22 Mar 2023 · MoveAdvisor
1.0 out of 51.0
My company hired Gentle Movers to hoist a new fridge up to the second floor and bring down the old one. (For a client.) The angle and the space provided made it challenging. And I’m not negating that this was a difficult job. But how they handled it was disheartening, unprofessional, and extremely overwhelming.
POOR COMMUNICATION
- Despite numerous attempts at getting the contract before the move date, we did not receive it until I was on my way to the job
- Contacted us at 3:00 pm to say they were 1 hour out but did not show up until approximately 5:30 because the movers were given a break. I sat for over for 1.5 hours waiting for them to show up.
- Deposit and quote were for 2 hrs. When we asked the operation person how long, he said, “2 hrs or maybe a little over that”. I was never informed that because of the job difficulty, it would take anywhere near 4.5 hours. We went from being charged $900 to over $1800 with little conversation.
LACK OF PREPARATION
- Asked en route to the job if we wanted a 4th mover. We said no because no one ever said they needed the 4th mover to do the job!
- 4th mover showed up anyway. But thankfully, he did because he ended up directing the whole job. No one else seemed to have the experience to figure out the logistics.
- They took over 1.5 hrs to figure out how to do the job, which should have been something done before the day of the job.
- We provided pictures and videos of the work area to ensure they had ample time to create a plan. We even asked if anything else was needed for the job, and the operations person, said no.
CAVALIER WITH OTHER PEOPLE'S MONEY
- It took as long as it did because only one person had the experience to do the job! I know this because I heard the workers talking about it.
- why should we pay the same rate for the movers to figure out the logistics, as it doesn’t do the physical labor? ($339 per hour for three movers, per hour, shouldn’t be the same as one mover to figure out the logistics.)
LACK OF PROFESSIONALISM
- The movers were highly unprofessional.
- Too much lag time. I assume that since only one person knew what to do, I paid for the remaining three individuals to stand around until they were told what to do.
- Utilized the N-word many times while communicating with each other. And as a woman of color, it was extremely uncomfortable! I hesitated to say anything because I was apprehensive about the outcome with the four men. I needed the job completed, but no customer should ever feel like that!
LACK SAFETY PRECAUTIONS
- During the first leg of the hoist, one of the movers injured themselves. This caused an additional delay because they did not have a first aid kit, and I had to locate bandages for his hand.
POOR CUSTOMER SERVICE
- When I contacted them about the issues today, I was met with resistance to understanding my point of view. It boiled down to how long it took and that we signed a contract. But there were so many missteps, and they seemed fine with how this unfolded.
There are so many other points that can be made, but I think this is enough to make the point. We have worked with various moving companies and have never experienced anything like this. And to be made to feel as if they did everything right is just maddening. Yes, they did the job, but is that all that matters? You be the judge.
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