|Sunday||8:00 a.m. to 7:00 p.m.|
|Monday||8:00 a.m. to 7:00 p.m.|
|Tuesday||8:00 a.m. to 7:00 p.m.|
|Wednesday||8:00 a.m. to 7:00 p.m.|
|Thursday||8:00 a.m. to 7:00 p.m.|
|Friday||8:00 a.m. to 7:00 p.m.|
|Saturday||8:00 a.m. to 7:00 p.m.|
Step By Step Moving and Storage
About this pro
First, some facts. The trip was a 1-bdrm to another 1-bdrm 1.1 miles away. Both buildings had elevators, and the entire move lasted from 12:30pm to almost 6pm (~5.5 hrs), for which I was charged 7 hours total, as they included transportation time to and from HQ. The first location's elevator wasn't reserved (building policy), but could be used for moving, while the second location had a dedicated, reserved elevator for the move. I'd give this 0 stars if I could, as I cannot come up with a better way to waste my time and money. For context, I've moved 4 times in the last 5 years, each from a 1-bdrm unit w/ elevators to another 1-bdrm unit with elevators. This move by "Step by Step" was by far the worst move for many different reasons. Slow & inefficient: When they got to my old apartment and looked at my stuff, they estimated it would take about 4 hours. As mentioned, this took 7 hours, which is over twice as long as my next longest move (3 hours, which included the transportation time to and from the movers' HQ). The movers were highly inefficient, moving one thing at a time each elevator trip (e.g., carrying one lamp to the elevator, riding the elevator up/down, then moving it to the unit/truck, before heading back to the elevator). This was worsened by incredibly slow trips, ranging upwards of 20 minutes in between them, for whatever reason. Lastly, while there were two movers, one behaved as essentially a door/cart stop. He would hold the cart, while the other mover loaded it, and then the two of them would travel together in a pack once the cart was finished loading. If you're wondering how to take 7 hours to move a 1-bdrm about 1.1 miles, this is likely the best way to go. Lack of urgency: I had reserved the elevators until 4pm the day of the move, which was a hard deadline since the building staff could go home at that time. When I reminded the movers of this at 2:30pm, they brushed it off by saying "in our experience, the buildings don't enforce this," and then proceeded to maintain the same slow speed. Ultimately, they ended the move at 6pm, which forced the building staff to stay late an extra 2 hours. Rude/No response to feedback: When front door staff pointed out that they were running late, and asked them to fill the elevators first to speed up things, they brushed them off and continued to move things one at a time. They were so rude and disrespectful, to the point that the staff of the building approached me about it the next day. Poor quality work: When the first few boxes were brought up, they asked where it should go. I replied by saying that the boxes were labeled, and that any unlabeled boxes can go in the living room. They said "OK," and then went back downstairs for another box, keeping the existing boxes, labeled with "bedroom," in the living room. In subsequent trips, many of the labeled boxes were all stacked in the living room, despite having labels that said another room, and no kitchen boxes were left in the kitchen. The final tally was probably about a 70%-80% accuracy score or so, as I had to personally move 10+ labeled boxes to other rooms. Lying: The movers arrived at 12:30pm at my old building, and they wrote that time in. However, when the time came to pay the bill, they had crossed out the "3" and written in a "1," so that it now read 12:10pm. When I pointed out that they had arrived at 12:30pm, which is why they had to cross the number out in the first place, they told me "oh, well it's still 7 hours." Apparently, they round up to the nearest hour for their billing? Unsafe: To top it all off, they decided it'd be a good idea to put a lamp shade, which has a large hole in the center, on top of a tall stack of boxes taller than me. They then put two light bulbs in the center of the lamp shade. It's not clear why they decided that it was a good idea, but when I grabbed the lamp shade to assemble a lamp, the light bulbs fell straight through the hole, shattering in the process and spraying glass all over the floor. Finally, if you're still intent on choosing this company, I'd suggest strapping a check to a galapagos tortoise (which moves 0.2 mph), and then watching in amusement as the tortoise still gets to its destination with time to spare. At the very least, you'd get some entertainment value out of what is otherwise a waste of time and money.Jul 3, 2018Verified
