the communications of their billing procedures saying:
"...If you require prepayment then someone is going to have to give me some written notice. You really have to tidy up your invoicing and communication of these facts." I admit I was curt but not abusive and after all, we were trying to give them money. Here is how the responded:
“Do you pay your mortgage car payment news paper strata fees golf fees after your done? Obviously you pay before now quit being an ass. Troy”.
When I responded _“Seriously, this is your approach to customer relations. I don't know who you are Troy but I will be calling on Monday to complain.”
Troy wrote back:
"Of course you will, if it looks like a duck sounds like a duck pretty much gotta be a duck? I'm just calling it the way I see, based on my review of all your correspondence you have some sort of attitude and complex thinking you can talk to people this way? If this was a playground you'd be having a face wash and a pink belly. Your lucky it's only words. :) Troy..."
When I complained to Brent, owner and CEO:
"...Please advise if the final tone and content of the exchange is consistent with Galaxy's customer service policies and philosophy"
Brent wrote back:
"...Based on the emails you sent he was offended. (As am I) I do see his point and believe him to be right in his thinking, however he could have been a little softer in his approach. We are one of the most economical moving & storage companies around and constantly get calls and emails thanking and praising us that is why we are 100% full. So when you sent your rude emails he felt you to be an ingrate and pretty arrogant and spoke his mind. I apologize for any offending remarks and have advised Troy to not have any further correspondence with you and he will forward any of your emails to sales."
We were far from satisfied with this response but we more or less gave up as there was no higher authority.
5)Questionable book keeping: The first cheque we sent them went missing so we sent them another one but both cheques got cashed. When I wrote them to inquire about this we got no official response (only another rude response from Troy). It was over two months later after we had withheld the final cheque that we got a response. To their credit, the matter was drop when we provided them with copies of the cashed cheques.
6)Strange practices: They unloaded two of our crates into trucks before delivering them back to our house so we have no idea of what went on at the warehouse. They also made us sign for receipt before unloading the truck (i.e. sign now or we'll drive away). We are not sure of why they did this and it doesn't seem like anything of value is missing (apart from three mirrors) but it was unnerving at the time.
In conclusion, We have moved about 10 times and stored furniture once and never had such a bad experience. We really could not recommend Galaxy Moving & Storage.
- Approximate cost of services:
- Company Response
This is not true and most likely a competitor trying to smear our good name