I really wanted to be able to write a good review for Personal Movers. The movers were polite and efficient. That being said I would NOT recommend using this company.
First, I was told that the truck they were sending should fit our belongings from our 1500 sq foot home. This was absolutely not true. We ended up having 2 full truck loads and this ended up costing us close to double.
Second, the movers disappeared with the first load for about an hour and a half with not a word. It turned out that they went for lunch but no one mentioned this to us. This was very frustrating as we waited at the new house wanting to get things unloaded and get going on the unexpected second load.
Finally and most importantly these movers did a ton of damage to our belongings and our old home. I didn’t say anything initially about the damage to the furniture and my belongings because some damage is to be expected in a move. However a few days after the move when we finally got back to the old house I was horrified to see the damage to movers had done to our old home. I took photos and sent them to the owner Alfred. He told me there was nothing he could do because it had been more than 24 hours. He then offered me $50 to compensate me for the time it took to repair and repaint our walls which was absolutely insulting.
The photos I have attached are just some, but certainly not all of the damage that was done.
I’ve attached some photos of the damage. I highly recommend choosing another company that will treat your home with more care.
- Approximate cost of services:
- $2,000.00
- Company Response
Dear Michelle, we’re very sorry that you had a negative experience with our moving company! We would like to thank you for bringing the points to our attention and would like to take this opportunity to answer to the important feedback you provided.
The truck you were booked for was indeed the biggest truck that you can get for residential moving, which was a 5-ton 28 foot truck. Sometimes it can happen that all of the items do not fit into a single load and that can depend on a lot of factors such as: there were a lot of oversized items, or there were more belongings to move than the average 1500 square feet house would have, etc. In your case, unfortunately, 1 truck load was not enough to move all of your belongings and, therefore, the movers had to make another trip.
We do apologize for the misscommunication that happened when the movers went on their lunch break before making a second load. They did mention this to your husband who was presentat at the original location but did fail to give you a call and let you know as well and for that we do apologize! The movers had to take a lunch before proceeding to work on the rest of your move as they do have a right for a break to eat and rest. Please note that that the lunch break is deducted and not charged to the client.
You are mentioning a lot of damages done to your belongings but we never recieved a single claim or picture of the damages done to any of your belongings. It is very important to let the movers and the moving company know about the damages as soon as you see them, so that appropriate actions can be taken and the matter resolved in a timely manner.
We did, however, recieve, a phone call from you 5 days after the move was complete regarding minor scratches (can be seen on the pictures your provided) and even though it was already several days after the due date to submit claims our customer representative did offer to you 2 options. The first one was
to send a contractor to your house to touch up/repair the scratches on the walls. The second was to provide you with a compensation as per the insurance coverage you chose before the start of the move. However, none of those options were satisfactory to you as you needed the scratches to be repaired by the morning of the next day (in less than 12 hours). Our customer representative tried to explain that we are not able to accommodate such a short time frame and offered to you a compensation as per the contract instead but this response offended you.We are very sorry your experience didn’t match your expectations. We will use the feedback you provided to make us better and to ensure this doesn’t happen again.
We can’t fix the past but you have our personal commitment to improve the way our staff serves every customer. Until then, please accept sincerest apologies on behalf of everyone on the team.
Kindest Regards,
Personal Movers