Your Friends with a Truck

What is wrong with you? SERIOUSLY. Your not happy with the way we operate our very successful/GREAT moving company so you leave a poor review. Are you 7 years old? This is something a child would do. We never spoke on the phone, the only interaction we had was you sending me pictures and me telling you we don't provide estimates based on photos. Our real reviews on Thumbtack should be enough for to realize we provide very good service. But since you are obviously a child, I guess I shouldn't expect you to understand this.

My men saw the damage to your items and took a picture of damages before they notified you of these issues. I am sorry you cant get us to pay $1,000+ for damages that already existed before we touched your items on your $450 move. Please have your attorney contact us. You do have a copy of your signed invoice that states you received all items in good condition, right? If not I can forward a copy to you or your attorney.

You submitted on Thumbtack you had a 3 bedroom townhome, in reality you had a 5 bedroom single family home. My 3 man crew had to make 2 fully loaded trips in a 26 foot truck. The holes in the walls of you tight staircase with 2 turns per flight were repaired to following day. When my movers arrived you called and said the last time you moved you had a 5 man crew with multiple trucks and asked if I could send more men and trucks that morning. Being a Saturday all of our trucks had been booked, but this could have been scheduled earlier when we originally booked your job and had been honest with us from the beginning.

1. we sent the sized truck you requested and were scheduled for, after being given 2 options for truck size. 2. 12 hours before your scheduled move date our larger trucks had already been booked by other satisfied customers, maybe because they plan better. 3. yes you rented a u-haul and my men loaded/unloaded it for you. 4. My men packed that truck as tightly as possible, how do I know this? Because our insurance would not allow you onto our truck and my men would have told you this if you tried to intervene. I wish there was a service for a business to leave a review for a customer so other business's could make an informed decision as to who they were dealing with, before they chose to deal with them.

I am sorry you were not happy with our service. Based on our conversation prior to your move a 17' truck should have worked fine based on the list of items you told me about. Sometimes with larger pieces of furniture and difficult hallways/stairs things can bump the walls. I am not sure how your ceiling was scratched.

The few times we receive a bad review is always the same. You had unrealistic expectations about how quickly your move should be completed. I saw your move when we started loading and I estimated your move would take 7 to 8 hours. Your move was completed in 61/2 hours.

I was very angry, not at you but at my Foreman who has now been terminated for theft. As you know your extra hour that was charged and stolen from the both of us has now been refunded to you. In the service business trust is very important which is why terminating my driver was an easy decision. I am very sorry for this incident as you know.

Wow, that's a lot to take in. Let me begin with the fact that you told us you had a small 1 bedroom apartment to move. Yes a 17 foot truck would be more than adequate to move a normally furnished 1 bedroom or 2 bedroom apartment. You were in a townhome, 3 bedroom. I am sorry we did not live up to your expectations. We will be sending you a bill for the 2 hours we discounted your bill for because of the 2nd trip. Lying to your mover will not save money on your move..

We do have a minimum charge of 4 hours. Your move took four hours to complete which is why you were charged for 5 hours. As stated in our original quote, we have a 4 hour minimum charge including 1 hour for our travel time. We will always add 1 hour to cover our travel time to and from your homes.

I'm sorry for your damage that was caused during your move. My men are as careful as possible and damage is very rare. My movers told you before moving your 2 pieces that were broken that these 2 items needed more protection that a moving quilt, but you insisted that they move these items as is. There was no mention of any issues until 2 weeks after your move. As discussed on the phone, the chandelier should have been packed the way it was when it was shipped from overseas and the glass shelf that was broken was extremely thin and should have been bubble wrapped and boxed up. Our trucks carry no packing material other than moving quilts unless a full service packing is requested. I'm am very sorry that you were disappointed with our service and wish you had taken my movers advice on the needed packing of these 2 items.

As you know, there were other factors that we had to deal with during your move. There was an extremely long walk from your unit to the elevator, we had to share the elevator with another person moving at the same time, and my crew told me you were not very prepared for your move, still packing boxes during the loading process.

I have terminated one of your movers after hearing of this incident. Ismael and Juan have been with me for years and I know if this happened and was caused by us there was only one person that could have been responsible. With this said, I was told there were other contractors in your house at the time so this was why I didn't responded. This incident wasn't noticed until the next day. Our reputation is everything to us. I discussed this incident with every employee we have and let them know this cannot be tolerated and this was why I had to let Carlos go.