Step by step confirmed that they had availability during a specific time frame on a specific day and then at contract signature sent me information with the incorrect times. When I inquired they told me they no longer have that time available. So frustrating as I've had to book freight elevators with management at the move out and move in locations and now have to scramble to find another mover last minute. Step by step didn't even apologize they literally told me to find another mover.May 15, 2018Verified
Update (10/10/2017): After missing that first item assessment, a couple emails were sent back and forth and it was clarified that Step By Step had the wrong phone number listed for me. After getting the correct phone number, we opted to reschedule for the next Saturday. The representative showed up promptly and was able to reach me. The assessment took no more than ten minutes and he was on his way. I received an email a couple days later saying that they had concluded the damage was not their fault and cited a clause in the contract that says they were not liable for anything they did not pack. However, they still gave me the courtesy of paying for half the item that was damaged which was a wonderful surprise. I really appreciate that they came back around and tried to make things right after not being able to reach me during the first assessment. Old Review Below: Before the move, my computer monitor was in pristine condition. No issues whatsoever through three moves that I did myself where I packed the monitor the exact same way every time. Right after this move through Step by Step, I setup my computer and I see this right after I turn the monitor on. My first thought is that it probably broke during the move. I check the box to see if it was damaged and it actually looks fine. However, upon closer inspection I see a big shoe print on the box as well as a crease that makes it look like the box was stepped on. I contact Step by Step about assessing this damage and seeing if we can come to a conclusion on whether it was due to the move or if it was due to the packing. Regardless, I just want a resolution and an end. It has been almost a month and Step by Step has just been jerking me around with emails. First they didn't respond to me because it was a busy moving season. Okay, I buy that. We schedule a meeting for today at 10 AM and I was told I would receive a phone call half an hour before the representative came out to meet me to assess the monitor. It is now 11:51 AM as I'm writing this and I still haven't gotten a phone call or any contact from Step by Step. I understand that none of this is enjoyable and neither party wants to deal with it. Give me some courtesy and treat me with some respect in trying to resolve this no matter the end result. I feel like Step by Step does not care in the slightest because they've already been paid for the move.Oct 10, 2017
On time. Careful with my stuff. I would hire them again. Reasonable cost to move. I don’t have any issues with themJul 2, 2018Verified
This was by far the best moving company I've ever used. The guys were fantastic! They were quick, interactive and professional. I highly recommend to anyone movingJul 2, 2018Verified
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- What should the customer know about your pricing (e.g., discounts, fees)?We do not have a standard pricing system, but we have some guidelines to how it works. The rates are hourly prorated by quarter of an hour (15 min), that means that total time is rounded up to a nearest quarter of an hour. For example if your job took 3 hours and 5 min you will be charged for only 3 hours. Total time=Labor time+Travel time Labor time is the amount of time that the move took, it opens when the team arrives at your location and the foreman opens the contract and is closed by the foreman at the end of the job. Travel time is the time it takes for the crew to get for our warehouse to your place + the time it takes for them to get back to warehouse.Travel time is always set and don’t change depending on traffic. When you fill out the quote for the move, based on the information you provide you will receive rate per hour, travel time,and approximate time the job will take. Crew of 2 movers and a fully equipped truck is 89$/hour and up. Crew of 3 movers and a fully equipped truck is 119$/hour and up. Crew of 4 movers and a fully equipped truck is 149$/hour and up. Every additional mover is 30$/hour, truck 50$/hour.
- What is your typical process for working with a new customer?We send our customer a quote with an estimate, then we follow up with a brief message requesting some more information for a more precise quote, offering a free onsite estimate and a free supplies delivery(if qualifies). If the customer likes our quote we get in touch with them either via email or phone to book the move.
- What education and/or training do you have that relates to your work?As the business owner i have a degree in Business Management. Every mover have at least 2 years of moving experience.