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We never like to hear that a customer didn’t have the best move outcome possible. We make every attempt to gain all the necessary information upfront to make the proper decisions, and assign proper number of crews, for the best experience at the lowest cost. On this particular move, the customer submitted the inventory of items to move on-line. The items that were not listed were a large outdoor basketball goal, a full garage of miscellaneous items and all of the boxes (some people move their own boxes). Our records show she was given an estimate of 9-11 hours with four movers and two trucks. This move was cancelled two times and rescheduled a third time at the customer’s request. It should have been all rescheduled a fourth time to the following week on Wednesday when the floors were finally completed.
Upon arrival her husband indicated to our lead man that the floors were not done at the large destination home and that he didn’t plan on moving several of the items. The lead man called me and let me know that there was more than disclosed and it would take another crew to finish in one day, but the customer wanted to reschedule for another day to finish and that everything they were moving was going into the garage due to the flooring not being completed. I informed him to have the customer call and schedule another day with our office. It did not all fit in the garage.
The customers husband called and scheduled for Monday afternoon (all we had available) to load up the rest of the items (they needed to be out of the house), and Wednesday afternoon to unload the items (all we had available). Everything was moved on Wednesday when the floors were finally completed.
Later on the initial move day we started receiving calls from Sally. She wanted everything moved that day. By this time we had no other crews available to go assist and the (2) crews that were out there were not going to get the trucks they had loaded, unloaded until around 6pm. She called many times insisting we finish and if we couldn’t we must come on Sunday to finish. I called our lead man around 6 pm to ask if they did go back, how long it would take, he said they just got finished unloading everything on the trucks into the garage and the husband said we were done for the day and his wife was going to “have to calm her *** down”.
She sent 8 nasty emails to one of our CSR’s all the way up till 11:00pm that night. She indicated that we should complete her move at no additional cost.
On Monday afternoon while our crew was out there, I stopped by to see how things were going. The contractors were still installing the floors on Monday. I spoke with her husband, he assumed the move would go much faster. I explained a couple simple realities about the job and he understood (so I thought). He said the guys were doing a good job. He complemented me on how nice the trucks were and we basically had a nice conversation. He went over and complemented the men and said they were doing a good job. I told him I would waive a $100 fee on his baby grand piano (it can’t go in and be set up until the floors are completed) and knock another $100 off the move to try and mend fences.
We delivered a couple items at the new house on Monday and there were still construction floor workers in the way. We went out and finished unloading and double handled moving items from the garage into the 3,200 sq. ft. house on Wednesday as rescheduled.
To make a long story short, the floors were not done. Had they been, we would have sent additional help on Saturday and finished. This would have been within 5-10% over estimate. Having to go back out with trucks and crews two more times, finish loading, then unloading and moving most of the items twice we put into the garage into the house did increase the cost. I think it is safe to say we all wish they would have had the floors done, if so we wouldn’t be discussing this review. The move ended up being 23% over estimate due to moving into a house under construction. Not twice as much as Sally reported in the review. We feel that isn’t bad considering we had to move extra undisclosed items resulting in an additional truck load, make 2 extra unexpected truck trips and move many items twice. The pre-move letter sent to the customer on 7/7/15 (this letter is sent to every customer on our move calendar) stated, “Please do not have painters, contractors, or other workers at the homes during the move. This will greatly increase the opportunity for errors, damages, injuries, mayhem and adds time and cost to your move.”

Changing Spaces Moving, Inc. commented on 09/28/2015