I am sorry your move took longer than you were expecting. With no comments left in your review this is the only thing I can apologize for. Your 2 movers Javier and Hermas have been with me for years, and every time I checked in with you the only thing you stated was it was taking longer than you expected. Once again I am sorry we did not live up to your expectations.

I am sorry we did not meet your expectations for your move. When asked about how long I thought your move would take, I told you on average a 2 bedroom apartment takes 5 to 6 hours to complete. You had 2 flights of stairs plus a 100 foot walk to the truck. A 17 foot truck is designed to move a 2 bedroom apartment. You happened to have more than an average 2 bedroom apartment. Once again, I am sorry that your expectations were not met.

David, it was a pleasure working with you. We had multiple conversations over the phone about our insurance coverage as well as you finding copies of our policies online. The difference in price was you added a few items and a 2nd drop-off location. We discussed charging you an additional $100 for this and you agreed. I forgot to add the $100 to your invoice but really didn't see a need for this since we had discussed it. I am glad your antique pieces made the trip without damage so our insurance coverage wasn't an issue after-all, as I told you through-out our multiple phone conversations.

I know about the scrapes in your new home. You were not there when they were moving things into your new place. Amanda was and was told that the boxspring would not fit up the stairwell and around the corner in your stairs. Amanda told my men that it had to get upstairs and do what they had to do to achieve this. My crew told Amanda that we could not be held responsible for damage to the walls or furniture being moved upstairs. The track on your bed fell off, it was not taken off by my crew. I am sorry that you were not present when this conversation between my crew and Amanda took place.

We had larger trucks available, but you told us you were moving a 1 bedroom apartment when in actuality you had a 2 bedroom apartment plus storage. I am sorry that we did not live up to your expectations. We replace our wardrobe boxes weekly.

We moved you 8 weeks ago, and this is the first I am hearing about any damage. There is a reason we carry insurance but you have to tell me when something happens or breaks.

Actually I realized that you and our crew were not getting along because they were 5 minutes late and you were very angry to start with. I then offered to send another crew that I was getting ready to dispatch to different job. After 5 minutes of your racist comments about our 1st crew and you suggested finding another company for your move, I agreed. I wish you the best of luck even after your posting 0f 1/2 truths and outright lies. My Spanish foreman heard you refer to them as spics, this is when they left.

I am sorry we did meet your expectations. The reasons for my multiple calls to you was because my crew would not stop calling me and complaining that you wouldn't leave them alone. Your entire crew spoke English, it was just easier for them to pretend to not speak English when talking with you. We moved you 1 month ago and this is the first time I have heard about any damage to your furniture or home. Once again, I am sorry we did not live up to your expectations. The 3 flights of stairs plus the 1 hour drive to your new residence may have added to your total time/charge for your move.

I apologize that a large mirror was left at your original home. There was obviously some confusion with my crew because when I asked them about it they said it had been moved. Possibly you had several mirrors and one was forgotten. I wish you would had done a final walk through after the truck was loaded. I am going to post the original email you sent us through Thumbtack below. Follow up to my move today. The men were very nice and handled everything carefully with no damage or problems. Unfortunately they forgot a large and heavy wall mirror. I asked them about it several times and they kept saying they were going to wrap it at the end with the glass dresser top. When they said they were finished I went on to the lobby to help get my mother to the car without realizing they never took the mirror down. Now I have to borrow a large car and find someone to help me move it. Not the end of the world but with the stress of this move I really needed it to be completed as planned. Thanks!

Once again, I apologize for making this mistake. I entered your address's in our truck's GPS but mistakenly entered your loading address in Baltimore first followed by your destination's address in Arlington 2nd. I should have entered them in the GPS in the opposite order. When my truck left for your loading in Baltimore they actually went to Arlington VA instead. As I have repeatedly apologized for this mistake I am not sure what else I can say or do. I MADE A MISTAKE. I discounted your agreed upon hourly rate. Your move was completed on the day it was scheduled for, but as discussed prior to your move, afternoon jobs are difficult to guarantee a start time for. We will always try and book another small job for the morning. I will talk to Byron about contacting you after the job and this is not information I gave to him, and it is definitely not something I approve of or will accept in the future.